Refund policy

Refund / Returns & After-Sales Service Policy

Last updated: March 10, 2026

This policy explains the conditions of return, refund, exchange, and after-sales service applicable to orders placed on www.barbecuefourabois.com.

1) Right of withdrawal (individual customers)

In accordance with regulations, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.

To exercise this right, contact us at: info@barbecuefourabois.com indicating:

your order number
the product(s) concerned

2) Return conditions (unused products only)

Returns are accepted only if the product is:

Unused.
In perfect condition, clean and suitable for resale.
Returned with its accessories, manuals, and original packaging when possible.

⚠️ Any product showing signs of use, assembly, damage, missing parts, or packaging making the product unsuitable for resale may be refused.

3) Returns of heavy products (pallet)

Barbecues, wood-fired ovens, and outdoor kitchens are heavy and bulky products, usually delivered on pallets.

Pallet returns require a specific organization (carrier).
Please contact us before any return to validate the procedure and return conditions.

✅ A pallet return must not be sent without prior agreement to avoid refusal or delivery blockage.

4) Return shipping costs

Except in case of our error or proven defective product, return shipping costs are the responsibility of the customer.

For heavy products on pallets, the cost depends on volume, weight, and pickup address.

5) Refund

After receipt and verification of the returned products, the refund is made via the original payment method, as soon as possible.

The refund covers the price of the returned product(s), excluding specific fees (return, or additional costs related to pallet pickup if applicable).

6) Product damaged on delivery

If your package/pallet arrives damaged, it is essential to:

open and check the packages upon receipt (even if the packaging seems intact),
write the mention "damaged package" on the carrier's delivery note (with details if possible),
take photos (pallet + packaging + damage),
contact us quickly: info@barbecuefourabois.com

⚠️ Without the mention "damaged package", it may be impossible to open a transport claim (replacement/compensation).

7) 2-year warranty (on all site items)

All items sold on the Site come with a 2-year warranty.

The warranty covers manufacturing or conformity defects, within the framework of normal product use.
It does not cover notably:

normal wear and tear,
damage related to improper installation, misuse, or lack of maintenance,
shocks, modifications, or non-compliant interventions.

For any after-sales service request, contact us with:

order number
photos of the issue
model concerned

8) Free gifts (offers)

If your order includes a free gift (e.g., earthenware dish, accessory case) and you return the main product, the gift must also be returned.
Otherwise, its value may be deducted from the refund.

(Offers valid while stocks last.)

9) Contact

✉️ info@barbecuefourabois.com
☎️ 03 74 09 98 28

Customer Service (France)
Neo 2, 12 Rue Denis Papin, Building A, 59650 Villeneuve-d'Ascq, France

Headquarters (Portugal)
Rua da Maia, 4720-626 Rendufe, Amares, Portugal