Refund policy
Last updated: 2 November 2026
Grillavora accepts eligible returns of defective and non-defective products delivered within the United Kingdom. Exchanges are also available under the conditions below.
1. 30-Day Return Window
You have 30 days from the date your order is delivered to request a return.
To start a return, email support@grillavora.com with your order number and the reason for your request.
2. Return Conditions
For non-defective or change-of-mind returns, products must be new, unused and in a resalable condition. They should include their original packaging, manuals, parts and accessories where applicable.
Proof of purchase may be required.
You may inspect an item as reasonably necessary to establish its nature, characteristics and functioning. Where handling exceeds what would normally be permitted in a shop and reduces the item's value, a deduction may apply in accordance with applicable law.
3. Return Method and Costs
Returns are accepted by post.
Authorised postal returns address:
UKFM Warehousing & Distribution
Grillavora Returns
Fishers Way
Belvedere, DA17 6BS
United Kingdom
Before posting an item, email support@grillavora.com to receive your free prepaid return label, return reference and packing instructions.
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Return shipping: Free for eligible returns.
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Restocking fee: £0.
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Return method: By post.
This address is a postal returns facility, not a customer-facing shop or walk-in location.
Do not send returns to our registered office at 71–75 Shelton Street.
4. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, incomplete or different from what you ordered, please contact us promptly.
Provide your order number, a description of the problem and photographs where appropriate.
We will assess the issue and provide a suitable remedy in accordance with your statutory consumer rights.
5. Change-of-Mind Returns
Eligible new and unused products may be returned within 30 days of delivery.
Free return shipping and our no-restocking-fee policy apply.
Your statutory cancellation rights remain unaffected.
6. Exchanges
To request an exchange, contact us within 30 days of delivery.
The returned item must meet the applicable return conditions. Exchanges are subject to replacement availability.
If a replacement is unavailable, we will discuss an alternative or refund.
7. Refund Processing
For statutory cancellations of goods, refunds are issued without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you have sent them back.
For other eligible returns under our 30-day policy, we aim to process refunds promptly after the returned item has been received and assessed.
Refunds are issued to the original payment method unless you expressly agree otherwise.
Your bank or payment provider may require additional time to display the refund.
8. Statutory Cancellation Rights
Consumers purchasing goods online may have a statutory right to cancel eligible contracts within 14 days after delivery under UK consumer law.
Our 30-day returns policy provides a longer return-request period for eligible products.
Nothing in this policy limits statutory rights concerning faulty, damaged, unsafe or misdescribed goods.
9. Return Exceptions
Any return exceptions are limited to circumstances permitted by applicable law, such as certain personalised products or sealed hygiene-sensitive goods once unsealed, where relevant.
Applicable exceptions will be identified before purchase.
Statutory rights relating to faulty, damaged or misdescribed goods remain unaffected.
10. Customer Support
Email: support@grillavora.com
Telephone: +44 7446 371844
Customer Support Hours:
Monday–Friday, 09:00–18:00
London local time (GMT/BST).
Please contact us before sending any return.
11. Company Information
Trading Name: Grillavora
Legal Company Name: PLANCHA BBQ UK LTD
Company Registration Number: 16922576
Registered Office:
71–75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Website: https://grillavora.com
Email: support@grillavora.com
Telephone: +44 7446 371844
The registered office is for legal correspondence. It is not our warehouse, retail shop or returns centre.