Read this first: if something is wrong with a grill, stop assembling it and tell us. A part-built grill cannot go back in its carton, and that is the single most common reason a valid claim becomes a difficult one.
The numbers
| Return window | 7 days from delivery |
|---|---|
| Refund processed within | 12 business days of approval |
| Refunded to | The original UPI ID or bank account |
| Condition required | Unassembled and unused, in the original carton with the hardware bag and invoice |
| Damaged, wrong or short | Film the unboxing and report within 48 hours |
| Restocking fee | None. We charge no restocking fee. |
1. Window
You have 7 days from the delivery date to ask for a return or exchange. The clock starts on the freight partner’s delivery date, not on dispatch.
2. Condition we can accept
- Unassembled — legs not bolted, wheels not fitted, hardware bag unopened or its contents complete.
- Never fired — no charcoal, no first burn, no heat marks on the bowl or grate.
- In the original carton with its inner packaging and edge protectors.
- With the invoice we issued.
Opening the carton, laying the parts out and checking them against the manual is inspection, not use, and does not void a return. Bolting it together and lighting it does.
3. What we cannot take back
- Grills that have been fired — once charcoal has burned in a bowl, the unit cannot be resold.
- Fully or partly assembled grills where the hardware has been used.
- Units damaged by misuse, by cooking fuel other than charcoal, or by being left out in monsoon rain uncovered.
- Grates, covers and accessories that have been used.
- Clearance and final-sale items, where the product page says so.
- Anything returned without the original carton — freight will not carry a bare grill safely, and it will arrive damaged.
- Gift cards and store credit.
4. What is normal on a new grill, and what is not
Normal, not a fault: paint smell and light smoke during the first high-heat burn, as the coating cures; light scuffing on leg tubes and the underside from flat-pack transit; small variations in enamel sheen.
A fault, and covered: chipped or crazed enamel on a visible surface; a dented bowl, lid or ash pan; a warped or twisted grate; missing bolts, wheels, handles or the whole hardware bag; holes that do not line up; the wrong model or size.
5. Damaged, wrong or short on arrival
- Stop assembling. Leave the parts as they are.
- Send the unboxing video — started before the tape was cut, run until every part and the hardware bag was out.
- Report within 48 hours of delivery with photographs of the carton, photographs of the fault and your order number.
We then send a replacement or a full refund, whichever you prefer, and we pay the return freight. Where only one part is wrong — a bent leg, a missing bolt set — a part shipment is usually faster than sending back a whole grill, and we will offer that first. It is your choice.
If the carton is visibly crushed or damp before you accept it, refuse the delivery and tell us. That is the cleanest outcome for everyone.
6. How to start a return
Email us with the subject line Return request and your order number, saying what is wrong, with photographs. We reply within one working day and book collection. Reverse freight is free where the service runs; where it does not, send it back and we reimburse the actual freight against a receipt, with your refund. Please wait for our confirmation — freight will not accept a grill without the right paperwork, and an unannounced consignment is very hard to match to an order.
7. Exchanges
We exchange for a different size or model subject to stock. A price difference is settled before dispatch: we invoice the shortfall or refund the excess to the original route. One exchange per order line.
8. Refunds
Once the grill reaches us and passes inspection we approve the refund and process it within 12 business days. Freight returns take longer to arrive than parcels, so that clock starts when the carton is back with us, not when you hand it over.
- Paid by UPI: refunded to the UPI ID or bank account used at checkout.
- Paid by Cash on Delivery: nominate a UPI ID or bank account and we transfer it. We cannot return cash, because we never received cash.
Where the fault is ours, the shipping you paid is refunded too. Where you changed your mind, the flat ₹99 charged on orders below ₹2,999 is not refunded, because the consignment was already carried. If a partial return drops the amount you keep below ₹2,999, the flat ₹99 is deducted from the refund, since the free-shipping threshold no longer applies.
9. Warranty — what we do and do not offer
We are a retailer. We do not offer a six-month or manufacturer’s warranty of our own and we do not claim one. Where the maker provides a warranty, the card or leaflet in the carton governs it and we will help you find the right service channel. Rust from ordinary outdoor exposure, burn-through on a grate after seasons of use and paint discolouration around the vents are wear, not defects — a charcoal grill lives outside and shows it.
10. Escalation
If a return was not handled to your satisfaction, ask for escalation to our Grievance Officer under the Consumer Protection (E-Commerce) Rules, 2020. Acknowledged within 24 hours, resolved within 15 days.
11. Returns contact
- Kavora Emporium — Kavora Emporium, sole proprietorship
- Returns address: A-29, Khatipura Rd, Kumawat Colony, Alpana Colony, Khatipura, Jhotwara, Jaipur, Rajasthan 302012, India
- Email: connect@kavoraemporium.shop
- Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST. Closed on Sundays and public holidays.