Refund policy

Last updated: November 11, 2026

30-Day Money-Back Guarantee

We want you (or the person you gifted it to) to love your Hearthwood™ smoker. If you're not satisfied for any reason, you can request a return within 30 days of delivery.

How to start a return

  1. Contact us through our contact form with your order number and the reason for the return.
  2. We'll reply within 24–48 hours with return instructions and the return address.
  3. Items sent back without first requesting a return will not be accepted.

Return conditions

  • Return the smoker with all original parts and accessories (lid, charging cable, tools). Used wood chips do not need to be returned.
  • Pack the item securely. We are not responsible for items damaged during return shipping.
  • Return shipping costs are paid by the customer, unless the item arrived damaged, defective or incorrect.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and a photo or short video of the issue. We'll send a free replacement or issue a full refund, at no cost to you.

Gifts

If the item was marked as a gift and shipped directly to you, you can return it for store credit. Refunds are issued to the original payment method of the purchaser.

Exchanges

The fastest way to get a different item or color is to return the one you have and, once the return is accepted, place a new order.

Non-returnable items

  • Gift cards
  • Items purchased on final sale, if marked as such at the time of purchase

Refunds

Once we receive and inspect your return, we'll notify you whether it was approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval, please contact us.

Questions

Reach us anytime through our contact form. We're happy to help before you open a dispute with your bank, and most issues are solved within one or two messages.