Restaurant Grade Charcoal

Returns Policy

Most of our items (excluding sale or clearance) are eligible for return within 30 days of purchase. We can either refund your money or send a replacement. Return postage should be covered by the buyer however we make our return postage in some instances..

To be eligible for a return and to receive a refund, the item must be sent unused and in the same condition that you received it. It must also be in the original packaging. Please contact us prior to returning items and obtain an RMA# (Return Merchandise Authorization Number).  Include this number on the shipping label along with your order ID, name of the sender, the product being returned, the of items being returned, and the reason for return. To complete your return, we require a receipt or proof of purchase. This can be printed of order information./p>

Please do not send your purchase back to us without prior authorization as this may void your return and incur an admin charge to locate the parcel. 

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your return is approved, then your refund will be processed back to your original method of payment. Please allow up to 7 working for your refund to appear on your statement. If you haven’t received a refund in the specified time, first check your original method of payment statement. Then contact your credit card/ payment company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us by using our contact form. Please note that only regular priced items may be refunded, unfortunately, sale or clearance items cannot be refunded. Exchanges (Damaged/ Faulty item) If you like to get an exchange instead of a refund for a faulty or damaged item received, then we will need proof of damage or fault and you must notify us within 30 days of purchase. We will send a replacement of the same value as the original item to you at no cost to you. Exchanges (Change of mind or other customer reasons) If you change your mind to exchange your purchase then we do offer an exchange within 30 days of purchase provided the original item is not used and you can return it in its original packaging. Please contact us to agree with an exchange of an item. Please note a few conditions of the exchange below: If the price of the item you want in exchange is higher than the original item purchased then the difference should be paid before we ship the new item. Return postage of original item and postage of replacement to be paid by you. Replacement will be sent after the above costs are covered and the original item is received back. If the item you like to get is less in value than the original item then we will issue a refund of the difference, however, all postage costs mentioned above are still to be paid. If the original item is damaged in transit or if it is not in its original packaging while returning then we will not be responsible and may not issue a refund. Hence we recommend packing items securely to avoid damage. Return Shipping To return your product, you should post your product to: homatzuk@gmail.com Unit 6, Phase 3 Lloyds Street Industrial Estate Glasgow G73 1NP You will be responsible for paying for your own shipping costs for returning your item unless specified otherwise. If you receive a refund, the cost of return shipping may be deducted from your refund. Depending on the courier used, the time may vary for the product to reach us. We recommend using a tracked service.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.