Refund and return policy

I did not receive confirmation of my purchase
After placing an order, you will receive a confirmation e-mail. Didn't receive an e-mail from us? Then please contact us via info@delnord.com

Can I cancel my order?
If you have not yet received an order confirmation from us, you can cancel your order. Please indicate this via the contact form. Other conditions, such as revocation, can be found described in our terms and conditions.

Do I have to pay for my order immediately?
Yes, you should complete payment directly while placing your order in the online shop.

How do I file a complaint?
Do you have a complaint about your order, our products or our service? Let us know via the contact form.

To handle your complaint as quickly as possible, please provide your name, address, order number and a clear description of your complaint. We will do our best to resolve your complaint immediately or within 14 days.

Important note:
If you experience a problem with deliveries or product complaints, we ask that you report it to us as soon as possible, but no later than two days after discovering the problem.

Shipping and delivery

What is the delivery time of my order?

The delivery time of your order depends on the availability of the product and the time of ordering. After your order, the barbecue goes into production. Depending on the type, the delivery time is on average 3 to 5 weeks. (Corten version ± 3 weeks. Colour versions ± 5 weeks. Stainless steel version ± 4 weeks).
If the product is in stock and you place the order on a working day (Monday to Friday), your order will be shipped within 5 working days.

Return

Can I return my order?
Not satisfied with your purchase? You can return the product to us within 14 days of delivery.

As a consumer, you have the right to dissolve the contract and return the product within 14 days of receiving it. Although we may ask about the reason for withdrawal, you are not obliged to provide it.

During the cooling-off period, you should handle the product and its packaging with care. You may only unpack or use the product to the extent necessary to establish the nature, characteristics and functioning of the product.

You can use the legal right of withdrawal via the withdrawal form? Please always include your name, address and order number. We will send you confirmation of the revocation as soon as possible.

After reporting the withdrawal, you are obliged to return the product, including all included accessories, to us in its original condition and packaging and in accordance with our provided instructions within 14 days.

Note:

The cost of returning is at your own expense. We will refund the purchase price within 14 days of receiving and inspecting the Del Nord barbecue.

Can I return my order if I have already opened the parcel?
Have you opened the parcel, but the product does not meet your expectations? Then you can return the product within 14 days of delivery. Make sure the product is clean, unused and undamaged and return it in its original packaging.

Returns do not apply to personalised barbecues and/or barbecues with special colour requirements outside the 10 standard colours.

Refund on your Del Nord barbecue?
If you return a product or cancel an order, you will receive the purchase price via the same payment method you used to pay. This can take up to 14 days.

Note: You will only be refunded the purchase price. Return shipping costs are at your own expense.