FAQ - Orders & Support

Once an order has been confirmed and is being processed, it usually cannot be changed or canceled. Please contact our customer service as soon as possible to discuss your options.

Yes, you will receive a confirmation email once your order is placed.

Yes! An invoice is automatically sent to your email with every order, so you’ll always have a record of your purchase.

Yes! As soon as your order has been shipped, you will receive an email with a tracking link from the carrier.

We aim to deliver your order within 5 business days (in Belgium 3 business days). Once your shipment has been collected by our delivery partner, you will receive an email with the shipping details and tracking information.

You can find the full list of countries we deliver to on our Shipping Policy page.

If your country isn’t listed, feel free to contact us. We can check if there is an official distributor in your region who can assist you.

All our items are shipped via DPD or Mainfreight, depending on weight, with tracking number, and arrive with the necessary protection.

Please contact  us as soon as possible.
Make sure to take clear photos of the damaged items and the packaging. This will help us assess the situation quickly and provide the best possible solution, such as a replacement or refund.

Please contact  us with your order reference, and we will investigate the issue for you.

Yes! For each item spare parts can be found and sold via the spare parts page.

Accessories come with a standard 2-year warranty.

For appliances, the warranty period may vary. Certain components may have a limited 5-year warranty, in accordance with legal requirements.

Always consult your product manual for exact warranty details.

The warranty covers proven manufacturing defects and material defects under normal use.

The warranty does not cover:

• Damage caused by normal wear and tear
• Poor maintenance
• Incorrect use
• Parts requiring regular maintenance

If it is determined that the product has not been properly maintained (for example, dirt
or spider webs inside burners), the warranty may be void.

Parts such as:

• Burner caps / heat tents
• Holders / fixtures
• Components in the grease collection area

are generally not covered under warranty.

These parts are exposed to heat, grease and moisture and require regular maintenance.

Rust or corrosion resulting from:

• Use
• Environmental conditions
• Maintenance

is not considered a manufacturing defect and is generally excluded from warranty
coverage.

If a crack occurs as a result of corrosion, environmental factors or insufficient
maintenance, it is not covered under warranty.

Only proven manufacturing defects are covered.

We offer a wide range of secure and convenient payment methods to suit your preferences. You can pay for your order using:

• Bancontact
• iDEAL
• Visa and Mastercard
• American Express (Amex)
• PayPal
• Klarna (Pay later or in installments, where available)

All payments are processed through encrypted and secure payment gateways, ensuring your information remains fully protected.

Absolutely. All transactions are encrypted and processed securely.

Shipping costs depend on the country and order amount:

You aren't 100% satisfied with your purchase? No worries, you can return your purchased goods within 14 days after receipt of your order.

All information about returning an order can be found on our Returns & Refunds page.

General information:

• We do not provide return labels; you can send the package back via any shipping service of your choice.
• Once our warehouse receives and inspects the return, we will refund your payment as quickly as possible.
• Barbecook offers a 14 day money back guarantee.
• If the items are in new condition, complete and in the original packaging, your return will be accepted without question.

What conditions must be met to qualify for a refund?

• The goods are unused/are in the same condition in which you received them;
• The goods contain no trace of use or damage;
• The goods are in the original product packaging;
• Presence of all original accessories, packaging, documents, certificates...;

Packages should be returned to the address below:

LivWise NV
Vaart Rechteroever 49/51
9800 Deinze
Belgium 

For warranty or delivery issues, please first contact the store where you purchased the product. They will remain your primary point of contact.

If you purchased directly from our webshop, you can contact us via our contact form. Please include:

• Order number & date
• Product details (name & article number)
• A brief description of the problem

This helps us process your case faster.

Barbecook offers a 14 day money back guarantee.

What conditions must be met to qualify for a refund?

• The goods are unused/are in the same condition in which you received them;
• The goods contain no trace of use or damage;
• The goods are in the original product packaging
• Presence of all original accessories, packaging, documents, certificates...

All information about returning an order can be found on our refund page.

We don’t offer direct product exchanges.

However, if you’d like to receive a voucher of equal value instead, please contact our customer service team, they’ll be happy to assist you.