Orders
Status of my order?
Status of my order?
After we receive your order, you'll receive an order confirmation via email within a few minutes. Your order will then be reviewed promptly and shipped within 2–5 business days.
Please note that shipping gas grills may take longer, as they are picked up from us and delivered to you by a freight company. The driver will contact you in advance to arrange a delivery date.
Change / cancel order
Change / cancel order
Changing or canceling an order is only possible within a very short time frame, as our logistics processes are automated to ensure we can deliver to you quickly.
In such a case, please contact our customer service immediately at +49 (0)32 22 185 7753.
Please have your customer number or order number ready so we can quickly locate your order.
Delivery address
Delivery address
We deliver to your desired address in Germany and Austria. Delivery to post offices or PO boxes is not possible. The billing and delivery addresses must be in the same country.
Goods delivered defective or damaged
Goods delivered defective or damaged
If the goods are defective or damaged upon delivery, please notify us immediately by email using the contact form or by phone at +49 (0)32 22 185 7753, but no later than four business days later. We will then discuss the next steps with you.
Complaint
Complaint
Purchase in the online shop: If you have purchased an item from our online shop and have reason to complain about the product, or if a product is defective, please contact our customer service. Please have your order number/invoice number ready.
Purchase from a retailer: If you purchased an item from a retailer (in-store or online) and have reason to complain about the product, or if a product is defective, please contact the retailer directly. Please have your receipt ready. The retailer will then process the return.
Purchases abroad: If you purchased an item abroad, we cannot process your claim. Please submit your claim directly to the retailer.
PAY
Which payment methods are accepted?
Which payment methods are accepted?
You can pay in our online shop using the following payment methods: Visa, Mastercard, Maestro, PayPal, Google Pay, Apple Pay, and purchase on account through Klarna. You'll find all the information you need during the ordering process.
credit card
credit card
We accept VISA and Mastercard.
Once you have successfully entered your credit card details and completed the security check, your order can be completed. The amount will be debited upon shipment. To ensure a high level of payment security, we participate in "Verified by Visa" and "3D Secure System."
If you return or cancel an order, the credit will be refunded to your credit card.
PayPal
PayPal
During the ordering process - after selecting PayPal as your payment method - you will be redirected directly to the PayPal page to make your payment.
If you return or cancel an order, the credit will be refunded to your PayPal account.
The payment cannot be made
The payment cannot be made
If your payment is not processed, there may be several reasons:
- You entered your credit card or personal information incorrectly. Please verify your details are correct and then repay or use a different payment method.
- The credit card has expired or expires at the end of the month. Because you may be required to refund amounts upon cancellation, our system does not accept cards that expire in the current month or within the next four weeks.
- The payment amount exceeds the card's credit limit. Please contact your card issuing bank or use an alternative payment method.
- The bank or credit card company has placed restrictions on online payments for this card.
- You are located in a country from which we do not accept payments when making the payment. Please make the payment from Germany or Austria.
- You are trying to pay with a foreign credit card that our payment service provider does not accept. Please use a German credit card or a PayPal account.
SHIPPING & DELIVERY
Shipping costs
Shipping costs
Shipping costs vary depending on the goods ordered and the value of the goods:
For the shipping of your order, a one-time flat shipping fee of 4.95 euros will be charged, regardless of the order value.
When shipping particularly large and heavy products (gas grills weighing >31.5 kg), shipping costs of 34.99 euros will be charged.
Please note that goods that cannot be sent by parcel (grills, etc.) are always delivered by freight forwarder free curbside.
We ship subsequent deliveries free of charge.
Delivery person missed
Delivery person missed
The delivery person will usually leave a notification card in your mailbox, letting you know whether the package has been left with a neighbor or at a post office. The post office will usually hold the package for you for seven business days.
Delivery speed
Delivery speed
We always try to ship orders as quickly as possible. Standard parcel deliveries usually take 3-4 business days.
Deliveries via freight forwarding typically take 3-5 business days. The freight forwarding company will contact you before delivery to confirm a delivery date.
