Returns & Exchanges

At Zwilli Grills Shop, we stand behind our premium grilling tools and accessories with the same confidence we put into forging our Japanese steel knives. If you’re not completely satisfied with your purchase, we’ll make it right.

1. Return & Exchange Eligibility

We accept returns and exchanges within 15 days of receiving your order. To be eligible:

• Items must be unused, in original packaging, and in resalable condition
• Proof of purchase is required
• Certain products are final sale (see section below)

2. Non-Returnable Items

For health and safety reasons, the following products cannot be returned:

• BBQ Sauces, Brines, Injections & Marinades (opened or unopened)
• Condiments (all types)
• Charcoal & Wood Pellets (once opened)
• Any used or opened food preparation items

Note: Damaged or defective non-returnable items will be replaced at our discretion.

3. How to Initiate a Return or Exchange

Step-by-Step Process:

1. Contact Our Team: Email [email protected] within 15 days of receipt with your order number and reason for return
2. Receive Authorization: We’ll respond within 2 business days with return instructions
3. Package Your Items: Securely repackage with original packaging and include all accessories
4. Ship Your Return: Send to our Savannah facility using a trackable method (see address below)
5. Inspection & Processing: We’ll inspect upon arrival and process within 3-5 business days

Return Request Template:

4. Refund Information

Once your return is approved:

• Timing: Refunds are processed within 3-5 business days after we receive your return
• Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

5. Exchange Process

For exchanges:

• Follow the same return process above
• Clearly indicate the replacement item(s) desired in your email
• We’ll ship your new items once the return is received and processed
• Price differences will be charged/refunded as needed

6. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately at [email protected] with photos of the damage
• We’ll arrange for a replacement or refund at no additional cost
• In some cases, we may request return of the damaged item

7. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend:

• Using a trackable shipping service
• Insuring your package for its full value
• Retaining your shipping receipt until the process is complete

Return Address:
Zwilli Grills Shop Returns
304 Wilmington Island Road
Savannah, US 31410