Unfortunately we are not able to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase – e.g. your receipt. If believe your product has a fault, you can complete a Return Request and follow the procedure to return the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in, packaging still intact.
If your item is under warranty, please see below details on our Warranty Policy.
NOTE: These products are still guaranteed under the Consumers Guarantees Act (see below).
How to start a return
- Return Request
Please submit your Return Request through our Buschbeck Warranty Returns Team (processed within 2-3 working days).
- We Will Assess Your Claim & Collect
If accepted we will send you a returns advice freight label to attach to the packed goods & arrange a courier collection.
- Providing A Resolution
Once we have received your goods back in good condition we will provide you with the best solution to resolve the issue.
Please submit your Return Request through our Buschbeck Warranty Returns Team via email:
Australia - firstname.lastname@example.org
New Zealand - email@example.com
Your request will be processed within 2-3 working days.
To assist us in processing your warranty claim in a timely manner, please advise the order number, name of the item at fault and the full details of the fault. Once we have received the information we will assess the warranty claim and contact you to arrange the best solution for you.
What happens after your return request has been approved?
- We will send you a Returns Advice to print and attach to the packaged goods
- Please ensure the goods are packed well.
- We will arrange a courier for collection
- The Return Address will be showing on the Returns Advice – please ensure this is visible
- Once your Return is received, it will be checked and you will be contacted with a solution
For additional information on our return policies, please contact our Customer Service team at 1800 839 842 or email us firstname.lastname@example.org
Warranty claims cover only any fault, defect or failure occurring as a result of the manufacturing process on your Buschbeck BBQ / Outdoor Fireplace.
The Buschbeck BBQ / Outdoor Fireplace is warrantied for a period of 2 years from date of purchase.
The Warranty covers major structural cracks that occur as a result of a manufacturing defect that prohibit the unit being used for its intended use, but excludes damage caused by excessive heat or overloading (See assembly instructions).
Small hairline cracks are considered normal, are non-structural and do not constitute a claim.
Warrantee excludes normal wear and tear as would be expected in a masonry cooking device, and is limited to replacement parts and delivery freight only.
Our 2 year warranty applies to claims regarding any fault, defect or failure occurring as a result of the manufacturing process.
Got An Issue?
If you have a warranty issue or returns request that you would like us to review, get in touch now to speak to one of our friendly customer service team members. We aim to get back to you within 24 hours Monday-Friday.