After-Sales Policy

ASMOKE after-sales policy includes the following four parts:

Part I – Limited Warranty

Part II – Coverage Chart

Part III – General Terms

ASMOKE warrant that our products will be free from defects in all materials and workmanship (excluding paint and finish) for the Warranty Coverage Period described below.

These After-Sales Policies (these “Policies”) only apply to ASMOKE products you purchased from ASMOKE or ASMOKE authorized retailers for your own use and not for resale.

Part I – Limited Warranty

What is Covered

Within three years from the date of original purchase, ASMOKE warrants that each ASMOKE grill that you purchase will be free from material and workmanship defects under normal use and maintenance in accordance with ASMOKE’s published product materials. ASMOKE’s published product materials include, but not limited to, user manuals, safety guidelines, specifications, in-app notifications, and service communications.

ASMOKE will provide a replacement part for any part found to be defective. Original part(s) approved for return by ASMOKE's Parts Department must be returned prepaid.

During the warranty period, ASMOKE will at its option repair or replace defective parts or units.

The warranty and guarantee period for different products and parts vary, please check the Coverage Chart to verify the duration of the warranty and guarantee for your particular product or parts. The warranty period for a product starts on the day following the delivery date.

How to Obtain Warranty Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting support@asmokegrill.com. You will need to provide a valid proof-of-purchase, receipt or order number (for ASMOKE Direct Sales) for the warranty service.

Charges may apply for services not covered by this Limited Warranty.

What These After-Sales Policies Do Not Cover

These policies do not cover the following:

× Damage caused by improper installation, incorrect use, or operation cleaning and maintenance not in accordance with ASMOKE’s official instructions or manuals.

× Damage caused by an unauthorized modification of circuits, mismatch, or misuse of battery and charger.

× This warranty does not apply to paint, firepot, grill cover or damage caused from corrosion.

× The limited warranties do not cover rust or oxidization, unless there is loss of structural integrity on the grill components.

Required Maintenance:

Clean your product after each use to maintain its finish and prolong its lifespan. Wipe away all grease and ashes. Keep metal products free of moisture, salts, acids and harsh fluctuations in temperature. Product paint and other finishes are not covered by this warranty. The exterior finish of the product will wear down over time.

Part II Coverage Chart

Part III General Terms

ASMOKE guarantees that, subject to the following conditions, Return & Refund Service, Replacement Service and Warranty Repair Service can be requested. Please contact ASMOKE or your authorized ASMOKE dealer for more details.

Request Warranty Service:

During the valid warranty period, if the product develops a performance failure, you may apply for warranty service. If the issue is not covered under warranty, the user will be responsible for the cost of parts and shipping for the replacement.

For details on the warranty period of main components, please refer to Section II — Coverage Chart.

Free warranty service applies only under the following conditions:

√ The product is used normally within the specified warranty period from the date of purchase and develops a performance failure not caused by human factors;

√ The product has not been disassembled, modified, or altered without authorization or outside the guidance of the official manual, and the failure is not caused by human factors;

√ A valid proof of purchase, receipt, and order number are provided.

The following situations are not covered by the free warranty service:

× Damage caused by human factors or issues unrelated to the product’s inherent quality;

× Damage resulting from unauthorized modifications or disassembly not guided by the official manual;

× Damage caused by incorrect installation, use, or operation not in accordance with the manual;

× Damage caused by customer’s self-repair or assembly of parts without official guidance;

× Damage resulting from circuit modifications, or improper matching/use of battery packs or chargers, not guided by the official manual;

Request Return & Refund Service:

This policy applies only to products purchased from the ASMOKE website: www.asmokegrill.com. For products purchased from other channels, please contact the respective seller for assistance. Return & Refund policies may vary depending on the sales channel, and their terms and conditions shall prevail.

Any purchase made through ASMOKE’s website may be canceled within 24 hours of purchase. If you want to cancel your order, please call our Customer Service team within 24 hours of purchase. Any cancellation after 24 hours will fall under the Asmoke return policy.

If your return request has been approved, you will need to cover the shipping costs.

You are eligible for our Return & Refund Service if you meet the following conditions:

√ Within 30 days from the date of receipt, the product packaging, accessories, gifts, and instructions are intact. The product has no human damage, has not been used, and secondary sales are not affected. You’ll also need the receipt or proof of purchase.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Both original and return shipping costs are non-refundable.

Return & Refund Service will not be provided where:

× Starting from the day after receiving the product, the service is requested after theASMOKE specified return period has been exceeded.

× Items sent back to us without first requesting a return will not be accepted.

× A product sent to ASMOKE for Return & Refund Service does not include all original accessories, attachments or packaging, gifts, incomplete instructions, or the appearance is damaged due to human factors.

× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

× Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), hazardous materials, flammable liquids or gases.

× Returns on sale items or gift cards will not be accepted.

× We do not accept returns on pellets.

× Any malfunction or damage caused by unauthorized modification, entry of foreign matter (water, oil, sand, etc.), incorrect installation, or use and operation not in accordance with the instructions in the manual;

× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

× Other circumstances stated in the after-sales policy.

Request Replacement Service:

This policy applies only to products purchased from the ASMOKE website: www.asmokegrill.com. For products purchased from other channels, please contact the respective seller for assistance. Replacement policies may vary depending on the sales channel, and their terms and conditions shall prevail.

If your replacemente request has been approved, and you will need to cover the shipping costs for both directions.

You are eligible for our Return & Refund Service if you meet the following conditions:

Within 30 days from the date of receipt, the product has sustained damage in transit, provided that the proof of damage issued by the carrier can be submitted to ASMOKE

Replacement Service will not be provided where:

× Starting from the day after receiving the product, the service is requested after the ASMOKE specified replacement period has been exceeded.

× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.

× A product sent to ASMOKE for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.

× Proof of damage during transit issued by the carrier cannot be provided.

× Other circumstances stated in this policy.

Essential Information

√ If the user provides an incorrect delivery address or if the recipient refuses to accept the package, any resulting loss shall be borne by the user.

√ If the issue with the machine is not covered under warranty (e.g., damage caused by human factors), we will charge the corresponding material and shipping costs based on the specific problem. ASMOKE shall not be liable for transportation charges, labor costs or export duties.

√ ASMOKE shall not be liable under this or any implied warranty for incidental or consequential damages. This warranty gives the retail customer specific legal rights and the customer may have other rights which vary from state to state.

√ ANY WARRANTIES IMPLIED BY LAW SHALL IN NO EVENT EXTEND BEYOND DURATION OF THIS EXPRESS WARRANTY. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

√ Any parts or products returned without written authorization will be discarded without notice.

√ IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND ARISING OUT OF THE PURCHASE OR USE OF THIS PRODUCT, WHETHER BASED UPON CONTRACT, TORT, STATUTE OR OTHERWISE. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

√ There is no written or implied performance warranty on ASMOKE grills, as the manufacturer has no control over the installation, operation, cleaning, maintenance, or the type of fuel burned. Any use of gas or fuel not outlined in this manual may void the warranty. This warranty does not cover damage or breakage due to misuse, improper handling or modifications.

√ Neither ASMOKE, or authorized ASMOKE dealer, accepts responsibility, legal or otherwise, for the incidental or consequential damage to the property or persons resulting from the use of this product. Whether a claim is made against ASMOKE based on the breach of this warranty or any other type of warranty expressed or implied by law, the manufacturer shall in no event be liable for any special, indirect, consequential, or other damages of any nature whatsoever in excess of the original purchase of this product. All warranties by ASMOKE are set forth herein and no claim shall be made against ASMOKE on any warranty or representation.