Refunds & Returns Policy
At Evolve Kamado, we are committed to delivering high-quality products and ensuring customer satisfaction. This Refunds & Returns Policy complies with applicable European Union consumer protection legislation, including the consumer’s right of withdrawal for distance purchases.
1. Right of Withdrawal
Consumers have the right to withdraw from the purchase agreement within 14 days without providing any reason.
The withdrawal period expires 14 days after the day on which the customer, or a third party indicated by the customer (other than the carrier), acquires physical possession of the goods.
To exercise the right of withdrawal, the customer must inform Evolve Kamado of the decision to withdraw from the contract by email: info@evolve-kamado.eu
The customer may use a clear written statement including:
- order number;
- customer name;
- products to be returned;
- date of delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
2. Return Conditions
To be eligible for a full refund, returned products must:
- be returned without undue delay and no later than 14 days after notifying withdrawal;
- be properly packaged to avoid transport damage;
- include all supplied accessories, manuals, and components.
Customers are liable for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
Products that have been excessively used, damaged, assembled permanently, modified, or improperly handled may be subject to reduced refunds.
3. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- customized or made-to-order products;
- sealed goods not suitable for return due to hygiene or health protection reasons once unsealed;
- products damaged due to misuse, negligence, improper maintenance, or accidental damage.
4. Return Shipping Costs
Unless otherwise agreed, the customer is responsible for direct return shipping costs.
For large, heavy, or palletized products, return shipping costs may be significant.
Customers are responsible for ensuring that returned products are safely packaged.
Evolve Kamado is not responsible for items damaged during return transport due to insufficient packaging.
5. Damaged or Incorrect Deliveries
Customers must inspect delivered products immediately upon receipt.
Any visible transport damage, missing parts, or incorrect deliveries should be reported within 48 hours after delivery together with photographic evidence.
If the product is confirmed to be damaged during transport or delivered incorrectly, Evolve Kamado will arrange an appropriate solution in accordance with applicable legal obligations.
6. Refunds
Refunds will be processed using the original payment method without undue delay and no later than 14 days from the day Evolve Kamado receives the returned goods or receives evidence that the goods have been returned.
Evolve Kamado may withhold reimbursement until the returned goods have been received or until the customer provides proof of return shipment.
Original standard delivery costs will be reimbursed as required by applicable EU consumer law. Additional costs arising from premium or non-standard delivery methods selected by the customer are non-refundable.
7. Legal Warranty
All products sold to consumers are covered by the legal guarantee provided under applicable European Union consumer protection laws.
Consumers are entitled to remedies for goods that are defective, not as described, or not fit for intended purpose in accordance with applicable legislation.
This legal guarantee applies independently and in addition to any commercial warranty offered by Evolve Kamado.
More information regarding commercial warranty coverage can be found here: https://www.evolve-kamado.eu/warranty-terms
8. Contact Information
Evolve Kamado
info@evolve-kamado.eu
www.evolve-kamado.eu