Returns

If in the unlikely event there is the reason to return a Sunterra Outdoor product, please communicate by email to gmparrott@sunterra-international.com. First, please review our Warranty Page before initiating a return.

Sunterra Outdoor Products also reserves the sole right to distinguish between burn-out, rust, misuse, or problems arising from neglect of reasonable and necessary care and maintenance. Owners presenting claims will be required to provide proof of purchase by way of the original purchase receipt and registration certificate. This warranty is not transferable.

Overall Return Guidelines
These are Sunterra International, LLC.'s ("Sunterra International, LLC.", "we" or "our") Overall Return Guidelines applicable only to products purchased by you directly from the Sunterra International, LLC. website. All returns must meet the overall guidelines in order for the individual return policy to apply.

All product returns require a Return Merchandise Authorization (RMA) number. You may obtain an RMA number by contacting Sunterra International, LLC. Customer Service through any of the methods provided on our Contact Us page.

Returns for refund may be subject to a restocking fee. Read more about Refunds, Partial Refunds and Restocking Fees here.

All products that are new with the retail packaging never opened can be returned to Sunterra International, LLC. within 30 days regardless of the individual return policy.

Products that are received by Sunterra International, LLC.in any of the following conditions are not eligible for return and may be rejected:
  • Any product not purchased from Sunterra International, LLC..
  • Any product that does not exhibit the described reason for the return.
  • Any product with missing, damaged, or otherwise altered, and/or warranty label.
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, and all other items originally included with the product. Refund returns received in this condition may incur a restocking fee or be rejected.
  • Any product from which the UPC code has been removed from its packaging.
  • Any product that exhibits physical damage.
  • Any product for which you have submitted a mail-in rebate.
  • Any product which appears tampered, customized, or altered in any way.

Extended Holiday Return Policy
We want to ensure your holiday shopping this year is hassle-free. That's why we're automatically extending our return policies on almost every product! For purchases placed between November 1, 2018 and December 24, 2018, you will have until January 31, 2019 to return your product. There's nothing additional that you have to do!
  • Return for refund until: January 31, 2019
  • Return for replacement until: January 31, 2019
  • This is our Extended Holiday Return Policy. Items covered by this policy must be returned to Sunterra International, LLC.by January 31, 2018 for this policy to apply.
  • Extended Holiday Replacement-Only Return Policy
We want to ensure your holiday shopping this year is hassle-free. That's why we're automatically extending our return policies on almost every product! For purchases placed between November 1, 2018 and December 24, 2018, you will have until January 31, 2019 to return your product. There's nothing additional that you have to do!

Return for refund within: non-refundable

Return for replacement until: January 31, 2019

This is our Extended Holiday Replacement-Only Return Policy. Items covered by this policy must be returned to Sunterra International, LLC.by January 31, 2019 for this policy to apply.
  • Standard Return Policy
  • Return for refund within: 30 days
  • Return for replacement within: 30 days
Return shipping labels are free for replacement returns of the same item within the return policy period and can be obtained while creating your return online.

This is our Standard Return Policy. Items covered by this policy (those products for which Sunterra International, LLC. states "This item may be returned for a replacement or refund within 30 days only") must be returned to Sunterra International, LLC. within 30 days of the invoice date for this policy to apply.

Please review the special notes specific for your product:

Grill unit, Grill Cart, Casters, Rotisserie units or General Accessories not related to the grill unit:

A defective Grill unit, Grill Cart, Casters, Rotisserie units or “General Accessories not related to the grill unit” that is returned for a replacement may be repaired or replaced at Sunterra International, LLC.'s sole discretion, unless otherwise required by law. While we strive to adhere to our own standard RMA processing times, we cannot guarantee that these times will be met, especially in situations where the item must be sent to the manufacturer for repair. If you have a question regarding returning a Grill unit, Grill Cart, Casters, Rotisserie units or “General Accessories not related to the grill unit” please contact our Customer Service Department at 877.972.2628
This is our 45/1 Return Policy. 
Items covered by this policy (those products for which Sunterra International, LLC. states "This item may be returned for refund within 45 days or a replacement 1 year") must be returned to Sunterra International, LLC. within 45 days of the invoice date for a refund or within 1 year of the invoice date for a replacement for this policy to apply.
  • Replacement Only Return Policy
  • Return for refund within: non-refundable
  • Return for replacement within: 30 days
This is our Replacement Only Return Policy. 
Items covered by this policy (those products for which Sunterra International, LLC. states "This item may be returned for a replacement within 30 days only") must be returned to Sunterra International, LLC. within 30 days of the invoice date for this policy to apply. Products covered by this return policy may only be returned for a replacement of the same item. If the original item is no longer available, a refund in the amount of the price originally paid will be issued. Products subject to this policy cannot be returned for a refund.
  • Manufacturer Only Return Policy
  • Return for refund within: non-refundable
  • Return for replacement within: non-replaceable

This is our Manufacturer Only Return Policy. 
Items covered by this policy (those products for which Sunterra International, LLC. states "This item cannot be returned for a replacement or refund") cannot be returned to Sunterra International, LLC. These products are covered by a Manufacturer Warranty which can be obtained by contacting the respective manufacturer for assistance after purchase. 
  • Consumable Product Return Policy
  • Return for refund within: non-refundable
  • Return for replacement within: non-replaceable

Return shipping labels are free for replacement returns of the same item within the return policy period and can be obtained while creating your return online. 

Defective or damaged products that state "This item is covered by Sunterra International, LLC.'s International Return Policy" must have an RMA number issued by Sunterra International, LLC. within 15 days from the delivery date for this policy to apply. In the event a product is returned that is not defective, the product will either be returned to the customer or the return shipping cost initially covered by Sunterra International, LLC. will instead be deducted from the refund amount along with any necessary restocking fee that may apply. To file a return, please contact Sunterra International, LLC. customer service via email or live chat.

Configurator Bundles
Items sold as part of a Configurator Bundle may be returned individually for replacement within the applicable Sunterra International, LLC. Return Policy Period for that individual item.
  • Items sold as part of a Configurator Bundle cannot be returned for a refund.
  • Combo and Kit Specials
  • Combo and Kit Specials include two or more items that must be purchased together in order to receive a discount.
Items sold as part of a Combo or Kit may be returned individually for replacement within the applicable Sunterra International, LLC. Return Policy Period for that individual item.

If an individual Combo or Kit item is returned for a refund, the applicable discount will be voided, and the discounted amount will be deducted from the amount of the refund. If your combo/kit discount amount is greater than the individual unit price of the item you wish to return, then the item cannot be returned for a refund; you will need to return all items in the combo/kit in order to receive a refund. For example, if your combo/kit discount was $100, and you return one of the items for a refund, the $100 will be deducted from your refund amount.

Manufacturer Promotional Items and Sunterra International, LLC. Gifts
Manufacturers may offer free promotional items with their products. To receive a full refund on a purchase that offers promotional items all items must be returned. The cost of any promotional items not returned will be deducted from the refund total.

Sunterra International, LLC. may also offer gifts to valued customers for their continued support as well as for special giveaways. These gifts are not part of any purchase value and therefore do not have to be returned.

Out-of-Stock (Back-Order) Items
If Sunterra International, LLC.no longer carries an item that is sent in for replacement, or if that item is simply out of stock, Sunterra International, LLC. will issue you a refund. If the item is returned within 30 days of the original invoice date, a full refund will be issued. If the item was returned beyond 30 days of the original invoice date, a store credit refund at the current market value of the product will be issued. A current-market-value refund may not exceed the original invoice price.

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We strive to be known as the company that cares for our customers and shares in the passion and satisfaction that our customers gain from using our products. Our mission, is to deliver the highest-quality BBQ products that caters to the ever increasing demands of the discriminating culinary professional.

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