Big Green Egg Acacia Wood Egg Mates

At GW STORE, we are committed to ensuring your shopping experience is exceptional. If, for any reason, you are not fully satisfied with a product, we're here to provide solutions.

To initiate a return, the following conditions must be met:

1. The item(s) must be in unused and unassembled condition.
2. Items must be returned in their original packaging within 30 days of the delivery date.

Please note that the following items are not eligible for return:

• Used items, including those that have been installed or assembled.
• Clearance items.
• Warehouse Deal Items.
• Custom-made, special-order, and made-to-order products.
• Items marked as "non-returnable" in the product description.
• Items requested for return outside of the 30-day return period.

Should your item meet the return criteria, you can initiate the process through the "Submit a Return Request" button provided below. Be sure to consider the following details regarding the return process:

• All shipping costs (to and from) will be deducted from the refund amount.
• Upon submission of your return request, you will receive a confirmation email that includes additional process details.
• Once your return is approved, an itemized Return Authorization, return shipping labels, and comprehensive instructions will be emailed to you. Approved returns must be sent back within 30 days of receiving approval.
• For returns involving freight truck transportation, you must provide a photo of the item before authorization is granted. This photo will serve as a "before" reference to assess potential damages during transit.
• Proper packaging in both the original outer and inner packaging is essential to reduce the risk of damage during return transit. Include all original parts, manuals, pieces, packing slips, and related items.
• Once we receive and inspect the return, your refund will be processed. The timeframe for refund processing depends on the original payment method used for the order.
• Items returned outside of the prescribed process or the 30-day period are ineligible for a refund.
• Items returned independently, without adhering to our return process, are not eligible for a refund.

Defective Items

In the rare event of receiving a defective product, most of the manufacturers we partner with offer support through their warranty process. Please follow these guidelines:

• The defective item must still be within the manufacturer's warranty period.
• Provide serial numbers, a description of the issue, and relevant pictures or videos illustrating the problem.
• Our knowledgeable Support team will assist you in troubleshooting to confirm the defect.
• We will report the issue to the manufacturer, who will review and approve or reject the claim.
• Manufacturer response times may vary based on their internal processes.
• If the claim is approved, the manufacturer's warranty process will initiate, and service, parts, repair, or a combination will be provided as per the warranty terms.
• Some parts or items may need to be returned to the manufacturer for quality control purposes.

Please note that GW STORE is not responsible for reimbursing labor costs or project delays resulting from defective goods. We advise delaying installation until items have been fully inspected upon delivery.

For any claims outside of the warranty period, replacement parts or units can be purchased through GW STORE, subject to availability.

Damages

Should you receive a damaged item, immediate action is crucial:

• Notify us of damages within five (5) calendar days of delivery.
• Inspect all items upon delivery, even if not installing them immediately.
• If possible, refuse the damaged item with the carrier.
• If accepted, report the damage to us within 5 calendar days. Do not use the item if damage is reported.
• Options will include replacement parts, a discount to retain the damaged item, or a return for a refund/replacement.
• If opting for a discount, respond within 5 calendar days to accept or reject the offer.
• Keep all packaging and items for potential return or further inspection.

For damage reported after 5 calendar days, refunds, store credits, or free parts will not be offered. GW STORE cannot process claims beyond this timeframe.

Customer Safety & Security

At GW STORE, all purchase transactions occur over secure connections. This encryption ensures the confidentiality of your information during transmission.

30 Day Simple Return Policy

We at GW STORE want you to be satisfied with your purchase. Our simple returns policy allows for the return of new, unused, and resalable items in their original packaging within 30 days of delivery for a refund. Return shipping costs are deducted from the refund, unless the return is due to our error.

In cases of product defects or damage, we will work to repair or replace the product.

For returns involving freight truck transportation, we require a photo before authorizing the return, to document the item's condition prior to transit.

To facilitate the returns process, ensure items are clean, packaging is adequate, and defects are noted with accompanying photos.

For refund eligibility:

• Items must be within 30 days of delivery.
• Items should be in new, unused, and resalable condition in original packaging.
• Shipping costs are deducted from refunds.
• Refunds can be exchanged for the item or issued as a refund, subject to certain conditions.
• Certain items are non-refundable, including Special Orders, clearance items, personalized items, and those marked "non-returnable."

GW STORE reserves the right to refuse refunds for items that do not match the original shipped item, items missing parts or original packaging, items damaged due to improper packaging during return, or items clearly used.

This policy reflects our commitment to your satisfaction at GW STORE.