Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your purchase to request a return. We want you to get the most from the products you purchase from Oven Brothers Ltd. Our products come with a 30 day customer satisfaction guarantee, less a restocking fee. Restocking fees are equal to 20% of the value of the product sold.

In cases where the product (including its crate, manuals, etc.) is damaged either cosmetically or functionally, there may be an additional restocking fee (as it will require repair, repackaging or refurbishing before it can be sold again). In all cases the customer is responsible for all shipping charges on the return shipment.

To qualify for a customer satisfaction guarantee, the following procedure must be followed:

1. Verify that the product is in as-new condition. Damaged, abused or obviously used products will be subject up to 50% restocking fees.
2. Please contact us via email at woodfired@ovenbros.com within 30 days of receiving your purchase with order number and let us know that you would like to return a product.
3. If we cannot address your concerns with the product, we will provide you with return instructions.
4. Repack the product in the original product packaging with all original enclosures, accessories and manuals.
5. Returns must be shipped via freight pre-paid by a method that provides proof of delivery.

Please note items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at woodfired@ovenbros.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
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), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on final sale items or gift cards.

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.