Returns or Exchanges

How do I exchange or return a defective product I bought online?

We would exchange or give you a refund in-store on items you buy online, up to 30 days after you receive your order. Please note that you need to present your packing slip, along with the credit card you used to make your purchase, when you make your exchange or return.

If you would like to return an item by mail, please email us at support@johnstones.com to request an RGA number and obtain return instructions. Please note that an RGA number is necessary in order for us to exchange your product or give you a refund. Shipping and handling (S&H) charges are non-refundable; however, we will refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product has a manufacturing defect.

If I return a product, how long do I have to wait for a refund?

When you return a product, you will receive a refund within 7 business days of us receiving and verifying the item. When you return a product that you have purchased using a credit card, the same card you used will be credited with the refund. If you have selected to pickup in store you have not been charged until you have come to pick it up.

The following products are not Returnable:

Special order Items and barbecues. (20% restocking fee applies to most products that can be returned, some conditions apply call store for details.)
Electrical Items of any kind are non returnable unless in unopened original packaging.
Items on sale, or discounted products.
Parts that have been installed.
Used barbecues are non refundable.