Refund policy

Returns and Refunds Policy

Last updated: September 9, 2026

Thank you for shopping with Grills El Barril USA. This policy explains our requirements for cancellations, returns, exchanges, refunds, damaged or incorrect items, and warranty claims.

Return Window

You may request to cancel and return an eligible online purchase within five (5) business days after the product is delivered.

To request a return, contact us at gerencia@asadoreselbarril.co and include:

  • Your full name and order number.

  • A copy of a valid identification document, when reasonably necessary to verify the purchaser.

  • Photographs of the product and its packaging.

  • A detailed explanation of the reason for the return.

  • Bank account information only when a bank transfer is required to issue an approved refund.

Do not send a product back before receiving return instructions and authorization from us.

Return Eligibility

To qualify for a return, the product must:

  • Be unused and in the same condition in which it was received.

  • Show no alterations, modifications, or customer-caused damage.

  • Be returned in its original packaging.

  • Include all original labels, manuals, parts, and accessories.

  • Include the receipt or other proof of purchase.

We reserve the right to deny a return that does not meet these conditions or is requested outside the return period, except when otherwise required by applicable law.

Return Shipping Costs

If we shipped the wrong product, an incomplete product, or an incorrect model, or if the product arrived with a verified covered defect, Grills El Barril USA will cover the reasonable return shipping and replacement shipping costs.

If the delivered product matches the order and the return or exchange is requested because of personal preference, the customer is responsible for all return and replacement shipping and logistics costs.

Authorized return address: [COMPLETE THIS FIELD - DO NOT RETURN PRODUCTS TO THE REGISTERED OFFICE UNLESS AUTHORIZED]

Damaged, Missing, or Incorrect Items

Inspect your order immediately after delivery. We recommend photographing the package and product and recording the unboxing process.

Damage, missing parts, or incorrect items must be reported within forty-eight (48) hours after delivery. Your claim should include:

  • Photographs of the exterior and interior packaging.

  • Photographs of the product and affected area.

  • Video evidence, whenever available.

  • A detailed description of the issue.

Claims reported after this period may be denied if the delay prevents us from verifying what occurred, except when otherwise required by applicable law.

Exchanges

Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer an alternative product, store credit, or a refund, as agreed with the customer and as permitted by law.

Refunds

After we receive and inspect the returned product, we will notify you whether the refund has been approved or denied.

If approved, we will initiate the refund within four (4) business days using the original payment method whenever possible. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

If the customer paid a separate shipping charge and the return results from our shipping error or a covered defect, the approved refund will include the product price and the applicable original shipping charge. If Grills El Barril USA originally covered shipping and the customer is returning an accurately fulfilled, non-defective product for personal preference, the actual outbound and return logistics costs may be deducted from the refund to the extent permitted by law.

Lost or Undelivered Orders

If the carrier confirms that an order was lost or cannot be delivered, we may reship the order or issue the applicable refund. We will coordinate the available resolution with the customer.

Warranty Coverage

Warranty coverage applies only to products purchased from Grills El Barril USA or an authorized seller and begins on the original purchase date.

Lite Line

Warranty period: One (1) year.

Coverage includes verified manufacturing, welding, structural, cutting, assembly, and abnormal barrel-deformation defects.

Premium Line

Warranty period: Two (2) years.

Coverage includes the Lite Line benefits and extended coverage for verified structural manufacturing defects.

Accessories

Warranty period: One (1) year.

Coverage includes verified manufacturing, structural, welding, abnormal-deformation, and hardware defects.

Black Series

Warranty period: One (1) year.

Coverage includes verified manufacturing, welding, and structural defects.

Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear.

  • Cosmetic changes caused by heat, smoke, or ordinary use.

  • Rust or corrosion caused by inadequate cleaning, maintenance, seasoning, protection, or storage.

  • Damage caused by impact, accident, misuse, abuse, neglect, or natural events.

  • Damage caused by improper assembly, cleaning, storage, or use contrary to the manufacturer's instructions.

  • Unauthorized repairs, alterations, or modifications.

  • Products purchased from unauthorized sellers.

Our products are designed primarily for residential use. Products used in restaurants, hotels, catering operations, rentals, or commercial events may be subject to special warranty conditions or coverage proportionate to the intensity of use, to the extent permitted by law.

Warranty Claims

To submit a warranty claim, email gerencia@asadoreselbarril.co with your proof of purchase, contact information, a detailed description, and clear photographs or videos. We will respond within fifteen (15) business days.

This policy does not limit any non-waivable rights available under applicable law.