RETURNS
How do I return goods?
How do I return goods?
Goods that can be sent by parcel: Please enclose the completed cancellation form with your shipment so that we can process your return. You can print the cancellation form online here .
Carefully package the return in its original packaging or your own sturdy box and send it back to us. You will bear the direct cost of returning the goods. Once we receive your return, we will inspect it and promptly refund your money.
If the item is covered by the warranty or is subject to a complaint, our customer service will provide you with a return label for free return shipping.
Freight goods: if you want to return larger products such as a grill or goods that weigh more than 31 kg, please contact our customer service in advance (Tel. +49 (0)32 22 185 7753 / by email using the contact form).
Return costs
Return costs
Goods that can be sent by parcel: You will bear the direct cost of returning the goods. Please note that for freight collect shipments, we charge a processing fee of €20, which we will deduct from your credit note.
Repayments
Repayments
After we receive and inspect your return, we will refund the corresponding amount within 14 days. We will use the same payment method used for the order:
Payment by credit card: The return credit amount will be refunded to your credit card.
Payment via PayPal: The return credit amount will be refunded to your PayPal account.
Payment via Apple Pay or Google Pay: The return credit amount will be refunded to the payment method used for the order.
Payment via Klarna: Klarna processes your refund. The refund is usually made to the account from which the original payment was made.
Right of withdrawal
Right of withdrawal
You can find the cancellation policy and the cancellation form here
CUSTOMER ACCOUNT
Registration / Create a customer account
Registration / Create a customer account
To place an order in our online shop, you can either create a customer account or order as a guest.
Forgot password
Forgot password
You don't need a password to log in to your customer account. Instead, our online shop will send you a one-time password to your email address, which you can use to easily log in to the shop.
Change my personal information
Change my personal information
If you have created a customer account with us, you can change your personal data at any time.
Please note, however, that these changes will not affect orders already placed.
COMPLAINTS / WARRANTY
Guarantee & Warranty
Guarantee & Warranty
Campingaz offers a comprehensive warranty on gas grills, although the warranty period depends on the specific grill model. You can find the exact warranty terms and periods here .
To make a warranty claim, you will need proof of purchase (e.g. invoice, sales receipt).
Please never send us a defective product without first discussing it with customer service. Never return a gas appliance mounted on a gas container (gas cylinder or cartridge).
Transport damage
Transport damage
Please check immediately upon receipt of the delivery, in the presence of the shipping company, for any visible damage to the packaging or the product. If you notice any damage, please refuse to accept the shipment.
If the delivery was accepted, please proceed as follows:
Delivery by DHL: Report the damage at your local post office within 7 business days. Take the package with you as you received it and have a damage report prepared. DHL will notify you and us once it has been processed. Please also inform us at the same time.
Delivery by freight forwarding company: Contact us immediately. If possible, please email us photos of the damage using the contact form. If you accidentally received goods you did not order, please return the entire package to us, indicating this on the cancellation form.
Information on the return process can be found under the "Returns" section.
Receive defective or faulty products
Receive defective or faulty products
If the item arrives defective or is found to be defective within the warranty period, please return it to us along with the completed cancellation form. To ensure a quick and smooth processing of your claim, please note the following points:
Please enclose the following with your return:
1) completed cancellation form
2) Invoice copy
3) short error description
Please contact us in advance by email using the contact form so we can register your complaint and send you a return label. Please then send the product to:
Camping Gaz (Germany) GmbH, Ezetilstraße 5, D-35410 Hungen-Inheiden
SPARE PARTS & INSTRUCTIONS
Buy spare parts
Buy spare parts
You can conveniently purchase all available spare parts in our online shop. If you can't find the part you're looking for there, it's not available.
Operating and assembly instructions
Operating and assembly instructions
We offer the respective user manuals for most of our products as PDF downloads on our website. You can find them in the "Service" section.
