Return Policy

US Limited Manufacturer’s Warranty

Cinder comes with a 1-year manufacturer's warranty for any manufacturing defects. It does not cover any damage caused by: (a) accident, abuse, improper or abnormal use, corrosion, discoloration of paint or plastic (or any other change in cosmetic appearance that does not affect performance), mishandling; (b) normal wear and tear or aging; (c) operating Cinder outside the permitted or intended uses described by Cinder or not in accordance with instructions provided by Cinder.


US Domestic Returns

Cinder comes with a 30-day money-back guarantee from the date of purchase. If you're not satisfied with your purchase within the first 30 days, please email us at help@cindergrill.com and we'll provide the return instructions. 


Please note the following for all returns:

  • To initiate the returns process please email us at help@cindergrill.com. Please include a brief statement of the reason for the return. We may be able to help straighten out the issue without a return being necessary.

  • Once we have received your return request, we'll provide you with a return order form (ROF). Returns must be postmarked within 2 weeks of when we send you the return order form.  Unfortunately, returns shipped after that date will not be accepted.

  • Because we ship our products for free within the domestic U.S.,  customers are responsible for return shipping. Unless otherwise instructed, when the ROF is returned we will generate a return mailing label, the cost of which will be deducted from the refund. If the unit is returned in any other packaging than its full original packaging, a $25 fee will be assessed.

  • All returns must be received in like-new condition with all original accessories and packaging. In the event that the purchased product was damaged by the customer, including due to shipping damage resulting from customer's improper packaging (customers must use original packaging), we reserve the right to charge a fee up to 50% of the product's value.

  • All returned products will be inspected and processed within 5-7 days of receipt.

 

International Orders

  • All international orders are final and cannot be returned.

  • Please review the power requirements in our FAQ section titled “International Orders”

 

Certified Open Box Orders

  • Open Box units could include customer returns, minor cosmetic defects, slightly damaged packaging, and/or demo units
  • All Open Box units are final sale and do not come with a 30-day money back guarantee. They are covered under our 1 year limited manufacturer warranty.