Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item - refer Exceptions / Non-Returnable Items below.

To be eligible for a return, your item must be in the same condition that you received it, unassembled, unused and in its original packaging. You’ll also require the receipt or proof of purchase.

To start a return, you can send us an email.

We will then provide you with a Return Authorisation Number (RA#) to include when posting the item back to us.

Please note that returns will need to be shipped to the following address at your own cost and will need to include the RA#:

Big Green Egg / Hark Enterprises
RA # (use the one we provided to you)
19-25 Cyber Loop
Dandenong South VIC 3175

Items sent back to us without first requesting a return, will not be accepted.

You can always contact us for any return or refund related enquiries:

e. hello@biggreenegg.com.au
t. 03 9702 8823

Change of Mind
Our team want you to be happy with your purchase. If you have a change of mind, please reach out to us via email and we will try to help.

If you have changed your mind and no exceptions apply (see below), you can return your purchase within 30 days as long as the item is in the original packaging, unopened and if the condition is brand new. We will happily exchange or provide a refund for your purchase. Delivery charges however are non-refundable.

If you're unable to arrange return shipping, our team can assist with organising a pickup and return at your cost. This may be subject to additional charges and can be quoted on a case-by-case basis.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as:

- Big Green Eggs that have been assembled or removed from the original box.
- Barbeque seasonings including rubs and sauces.
- Sale / clearance items
- Gift cards.

Please get in touch if you have questions or concerns about your specific item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Sale / Clearance Items
Please choose carefully when purchasing a clearance or sale items. No change of mind refund, exchanges or credit notes will be issued for clearance or sales items purchased from our office / warehouse or online.

Damages and Issues
Please inspect your order upon receipt and email us immediately if the item has arrived defective, damaged or if you receive the wrong item. We will then evaluate the issue and rectify the issue.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method less any freight costs within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us by email.

If you have any further questions, please don’t hesitate to contact us:

Big Green Egg Australia
Hark Enterprises Pty Ltd
19-25 Cyber Loop, Dandenong South Victoria 3175, Australia
e. hello@biggreenegg.com.au
t. 03 9702 8823

We welcome your questions and comments.

Website Information
All information and product specifications contained on the Big Green Egg Australia website are subject to change without notice, and Big Green Egg reserves the right to modify such information at any time.