At Ash Roamer, we stand behind our premium grilling products with the same confidence we put into crafting them. If you’re not completely satisfied with your purchase, we’re here to make it right.

Our Return & Exchange Promise

Like the perfect sear on a premium cut of meat, we aim for perfection in every transaction. Most unopened, unused items in their original packaging can be returned within 15 days of delivery for a full refund or exchange.

Non-Returnable Items:

To ensure the highest standards of quality and safety, the following products cannot be returned:

  • Fuel products (due to hazardous materials regulations)
  • Cast Iron Cooking items that have been seasoned or used
  • Opened accessories from our Accessories and Cooking Tools categories
  • Custom or personalized items from our Modular Grill Islands section

Return & Exchange Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order:

Return Request Template:

Subject: Return Request: [Your Order Number]

Body:
Dear Ash Roamer Team,

I would like to request a return/exchange for my recent order #[Order Number].

Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange for (specific product if exchanging)]

Please provide return instructions at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, our team will:

  • Verify your return eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return shipping instructions

Step 3: Package & Ship Your Return

Prepare your return with care:

  • Include all original packaging and accessories
  • Securely package the item(s) to prevent damage
  • Include a copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package

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

Step 4: Processing Your Return

Once we receive your return:

  • We’ll inspect the item(s) within 3-5 business days
  • Process approved refunds to your original payment method
  • For exchanges, we’ll ship your new item immediately

Refund Timeline & Methods

Like monitoring the perfect grill temperature, we’re precise with our refund processing:

  • Credit card/PayPal refunds: 5-10 business days after approval (processing time depends on your financial institution)
  • Original shipping costs: Non-refundable unless the return is due to our error
  • Restocking fees: None for items returned in original condition

Damaged or Defective Items

If you receive a damaged or defective product (which is rare with our quality standards):

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange a free return label and expedite your replacement

International Returns

For our global customers (excluding some Asian and remote regions):

  • Return shipping must be via the original carrier (DHL/FedEx/EMS)
  • Customs fees and duties are non-refundable
  • Please declare the package as “Returned Goods” to avoid additional charges

Need Help?

Our US-based customer service team is here to assist with any return questions:

Email: [email protected]
Mail: Ash Roamer Sales Store, 3761 Drummond Street, Bloomfield, US 07003

We aim to respond to all inquiries within 24 hours during business hours (Monday-Friday, 9AM-5PM EST).