Refund policy
Return Policy
We believe the product and the experience it delivers are inseparable, supported by a service and support system built around them. We understand that every purchase is part of your real-world experience. If the product remains unused, you may request a return for a refund within 30 days of delivery, subject to applicable terms and fees.
For products purchased through retail distributors, returns are subject to the distributor's return policy. Please contact the distributor directly for details.
We accept return requests only for products purchased through official ASMOKE channels. Returns may be made within 30 days of delivery. If approved, return shipping fees may apply.
All returned items must meet the following conditions:
All included accessories, complimentary items, and manuals must be complete and intact, with no signs of damage caused by use or handling. Items must be unused, unassembled, and returned in the original packaging. A valid proof of purchase is also required.
Returns are not accepted for pellets or custom-made items.
For products purchased through authorized distributors, ASMOKE does not accept direct returns or issue refunds, credits, or return authorizations directly. Please contact the distributor where the product was purchased. Once a grill has been used or assembled, it is no longer eligible for return, and eligible product issues will be handled under the Warranty Policy.
We are not responsible for items lost during return transit. We recommend using a trackable shipping method when returning any product for service or inspection.
Refunds
Once your return has been received and inspected, we will notify you of the refund status. If approved, the refund will be issued to your original payment method, less any applicable return shipping fees. Please note that your bank or credit card provider may require additional time to process and post the refund. Original shipping fees and return shipping fees are non-refundable. All applicable fees will be deducted from the refund amount.
Return requests must be submitted within 30 days of delivery. Approved returns must be shipped by the deadline provided in the return authorization. Items returned after the provided deadline are not eligible for a refund.
This return policy applies only to products purchased through official ASMOKE channels. For products purchased through authorized distributors, returns are subject to the distributor’s return policy. Please contact the distributor directly for details.
Order Cancellation
Orders may be cancelled within 24 hours of purchase if the order has not yet been processed or shipped. After this period, orders will be processed in accordance with the Return Policy, and applicable fees may apply.
Address Changes
Customers are responsible for providing an accurate and accessible shipping address at checkout. ASMOKE is not responsible for delivery issues, delays, loss, or additional fees caused by an incorrect, incomplete, or inaccessible address provided by the customer.
Before Shipment
If your order has not yet been processed or shipped, you may contact ASMOKE Support to request an address change. No address-change fee will apply before shipment, but changes cannot be guaranteed once order processing has begun.
After Shipment
Once an order has shipped, address changes may be limited by the carrier. If a carrier address correction, delivery redirect, hold-for-pickup, or re-routing service is available, any carrier fees or additional shipping costs will be the customer’s responsibility. ASMOKE cannot guarantee that an address change can be completed after shipment.
After Delivery
Once an order has been delivered to the address provided at checkout, ASMOKE’s delivery obligation is considered fulfilled. If you need the product moved to a different address after delivery, you may arrange transportation at your own expense. If the product is unused, unassembled, and eligible under our Return Policy, you may request a return and place a new order using the correct address. Original shipping fees, return shipping fees, and any additional shipping charges may apply.