Returns & Refunds.

Changed your mind

You can return an in-stock item within 14 days of delivery if it is unused, complete and in its original packaging.

For a kamado, “unused” means it has never been fired — no coal lit in it. A kamado is heavy, so we collect it from you; the actual collection cost is deducted from your refund.

To start a return, message us through our contact page (burnt-carbon.com/contact) or WhatsApp on +971 58 589 5996 with your order number. We’ll arrange collection and refund you once we’ve received and checked the item.

Made-to-order grills

Glazes we don’t have in stock are fired to order — about 10 weeks. You can cancel a made-to-order grill for a full refund until it goes into production; we’ll tell you when that happens. After that it’s made for you and can’t be returned for a change of mind. Faults are always covered (see below).

Damaged on delivery

Please check your order when it arrives. If anything is damaged or missing, send us photos and your order number within 48 hours of delivery and we’ll repair or replace it at our cost.

Faulty items

If something develops a fault, contact us with photos. We’ll repair, replace or refund it in line with UAE consumer protection law. Cracks in the ceramic from a material defect are covered by our 25-year warranty — see the warranty page.

Refunds

Refunds go back to the card or wallet you paid with, through Ziina, within 7 working days of us receiving and checking the return. Your bank may take a few more days to show it.

Nothing in this policy limits your rights under UAE consumer protection law (Federal Law No. 15 of 2020).