We want the Quad® Grill to meet your every expectation, but if you have unpackaged it and it does not, we will gladly allow you to return it. Please contact us within 3 days of receipt of your product regarding any returns. ICWF must be notified at contact us of your intent to return the product. For QuadGrills and accessories, you may return any new, unused and resalable products in their original packaging for a refund of the original purchase price (minus a 15% restocking fee). However, if the return is because of an error on our part, there will be no restocking charge. Any return requests beyond 3 days will be handled on a case by case basis. No consumable product such as charcoal is eligible for return. You will receive your refund within 30 days of tendering your package to the return shipper. Once you have emailed your intent to return an item an ICWF will be in contact with you with 3 days to arrange a pickup of the product. Any returns must be pre-approved. A pickup authorization and return shipping label will be emailed to you upon approval for return.