The below policy applies to unused items wishing to be returned with 30 days of purchase. Any used items cannot be returned and any returns of that nature will be considered in accordance with our warranty policy.
WHAT can be returned?
All unused products can be returned for a refund within 30 days of purchase providing they are in their original condition and a copy of the receipt is provided. The buyer is responsible for paying any freight charges.
WHEN do items need to be returned by?
30 days from the date of purchase
WHERE do items need to be returned to?
Items purchased online or over the phone are to be returned to CQ Smoker, 9 Irwin Street, Gracemere QLD 4702. You should contact us by phone on 0437 622 808 to obtain a Return Management Authority before posting the items back to us.
SHIPPING for returns?
Original shipping rates are non-refundable. Customer pays for return shipping. If the original purchase price included “FREE SHIPPING’, the freight charge we incurred to initially ship the item to the customer will be deducted from the refundable amount.
Credit for returns?
Either a store credit or a product refund will be issued
Packing materials?
If the item was sold in a printed box, the original packaging is required so that the item can be re-sold. If the items were sold in bubble wrap or non-printed generic boxes, any packaging is acceptable as long as the items are securely packaged so that the item is not damaged during transit
Damaged in transit, faulty or incorrect item supplied
The below policy applies to any items which are damaged by the freight company in transit, are faulty upon you receiving the item or we have accidentally shipped the incorrect item/s to you.
Damaged in transit or faulty
Please email photos of the damage/fault within 14 days of receipt of the item to brent@cqsmokers.com.au as well as your invoice number and we will either:
- Arrange for the faulty product to be exchanged at our own expense, or
- Arrange for the item to be returned to us and a full refund issued.
Incorrect item shipped
Please contact us within 14 days of receipt of your item either by emailing brent@cqsmokers.com.au or calling 1300 002 771 to obtain a replied paid shipping label to have the incorrect item returned to us at our expense. We will either arrange for the correct product to be shipped at our own expense or issue you with a full refund once the incorrect item has been shipped.
12 – 24 month product warranty policy
The below policy applies to any items covered by a 12-24 month warranty.
A large number of our products are covered for a period of one year from the date of purchase against defects in workmanship and materials. Some even come with a 24 month warranty where stated in the product description.
The product warranty becomes void if the product shows evidence of being dropped, exposed to the elements, tampering, mishandling or mis-use such as excessive fire or a motor not being counter-weighted. Stainless steel is not immune to rusting/pitting and is therefore not covered under warranty.
All our products have been tested and deemed suitable for domestic use only. Using these products commercially voids the warranty.
The warranty does not cover postal cost, insurance, incidental charges or any other loss incurred.
Before returning your item, please call CQ Smokers on 0437 622 808 to briefly explain the problem. If after speaking to our customer service team you are advised that the item needs to be referred to a technician, please pack it carefully and enclose proof of the date purchased, a brief explanation of the problem, your contact details and any other information which may support your claim. Warranty claims are to be sent to: CQ Smokers, 9 Irwin Street Gracemere QLD 4702
WHAT can be returned?
Any items which the customer deems to be have a fault that is covered by warranty. The buyer is responsible for paying any freight charges.
WHEN do items need to be returned by?
12-24 months from the date of purchase
HOW do customers return items?
Items can be posted or delivered personally to our store at 9 Irwin Street Gracemere QLD 4702
SHIPPING for returns?
Customer pays for return shipping
Repair/Replacement?
If our technicians determine that the fault is due to a manufacturing fault (not customer mis-use or neglect) and are unable to fix the product defect and return the item to you, a replacement will be issued. Alternatively, you may be given the option of a suitable alternative or an upgrade.
Packing materials?
The item must be securely packaged so that the item is not damaged during transit
Item assessed and deemed not faulty?
If our technicians assess the returned item and determined that the item is not faulty a refund, credit or replacement will not be issued and customers will be required to pay for all shipping charges before the item will be returned to them.