Primo XL 400 Oval Ceramic Charcoal Kamado Grill (PGCXLH)

You can typically expect your items to arrive within 4-7 business days. See Shipping Policy

Important: A 25% restocking fee applies to all buyer's remorse or change-of-mind returns.

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Cypress Oasis website located at www.cypressoasis.com ("Website").

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team. You can reach us by email at sales@cypressoasis.com or by phone at +1 (504) 784-1488. Our business hours are Monday through Friday, from 9:00 AM to 5:00 PM CST. Our address is 141 Allen Toussaint Blvd #1047, New Orleans, LA 70124

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason, subject to the conditions outlined below. Please note that a 25% restocking fee applies to all change-of-mind returns.

3.1 Conditions for Return

To be eligible for a return, the item must be unused, undamaged, and in the exact same condition that you received it. It must also be in the original packaging, with all labels and tags securely attached. A receipt or proof of purchase is required to process your return.

4. Return Process

4.1 Initiating a Return

To initiate a return, you must contact our Customer Service team within 30 days of receiving your order. You can email us at sales@cypressoasis.com or call us at +1 (504) 784-1488. When contacting us, please provide your order number and a detailed reason for the return. After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a return shipping label.

4.2 Preparing Your Return

When preparing your return, securely pack the item in its original packaging. Ensure that all accessories, manuals, and free gifts are included in the package. You must also include the return authorization form and any necessary supporting documents or images. For change-of-mind returns, the customer pays return shipping and must arrange and pay for their own LTL freight pickup. For defective, damaged, or incorrect items, we will cover return shipping costs.

4.3 Shipping the Return

All returns must be shipped via LTL Freight Shipping. You must ship the package within 14 days of receiving the return authorization. We strongly recommend using a trackable shipping method to ensure your package arrives safely.

All returns must be shipped to: Cypress Oasis, 141 Allen Toussaint Blvd #1047, New Orleans, LA 70124

5. Return Shipping Costs

For change-of-mind returns, all return shipping costs are the responsibility of the customer. We cover return shipping costs for defective, damaged, or incorrect items.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

For change-of-mind returns, items must be unused, undamaged, and in their original packaging. The return request must be made within 30 days of receipt. A refund will be issued to the original payment method, minus a 25% restocking fee.

6.2 Defective or Damaged Goods

If you receive defective or damaged goods, please contact us within 7 days of receiving the item. You will need to provide photos or videos demonstrating the defect or damage. Upon verification, we will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

If you receive an incorrect product, please inform us immediately upon receipt. We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product as quickly as possible.

6.4 Product Never Arrived

If your product does not arrive within the estimated delivery time, please contact us. We will initiate an investigation with the carrier. If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

You can cancel your order for a full refund if it has not yet been shipped. If the order has already been shipped, please follow the standard return procedure after receiving the product.

Return Eligibility Summary

Category

Details

Eligible for Return

Items returned within 30 days of receipt, unused, in original condition and packaging, with proof of purchase.

Non-Returnable Items

Clearance items, custom orders, items damaged by the customer, and items returned after 30 days.

Restocking Fee

25% of purchase price (applies to change-of-mind returns only).

Shipping Costs

Customer pays return shipping (applies to change-of-mind returns only).

7. Exceptions to the Return Policy

Certain items are non-returnable and non-refundable. These include custom or personalized products made to your specifications, and perishable goods such as food, flowers, newspapers, or magazines. Intimate or sanitary goods, including underwear, swimwear, and personal care items, are also non-returnable unless they remain unopened and unused. Finally, gift cards and downloadable software products cannot be returned.

8. Refunds

8.1 Refund Conditions

Refunds are issued only after we receive and inspect the returned item. We will notify you via email regarding the approval or rejection of your refund. To be approved, items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

Approved refunds will be processed to the original payment method used at the time of purchase. It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations. This includes items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error. Partial refunds may also apply to items returned more than 30 days after delivery.

9. Exchanges

We accept exchanges and will replace items if they are defective, damaged, or incorrect. To request an exchange, please contact us at sales@cypressoasis.com. There is no cost to the customer for exchanges, as shipping costs are covered by CYPRESS OASIS.

10. Timelines

Returns must be requested within 30 days of receiving the product. Once authorized, the item must be shipped back to us within 14 days of receiving your Return Authorization. After receiving and inspecting the returned item, we will process the refund within 14 days. It may take up to an additional 14 days for the refund to appear in your account after approval.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please contact our Customer Service team. You can reach us by email at sales@cypressoasis.com or by phone at +1 (504) 784-1488.

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

CYPRESS OASIS

Phone: +1 (504) 784-1488

Email: sales@cypressoasis.com

Business Hours: 9am-5pm CST

Address: 141 Allen Toussaint Blvd #1047, New Orleans, LA 70124