Refund & Return Policy
Refund & Return Policy
Effective Date: August 20, 2026
Golden Goose Smokers (“Golden Goose Smokers,” “we,” “us,” or “our”) builds and sells handcrafted smokers, grills, BBQ equipment, accessories, and custom-made products.
We want you to be satisfied with your purchase. Because many of our products are custom fabricated specifically for individual customers, our return and refund policies differ between standard products and custom orders.
1. Standard, Non-Custom Products
Standard products that have not been customized may be returned within 30 calendar days of delivery for a refund, provided that:
- The item is unused and in new condition.
- The item is not damaged or altered.
- The item is returned with all included accessories, hardware, documentation, and original packaging when reasonably available.
- The customer contacts us and receives return instructions before shipping the item back.
Customers are responsible for return shipping costs for returns based solely on buyer's remorse, ordering the wrong product, or changing their mind.
The original shipping charge is generally non-refundable unless the return is due to an error on our part, a defective product, or damage that occurred before delivery.
2. Custom, Personalized, and Made-to-Order Products
Custom-made, personalized, modified, and made-to-order products are generally non-returnable once fabrication has begun.
This includes, but is not limited to:
- Custom smokers
- Custom grills
- Custom BBQ equipment
- Products manufactured to customer-supplied dimensions
- Products with custom finishes or colors
- Products with personalized logos, names, graphics, or other artwork
- Products with customer-selected modifications or accessories
- Products fabricated specifically for a customer's project or specifications
Because these products are manufactured specifically for the customer, they generally cannot be returned simply because the customer changes their mind, no longer wants the product, orders incorrectly, or is dissatisfied with a preference that was disclosed and approved before fabrication.
This policy does not apply to products that arrive damaged, are materially defective, or are materially different from the specifications approved by the customer.
3. Cancellation of Custom Orders
Customers may request cancellation of a custom order before fabrication begins.
If cancellation is approved before fabrication begins, any refundable amount will be determined after deducting non-refundable expenses already incurred, such as design work, engineering, special-order materials, transaction fees, or other costs that cannot reasonably be recovered.
Once fabrication has begun, cancellation requests are subject to our approval and may result in the customer being responsible for costs already incurred and work already performed.
Any refund of a custom-order deposit or payment will be determined based on the stage of the project and costs incurred.
4. Damaged Products
If your order arrives damaged, please contact us as soon as possible after delivery and provide:
- Your order number;
- A description of the damage; and
- Clear photographs of the product and packaging.
We may request additional photographs or documentation to assist with a shipping or damage claim.
If the product was damaged during shipment, we will work with the customer and/or carrier to determine an appropriate resolution, which may include repair, replacement, or refund, depending on the circumstances.
Customers should not dispose of damaged products or packaging until we have provided further instructions.
5. Defective or Incorrect Products
If you receive a product that is defective or materially different from what you ordered, contact us promptly.
If the issue is confirmed to be our error or a covered defect, we may, at our discretion and as appropriate:
- Repair the product;
- Replace the product or affected component;
- Provide a partial refund; or
- Provide a full refund.
We will not require a customer to pay return shipping for a product that is being returned because we shipped the wrong product or because the product is confirmed to be defective, unless otherwise permitted by applicable law.
6. How to Request a Return
To request a return, contact:
Email: sales@goldengoosesmokers.com
Address: 52 VFW Dr. Suite 103, Hyde Park, VT 05655
Please include your order number, the product you wish to return, the reason for the return, and photographs when applicable.
Do not send a return to our business address until you have received return instructions from us.
Returns sent without prior authorization may be refused or delayed.
7. Return Shipping
For eligible standard-product returns due to buyer's remorse or a change of mind, the customer is responsible for return shipping costs.
For returns resulting from our error, a confirmed manufacturing defect, or a product materially different from the product ordered, Golden Goose Smokers will provide appropriate return-shipping instructions and will be responsible for reasonable return shipping costs where applicable.
Unless otherwise agreed in writing, the customer is responsible for ensuring that returned products are adequately packaged to prevent damage during transportation.
8. Inspection of Returned Products
Returned products will be inspected after receipt.
If an eligible returned product is received damaged, used, altered, incomplete, or otherwise fails to satisfy the conditions of this policy, the amount of the refund may be reduced to reflect the diminished value of the product, to the extent permitted by applicable law.
9. Refunds
Once an eligible return is received and inspected, we will notify the customer whether the return has been approved.
Approved refunds will generally be issued to the original payment method.
We generally process approved refunds within 10 business days after the returned product has been received and approved.
The customer's bank or credit card company may require additional time to post the refund to the customer's account.
Sales Tax: Any sales tax applicable to the customer's state and the transaction will be calculated and added to the total order cost where required by law. Sales tax collected on an order is non-refundable by Golden Goose Smokers, except where a refund or adjustment of the tax is required by applicable law.
10. Deposits
Deposits for custom orders are applied toward the purchase price of the custom product.
Because custom orders may require us to purchase materials, perform design or engineering work, schedule labor, and begin fabrication specifically for the customer, deposits may become partially or fully non-refundable once costs have been incurred or fabrication has begun.
Any refundable amount will be determined based on the applicable order terms and costs incurred.
Any applicable sales tax included in a deposit or payment is non-refundable by Golden Goose Smokers except where otherwise required by applicable law.
11. Exchanges
Exchanges are generally available only for eligible standard products.
Custom, personalized, modified, and made-to-order products are not generally eligible for exchange unless the product is defective, damaged, incorrectly manufactured, or otherwise covered by this policy.
12. Products That Cannot Be Returned
The following products are generally not eligible for return due to buyer's remorse or a change of mind:
- Custom-made products;
- Personalized products;
- Made-to-order products;
- Products manufactured to customer specifications;
- Products that have been modified after purchase;
- Used or damaged products; and
- Products that cannot reasonably be resold in new condition.
Nothing in this section limits any rights a customer may have under applicable law for defective, damaged, or incorrectly supplied merchandise.
13. Warranty Claims
A warranty claim is different from a standard return.
If you believe your product has a manufacturing defect or other warranty issue, contact us at:
We may request photographs, proof of purchase, product information, or an inspection before determining the appropriate remedy.
14. Refund Policy for Taxes and Shipping
When a full refund is issued because of our error, a defective product, or another circumstance requiring a full refund, applicable original shipping charges and taxes will be handled as required by applicable law and the circumstances of the order.
For voluntary returns based on buyer's remorse, the original shipping charge is generally non-refundable.
Sales tax is non-refundable by Golden Goose Smokers except where a refund or adjustment is required by applicable law.
15. No Refund for Unauthorized Returns
Products returned without prior authorization may not be accepted.
Contact us before shipping any product back so that we can provide the correct return address and instructions.
16. Policy Changes
We may update this Refund & Return Policy from time to time. The current version will be posted on our website with the effective date shown above.
17. Contact
Golden Goose Smokers
52 VFW Dr. Suite 103
Hyde Park, VT 05655
Email: sales@goldengoosesmokers.com
For questions about a return, refund, damaged shipment, or custom-order cancellation, please contact us before shipping anything back.
