Refunds and Returns Policy (UAE)

The British Outdoor Kitchen FZ -LLC

1. Overview

At The British Outdoor Kitchen FZ-LLC, we take pride in delivering premium outdoor kitchens and accessories, crafted to the highest standards. Our goal is for every customer to be completely satisfied with their purchase. This policy explains your rights regarding refunds, returns, and exchanges, in accordance with UAE consumer protection regulations.

2. Standard Products (Non-Custom Items)

For standard, non-custom items such as accessories or modular components:

  • You may return unused items in their original packaging within 14 days of delivery.
  • To be eligible for a return, items must be in new, resalable condition and accompanied by proof of purchase.
  • Once the returned item is inspected and approved, we will issue a refund or exchange (excluding any delivery charges).
  • The cost of return shipping is the responsibility of the customer unless the product was received damaged or incorrect.

3. Damaged or Faulty Goods

If your order arrives damaged or defective, please contact us within 48 hours of delivery with clear photos and order details. We will:

  1. Assess the issue promptly;
  2. Offer repair, replacement, or refund as appropriate;
  3. Arrange collection or on-site inspection if required.

4. Cancellations

For standard products, cancellations are accepted prior to dispatch for a full refund.

5. Refund Processing

Approved refunds will be processed to the original payment method within 7–14 working days. Refund timing may vary depending on your bank or payment provider.

6. Warranty and Aftercare

All our products are supplied with a manufacturer’s warranty covering defects in materials and workmanship for 25 years. Normal wear and improper use are not covered. Damage caused due to incorrect fitting of the units by the customer is not covered. 

Third party supplied products such as BBQ  units, Fridges and Pizza Ovens are not covered.  
Aftercare: We do understand though that life happens so if you accidentally damage a unit. For example, denting it with a lawn mower or kids playing cricket you can easily request a replacement panel.

7. Contact Us

If you wish to initiate a return, report an issue, or have any questions about this policy, please contact: 

Email: support@britishoutdoorkitchen.com

Address: The British Outdoor Kitchen FZ-LLC, Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates

8. Governing Law

This policy is governed by the laws of the United Arab Emirates and complies with UAE Consumer Protection Law (Federal Law No. 15 of 2020).