Refund Policy
Returns
We have a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible for a return, your item must:
1. Be still in original packaging (unopened inner and outer packaging)
2. Product was never assembled or used
3. The product and packaging is in full sellable condition when received back to our warehouse
If you received a replacement and now wish to return the item, you will need to return both the replacement and original item. If both items are not returned, we cannot honor a refund.
All returns must be post-dated within 30 days of the delivery date. Should the return exceed the 30-day window or arrives in extremely used condition, it will not be accepted and a refund, exchange, or replacement will be denied.
If you are eligible for a return or exchange based on our policy please contact us before mailing your product to:
Sobie's Barbecues
40 Martin Ross Avenue
North York, ON
M3J 2K8
The packing slip/receipt sent with your order is not a return label. No RMA is required. Sobie's does not offer return labels or responsible for return shipping. Shipping costs are non-refundable.
If your package is refused or returned back to us (‘Return to Sender’), you will be responsible for the return shipping costs. Packages refused are subject to additional fees which will be taken out of any eligible refunds after the package is returned to us.
Be sure to include the following information with your return: Name/Email used for the order, Order Number, Reason for Return or indicate the item you wish to exchange for. You can use a piece of paper, enclosed packing slip, or a print out of your email confirmation. This will allow for faster processing.
Processing can take 7-14 Days once we receive it.
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.
Since we are a small business, please let us know if you experienced any issue with the product. Any feedback will be greatly appreciated and will help us to improve future products.
Refunds
Please allow 7-14 business days for returns to be processed. Once it has arrived back at our facility. You will be notified should the return be approved or rejected and refund denied.
If approved, the refund will be returned to the original method of payment within 3-5 business days.
Should you not see the funds returned to the original method of payment by the 5th business day, please contact info@sobies.com to verify the refund has been processed.
Damages & 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
Unfortunately, we cannot accept returns on clearance or sale items.
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.
Late or Missing Refunds
If it has surpassed 5 business days since your return was processed and you have not seen an email notification regarding its status, be sure to check your Junk/SPAM folder as these messages can sometimes end up there. Should no message be found or you are not seeing the funds returned to the original method of payment by the 5th business day, please contact info@sobies.com to verify the refund has been processed.
Missing Items
Contact info@sobies.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.
Verify the packing slip which will list all items enclosed in your package/order. Should any items listed be missing from the package when contacting us please include photo verification of the following: packing slip, all contents from the package, and the shipping label.
We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.