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Why Buy from Us

Less Shipping Damage

We pick best carriers for our products, and everything is shipped from just 1 stop away from our factory.

Easier & Faster Support

We're just a chat message or an email away and we respond within 1 business day.

After-sale Service

Whether you'd like to replace a grill part or get an accessory, we're here to accommodate all your needs.

Reduce your Carbon Footprint with Every Purchase!

We ask all our customers to consider our environment before initiating a return. 90% of the products returned to us are broken into pieces and have to go to disposal. To prevent order misplacement, carefully review our product descriptions and contact us with any questions using the chat box. 

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. We accept returns only on items purchased directly through our website: https://www.vessils.com. You are responsible for shipping cost and any damages occurred during shipping. If the return is safely received by us, we will refund the full price, less shipping cost and 10% restocking fee for each unused item. If your order qualified for free shipping, we will not deduct shipping from your refund. All items returned must be unused and in its original condition with original packaging. 

  • If the item is returned with damage, we are unable to give you refund. For any damage occurred during return shipping, customer is responsible for settling with the shipping carrier by filing a claim with them.
  • No refunds will be given on merchandise returned after 30 days of receipt.
  • We are unable to replace a product or issue any refund if the product is tossed away or broken down without our consent.
  • We are unable to accept gift returns.

Please follow the instructions below within 30-days of receiving your order:
  • Please email us at support@vessils.com with your order details and reason for the return. Within 2 business days, we will get back to you with instructions.
  • Please pack your products carefully. If they are made of ceramics, we highly encourage you to secure the packing of the item with extra materials and overpack it over original box.
  • Ship it with your trusted carrier and obtain the tracking number. You are responsible for the return shipping charges. Please return it to the following address: VESSILS Dispatch, 1698 Perimeter Rd, Greenville, SC 29605
  • Notify us with the carrier name and tracking number.
  • Repackage carefully with all the original hangtags and packaging and apply your shipping label to the reusable bag or box.

 

It may take 4-6 days for the refund to be processed by your credit card provider. 

Damages and issues

Upon receipt of the product, please inspect the product immediately. If you receive a damaged item, please report to us (at support@vessils.com) as well as the carrier immediately to start the claim filing process. The damage report must be made to us within 7 days of the delivery date. We are unable to take any responsibility for the damaged product if the damage report is made thereafter. 

Please keep the product and packaging materials in its original condition until further notice. Please note that we cannot replace a product or issue any refund if the product is used, tossed away or broken down without our consent. If packing materials are thrown away without a shipping carrier’s permission and claim is denied subsequently, we are unable to take any responsibility for the damaged product. The damage report must be made to us within 7 days of the delivery date. We are unable to take any responsibility for the damaged product if the damage report is made thereafter. We will ask you for pictures and descriptions of the damaged item and packaging, plus the verification of the claim with the shipping insurance company. Upon the completion of the process, we will send a replacement free of charge or issue full refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like Charcoal Lighters and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on final sale items or gift cards.

Exchanges

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

We offer limited lifetime warranty on ceramic parts of our grills, 5-year warranty on metal parts, 3-year warranty on heat deflector/pizza stones and 1-year warranty on thermometer and gaskets. For details, please refer to our [warranty policies].

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