Return window
Tell us within 7 days of delivery that you want to return an item. The parcel itself can reach us afterwards; the notice is what has to land inside the window.
Condition we can accept
Unused, unlit and unassembled, in the original carton with the stone, legs and accessories complete, and with the invoice. An oven that has been fired carries permanent heat staining and soot and cannot be sold as new.
What we cannot take back
Anything lit or assembled, stones that have been used, cut or modified parts, clearance stock, gift cards, and items returned without the packing that keeps the stone away from the shell.
Damaged, wrong or short
Film the parcel as you open it. A cracked stone, a dented shell, a warped door, a bent chimney, the wrong model or a carton short of its listed parts is covered if that unboxing video reaches us within 48 hours of delivery. We cover the replacement and the return freight in those cases, and the invoice in the parcel is all the paperwork we need.
Refund timing
Once a return is approved, the refund is processed within 10 business days to the original UPI handle or bank account. For a Cash on Delivery order we take your UPI ID in writing before releasing it.
How to start a return
Email info@rabbitsupply.shop with the order number, a line about what is wrong, and the video if the parcel arrived damaged. Instructions follow within one to two working days, with a pickup where the route allows one.