1. 14-day withdrawal period

As a consumer, you may withdraw from an agreement concluded online without giving a reason up to 14 days after the day on which you, or a third party designated by you who is not the carrier, received the product.

Does one order consist of multiple products that are delivered separately? In that case, the withdrawal period begins on the day after you receive the last product.

The statutory right of withdrawal does not apply to business purchases. Business returns are subject only to separate written agreements.

2. Registering a return or withdrawal

Let us know unambiguously before the end of the withdrawal period that you wish to withdraw from the agreement. You can do this by email via info@titankamado.com or via the contact form on our website.

When registering your return, provide:

• your name and contact details;
• the order number;
• which products you wish to return;
• the desired collection date if it concerns a kamado.

You do not need to provide a reason for the return. You may use the statutory model withdrawal form, but this is not mandatory.

3. Return period

After notifying us of your withdrawal, you must return the product within 14 days at the latest. Due to its weight and fragility, a kamado must be returned using suitable pallet transport.

Before shipping, contact us for the correct return address and the necessary return instructions. Registering a return is not a request for permission and does not limit your right of withdrawal.

4. Returning accessories and parcels

Accessories and other products that can be shipped as a regular parcel may be returned after registration, in accordance with the return instructions you receive from us.

Carefully package the product and, where possible, use the original packaging. Do not attach a shipping label directly to the product packaging. Keep the shipping receipt and tracking details until the return has been fully processed.

5. Returning a kamado

Due to its weight, size, and fragility, a kamado must be returned via suitable pallet transport. You must select and arrange a suitable carrier yourself. The costs and risk of return transport are at your expense until the return shipment has been received by Titan Kamado.

The kamado and all included parts must be placed on a suitable, stable pallet and reasonably safely packaged for transport. Where possible, use the original pallet and protective packaging. We recommend using a carrier with trackable transport and transport insurance appropriate for the value of the shipment. Keep the shipping receipt until the return has been fully processed.

6. Return costs in the event of withdrawal

In the case of a regular withdrawal, the direct return costs and transport risk are borne by the consumer. This applies to both parcel products and kamados. You select, arrange, and pay for a suitable carrier yourself.

Titan Kamado does not determine or cover the return costs. Before shipping, request a quote yourself from the carrier you select. Due to its weight, size, and fragility, a kamado requires suitable pallet transport.

7. Incorrect, damaged, or defective product

Have you received the wrong product, or was the product delivered damaged or defective? Report this as soon as possible via info@titankamado.com. State your order number and include clear photos of the packaging, shipping label, complete product, and the damage or discrepancy.

The necessary return costs and transport risk of a product delivered incorrectly, damaged, or defective are not at your expense, provided that you follow our reasonable return instructions. We will provide appropriate return or repair instructions and bear the reasonable costs of the agreed solution. This arrangement does not limit your statutory warranty rights.

8. Inspecting the product during the cooling-off period

You may examine and assess the product as would reasonably be possible in a store. You are liable for any reduction in value that arises because you use the product beyond what is necessary for this assessment.

In the case of a kamado, a reduction in value may occur, among other things, when charcoal has been lit, food has been prepared, the kamado has been left outdoors for an extended period, parts are missing, or visible marks or damage have arisen through assembly or use. Carefully opening the packaging and checking the parts does not invalidate the right of withdrawal.

9. Returning the Product Complete and Safely

Return the product with all reasonably associated parts, accessories, manuals and, where possible, the original packaging. Ensure packaging suitable for the product's weight, size and fragility.

Missing parts, transport damage due to inadequate packaging or other demonstrable reduction in value may be deducted from the refund, insofar as permitted by law.

10. Exceptions to the right of withdrawal

The right of withdrawal does not apply to products manufactured at the consumer's explicit request according to individual specifications or that are clearly personal in nature. Choosing a standard size, standard color, standard base or standard package does not automatically make a product custom-made.

If a statutory exception applies, we will clearly state this for the product concerned before purchase.

11. Exchanges

Would you like to exchange a product? First report the return in accordance with this policy and, if desired, place a new order. This makes it immediately clear whether the desired replacement product is available. Any additional payment or refund will be processed separately.

12. Refunds

The method and timeframe for refunds are set out in our separate refund policy.