Have you REGISTERED your product? You MUST register your product prior to submitting a support request.
We accept returns only on items purchased directly through Masterbuilt® via our website: www.masterbuilt.com. You can return your product(s) up to 30 days from the original date of shipment. All merchandise must be unused, unassembled, and returned in the original packaging. Please include a copy of the original receipt of purchase.
A full refund for the price of the merchandise will be automatically applied to your credit or debit card within 10 business days after receiving the returned product. If your original form of payment is no longer active, we will send a check within 30 days.
Return shipping is the responsibility of the customer. Original and return shipping costs are non-refundable. All items must be postmarked within 30 days from the original date of shipment.
No refunds will be given on merchandise returned after 30 days of the original date of shipment.
Please give our Consumer Support department a call at 1-800-489-1581 to set up your return. Consumer Support Monday through Wednesday and Friday from 8-5p (EST) and Thursday 9-5p (EST).
This return policy applies only to products purchased directly from Masterbuilt® via website: www.Masterbuilt.com . If you made your purchase through an authorized Masterbuilt® retailer, please contact the retailer directly for information regarding their return policy.
Masterbuilt® warrants all of its products to be free from defects in material and workmanship under proper assembly, normal use and recommended care for 1 year from the date of original retail purchase. Products using only charcoal have a 90-day warranty, with the exception of all Gravity Series(TM) products which have a 1 year warranty. The Masterbuilt® warranty does not cover paint finish as it may burn off during normal use. The Masterbuilt® warranty does not cover rust. Masterbuilt® requires proof of purchase for warranty claim, such as a receipt. Upon the expiration of such warranty, all such liability shall terminate.
Within the stated warranty period, Masterbuilt®, at its discretion, shall replace defective components free of charge, with the owner being responsible for shipping. Should Masterbuilt® require return of component(s) in question for inspection, Masterbuilt® will be responsible for shipping charges to return requested item. This warranty excludes property damage sustained due to misuse, abuse, accident, or damage arising out of transportation.
This express warranty is the sole warranty given by Masterbuilt® and is in lieu of all other warranties, expressed or implied including implied warranty, merchantability, or fitness for a particular purpose. Neither Masterbuilt® nor the retail establishment selling this product has authority to make any warranties or to promise any remedies in addition to or inconsistent with those stated above. Masterbuilt®’s maximum liability, in any event, shall not exceed the purchase price of the product paid by the original consumer/ purchaser. Some states do not allow the exclusion or limitation of incidental or consequential damages. In such a case, the above limitations or exclusions may not be applicable.
California residents only: Not withstanding this limitation of warranty, the following specific restrictions apply; if service, repair, or replacement of the product is not commercially practical, the retailer selling the product or Masterbuilt® will refund the purchase price paid for the product, less the amount directly attributable to use by the original buyer prior to the discovery of the nonconformity. Owner may take the product to the retail establishment selling this product in order to obtain performance under warranty. This express warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
*Accessories and wood products are excluded from the one-year and 90-day warranty. Please contact Masterbuilt® for more information on warranties related to accessories and wood products.
For Masterbuilt® Ceramic Grills
Limited Lifetime Warranty on Ceramic Parts
Masterbuilt® warrants that all ceramic parts used in this Masterbuilt Kamado grill are free of defects in material and workmanship for as long as the original purchaser owns the grill.
5-Year Warranty on Metal Parts
Masterbuilt® warrants that all ceramic, metal and cast iron parts used in this Masterbuilt® grill are free of defects in material and workmanship for a period of five (5) years.
3-Year Warranty on Heat Deflector
Masterbuilt® warrants that the heat deflector frame and ceramic plate(s) used for the Masterbuilt® grill are free of defects in material and workmanship for a period of three (3) years.
1-Year Warranty on Thermometer and Gaskets
Masterbuilt® warrants that the thermometer and gaskets used in this Masterbuilt® grill are free of defects in material and workmanship for a period of one (1) year.
When Does the Warranty Coverage Begin?
Warranty coverage commences on the original date of purchase and covers only the original purchaser. For the warranty to apply, you must register your grill. If a defect in material or workmanship is discovered during the applicable warranty period under normal use and maintenance, Masterbuilt® will, at our sole option, replace or repair the defective component at no cost to you for the component itself. This warranty does not apply to labor, or any other cost associated with the service, repair or operation of the grill. Masterbuilt® will pay all shipping charges on warranty parts.
What is Not Covered?
This warranty does not apply to damage caused by abuse or use of the product for purposes other than that for which it is designed, damage caused by lack of proper use, assembly, maintenance or installation, damages caused by accidents or natural disasters, damage caused by unauthorized attachments or modifications, or damage during transport. This warranty does not cover damage from normal wear and tear from use of the product (for example, scratches, dents, dings and chipping) or changes in the appearance of the grill that do not affect its performance.
This limited warranty is exclusive and in lieu of any other warranty, written or oral, express or implied, including but not limited to the warranty of merchantability or fitness for a particular purpose. The duration of any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose is expressly limited to the duration of the warranty period for the applicable component. *Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
The purchaser’s exclusive remedy for breach of this limited warranty or any implied warranty shall be limited as specified herein to replacement. In no case shall Masterbuilt be liable for any special, incidental or consequential damages. *Some states do not allow the exclusion or limitation of special, incidental or consequential damages, so the above limitation or exclusion may not apply to you.
What Will Void the Warranty?
Purchasing any Masterbuilt® product through an unauthorized dealer voids the warranty. An unauthorized dealer is defined as, but not limited to discount clubs, big box stores or any retailer who has not been expressly granted permission by Masterbuilt® to sell Masterbuilt® products.