Refund policy

RETURN AND REFUND POLICY

Last updated: 24 July 2026

Grillpova is operated by OASIS PROJECT LTD. We want you to shop with confidence, and we offer a 30-day return policy subject to the conditions below. This policy does not affect your statutory rights under UK consumer law.

  1. 30-DAY RETURN PERIOD

You may request a return within 30 calendar days of receiving your order.

For cancellations made within the first 14 days after delivery, you have a further 14 days from the date you notify us to send the item back.

Our additional voluntary return period from day 15 to day 30 applies only when the item is:

• Unused and not used for cooking
• Not installed, altered or damaged
• Returned in its original packaging
• Complete with all accessories, manuals and supplied parts
• Accompanied by valid proof of purchase

To begin a return, contact us at support@grillpova.co.uk before sending the item.

  1. HOW TO REQUEST A RETURN

Please email support@grillpova.co.uk and provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs if the item is damaged, faulty or incorrect

We will provide return instructions. Returns sent without contacting us first may experience processing delays.

  1. RETURN ADDRESS

Returns must be sent to:

Grillpova
OASIS PROJECT LTD
113 Queens Road
Brighton
East Sussex
England
BN1 3XG
United Kingdom

Please do not return an item before receiving return instructions from our customer support team.

  1. CHANGE-OF-MIND RETURNS

For change-of-mind returns, the customer is responsible for the actual return shipping cost charged by their chosen carrier.

We recommend using a tracked and appropriately insured delivery service. Customers are responsible for ensuring that returned items are safely packaged.

Grillpova does not charge a restocking fee.

  1. DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order after delivery and contact us as soon as possible if an item is damaged, faulty, incomplete or different from what you ordered.

Include your order number and clear photographs of the product, packaging and any damage. When the item is confirmed as damaged, faulty or incorrect, we will arrange an appropriate remedy and cover reasonable return costs where required.

Depending on the circumstances and your statutory rights, the remedy may include a repair, replacement or refund.

  1. CONDITION OF RETURNED ITEMS

Customers may inspect a product in the same way they reasonably would in a physical shop.

We may reduce a refund if the value of an item has been reduced because it was handled or used beyond what was reasonably necessary to inspect its nature, characteristics and function.

Products used for cooking, exposed to food, smoke or fuel, assembled beyond what was necessary for inspection, or returned with missing parts may not qualify under our voluntary change-of-mind policy. This does not affect your rights where an item is faulty.

  1. CANCELLING AN ORDER BEFORE DISPATCH

To cancel an order before it is dispatched, contact us immediately at support@grillpova.co.uk or +44 7446 371844.

If the order has not been dispatched, we will cancel it and issue a full refund. If it has already been dispatched, the standard return process will apply.

  1. REFUNDS

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process refunds without undue delay and, where required by law, no later than 14 days after receiving the returned goods or valid evidence that they have been sent back.

After a refund is processed, your bank or payment provider may take approximately 5–10 business days to display the funds in your account.

If you selected a delivery service more expensive than our standard option, any refund of the original delivery charge will be limited to the cost of standard delivery where applicable.

  1. EXCHANGES

We do not currently process direct exchanges. If you require a different item, return the original product in accordance with this policy and place a new order.

  1. CONTACT INFORMATION

Email: support@grillpova.co.uk
Phone: +44 7446 371844
Support Hours: Monday–Friday, 9:00–18:00

Business Name: OASIS PROJECT LTD
Company Number: 03447762
Registered Address: 113 Queens Road, Brighton, East Sussex, England, BN1 3XG