My order isn’t as expected – it’s wrong, missing items or damaged. What can I do?
Oh no! We put a lot of thought and care into making sure your order is perfect, but sometimes things go awry. If your recent Red Gum BBQ order isn’t quite right, whether it’s missing items, wrong products, damaged goods, faulty items, or simply not up to our usual high standard, get in touch with us and we’ll get things fixed up lickety-split
First things first – please get in touch within 5 days via this email: athome@redgumbbq.com.au and include images and details of your concern. We will seek to remedy these asap.
Unfortunately, we do not offer exchanges for change of mind. But please do send us an email and let us know why you didn’t love our product.
Eligible for Replacement:
If you have missing items, wrong products, damaged goods or faulty items within your order we would love to organise a replacement for you – please be in touch as outlined below in the ‘What to do’ section.
Returnable & Not Returnable Goods:
Non-perishable goods may be eligible for a return at buyers expense. Perishable goods are not returnable due to health & safety requirements.
What to Do:
- Email Us: Within 5 days of receiving your order, send an email to athome@redgumbbq.com.au with the following:
- Photos of the issue (damaged items, missing items, packaging etc.)
- A brief explanation of the problem
- (If applicable) Why you’d like a replacement for non-perishable items
- We’ll Respond: Our team will review your request and aim to resolve it within 3 business days. If a replacement is possible, we’ll send it out right away. If you need to return the item to us, we’ll send along the details for how to do this.
Refund:
If we’re unable to fix the issue through replacement we may issue a refund. As above, please send an email with details and someone from our customer service team will be in touch within 3 business days.
Contact Us:
If you have any questions about our returns policy or need assistance with a return, please don’t hesitate to contact our team at athome@redgumbbq.com.au. We’re here to help!