At Keukenbarbecue Serie Winkel, we want you to be completely satisfied with your BBQ purchases. If for any reason you’re not happy with your order, our straightforward returns and exchanges policy makes it easy to get things right.
Our policy reflects our commitment to quality and customer satisfaction, just like the premium BBQ products we offer.
What Can Be Returned
You may return most unused items in their original packaging within 15 days of delivery for a full refund or exchange. However, for safety and hygiene reasons, we cannot accept returns of:
- Opened or used fuel products (houtskool, kokosbriketten, chips, chunks)
- Used BBQ accessories that have been exposed to heat or food
- Personal protective items (handschoenen) that have been worn
- Any products that are not in resellable condition
How to Return an Item
- Contact us first: Email our customer service at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
- Wait for instructions: We’ll email you return authorization and shipping instructions within 1-2 business days.
- Package your return: Securely pack the item(s) in the original packaging with all accessories and documentation.
- Ship your return: Send the package to our warehouse at 553 Heisteeg, Amsterdam, NL 1012WC using a trackable shipping method.
- Receive confirmation: We’ll notify you via email once we receive and process your return.
Refund Information
Once your return is received and inspected:
- Refunds will be processed within 3-5 business days
- Your refund will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Original shipping costs are non-refundable
- You are responsible for return shipping costs unless the return is due to our error
Please note it may take additional time for your bank or credit card company to process and post the refund to your account.
Exchanges
To exchange an item for a different size or model:
- Follow the standard return process above
- Clearly indicate in your email that you want an exchange and specify the replacement item
- Once we receive your return, we’ll ship the replacement item
For faster service, you may place a new order for the item you want while processing your return.
Damaged or Defective Items
If your item arrives damaged or defective:
- Take photos of the damage immediately
- Email the photos along with your order number to [email protected]
- We’ll arrange for a replacement or refund at no additional cost to you
Please report damaged items within 3 days of delivery for fastest resolution.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Keukenbarbecue Serie Winkel Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange – if exchange, specify replacement item]
Please provide return instructions at your earliest convenience.
Thank you,
[Your Full Name] [Your Contact Information]Need Help?
Our BBQ experts are happy to assist with any return or exchange questions. Contact us at:
Email: [email protected]
We aim to respond to all inquiries within 24 hours during our business hours (Monday-Friday, 9AM-5PM CET).