FAQ / WARRANTY

Does the THAAN GRILL come with a warranty?

Yes, the body of the Thaan Grill is backed by a Limited Lifetime Warranty that covers failure due to defects in materials or workmanship.  As long as the grill is used normally and in accordance with the purposes it was designed for, any defects or issues with workmanship will be repaired or replaced, at our discretion, without charge.  This warranty does not include accessories to the grill such as firebricks, charcoal trays, grill tops, or other accessories.

What is Covered under the Limited Lifetime Warranty?

  • Defects in the material in the body of the Thaan Grill
  • Defects due to workmanship in the body of the Thaan Grill

      What Is Not Covered under the Limited Lifetime Warranty?

      Accessories to the body of the Thaan Grill such as:
      • Firebricks
      • Charcoal trays
      • Grill Tops
      • Tongs, Fans, or other accessories
      Surface issues such as:
      • Scratches
      • Dents
      • Corrosion
        Discoloring by Heat
      • Abrasive and Chemical Cleaners
      IMPORTANT: Surface rust of the discoloration of steel surfaces are NOT covered.

      What Will Void the Warranty?

      Thaan is not responsible for damage resulting from:
      • Accidents
      • Alterations
      • Misuse
      • Abuse
      • Hostile Envrionments
      • Improper Installation

       

      General Warranty for Non-Consumable Thaan Products

      While the accessories to the Thaan Grill are not covered under the Limited Lifetime Warranty, we stand by all of our products.  The General Warranty for non-consumable Thaan products covers any defects in materials or workmanship within the first 12 months following purchase.  That said, if you ever experience a problem with our products, we want to hear about it.  Send us an email at info@thaancharcoal.com, or submit a warranty claim if you have any issues.

       

      How do I submit a warranty claim?

      Submit a warranty claim using this form.

      How quickly will my order ship?

      In-stock orders will ship the same business day if placed before 2pm EST/EDT. Orders placed after 2pm will ship the next business day.

      In-stock orders normally ship within 1 business day unless otherwise noted. However, during times of heavy order volume (especially end of June and December), orders normally ship within 3-5 business days of when they were placed. Generally, all items on backorder or out of stock are marked as such on the site. All shipping transit times quoted are business days (Monday-Friday), not calendar days. Weekends and holidays are not considered business days. We cannot take responsibility for packages that are delivered but not received.

      Can I ship to multiple locations?

      Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.

      Can I change the shipping address once the order has been placed?

      Unfortunately, we cannot change the shipping address on an order after it has been placed. If you have entered your shipping address incorrectly, please email us at info@thaancharcoal.com to have your order canceled.

      How long will it take for my package to arrive?

      Most of our orders get delivered within 3 business days or faster, however please note that it can take up to 5 business days for your order to be delivered.

      What’s your return policy?

      We want our customers to be completely satisfied with our products. We will gladly make a credit or refund on any item purchased directly from thaancharchoal.com. If you receive an item that was damaged in shipping, please contact our customer service center via email info@thaancharcoal.com. Proof or purchase is necessary to make a return or refund.

      How do I make a return?

      All returns must be requested within 90 days of the date item was shipped. To receive a return label, please email request to info@thaancharcoal.com. Included in your return request must be the following information:

      • Copy of invoice and order confirmation
      • Your name, address, phone number, email address
      • Reason for return

        Upon receipt of returned goods according to these conditions the full amount less shipping and handling will be refunded to the original tender.

        Please allow 10 to 12 business days for us to receive and process your return or exchange. You will receive an email notification upon the completion of return processing.