If you cannot find the instructions for a product online, please contact our customer service by email using the contact form
Grills: Cleaning gas grills
Grills: Cleaning gas grills
The 3 & 4 Series grills already feature the Campingaz InstaClean system. The grill tray, burner covers, and grill grates can be removed and simply placed in the dishwasher. This allows for quick and effective cleaning.
Alternatively, all Campingaz grills come with a lid that's ideal for cleaning the grill grate using the pyrolysis process. Simply close the lid and burn clean at high heat until the grill grate is covered with ash. Wait until the grill grate has cooled down, then simply brush it clean with a brass or stainless steel brush from our range.
All porcelain-enameled parts or die-cast aluminum can be easily cleaned using a grease remover or dishwashing liquid and a sponge.
If you use your grill frequently, you should clean it approximately once a month. This can also prevent grease fires. Furthermore, the grease drip trays should be cleaned regularly with a mild cleaner.
Our tip: You can line the grill's grease trays with aluminum foil and then carefully replace them without tearing the foil. This makes cleaning even easier. Regularly remove the old foil and replace it. This will ensure you can enjoy your grill for a long time.
Grills: Storing your gas grill in winter
Grills: Storing your gas grill in winter
If you're not grilling in the winter, we recommend thoroughly cleaning the grill after use and removing as much grease and dirt as possible from all parts. Afterward, the grill should ideally be stored in a garden shed or covered shelter over the winter. In any case, additional protection with a grill cover is recommended. If no shelter is available, a good grill cover (e.g., the premium covers from Campingaz) will protect the grill in both winter and summer.
But honestly, who wants to miss out on grilling in winter?!
Grills: Why are parts of my grill rusting?
Grills: Why are parts of my grill rusting?
Some parts of the grill are not made of stainless steel and are not painted. When stored outdoors, these parts may develop slight rust. This does not affect the functionality of the grill or constitute grounds for complaint.
Grills: General handling of gas grills
Grills: General handling of gas grills
Gas grills are very safe to use if you follow a few rules.
Every time you connect a new gas cylinder, you should check the hose and regulator connections for leaks. Apply a soapy solution to the connectors and check for bubbles with the cylinder valve open. If bubbles appear, tighten again. If bubbles still appear, contact customer service.
The hose should also be checked regularly for porous or brittle areas. If so, replace it immediately.
The grease trays must be emptied and cleaned regularly to prevent the grease from catching fire.
After each grilling session, turn off the gas regulator on the grill and the valve on the gas bottle.
Coolers: How long does the cooling capacity last?
Coolers: How long does the cooling capacity last?
The cooling performance of passive coolers is measured according to the widely used EN 12546-2 standard. The test is performed by filling the cooler with water to half its rated capacity (normal tap water) at 5°C and an ambient temperature of 32°C. The performance (expressed in hours) indicates the time required to reach 15°C inside the cooler. Several Freez'Packs are frozen at -19°C and then placed in the cooler with water to simulate some of the usage conditions.
The process is different for electric coolers , as the cooling system works differently. Here, we measure the so-called "Delta T" between the ambient temperature and the internal temperature. For example, the "Delta T" for our 24L and 28L electric coolers is 20 degrees Celsius. So, if the outside temperature is 25 degrees Celsius, the internal temperature of the 24L/28L cooler would be 3 degrees Celsius.
Coolers: Why does condensation form in the cooler?
Coolers: Why does condensation form in the cooler?
Condensation is primarily caused by the temperature difference between the inside of the cooler and the ambient temperature outside. This is especially the case with electric coolers.
To prevent the formation of mold and unpleasant odors caused by moisture and condensation, Campingaz cool boxes are provided with an antimicrobial coating.
Coolers: Can medications be transported in them?
Coolers: Can medications be transported in them?
This has not been tested. We therefore advise against transporting medications in our coolers and cannot accept liability.
GAS CYLINDERS
Where can I buy/exchange gas bottles?
Where can I buy/exchange gas bottles?
Campingaz offers a purchase and exchange system for gas bottles.
You purchase the blue Campingaz gas bottle once and can then exchange it at a dealer if necessary. You can find a list of our gas dealers on our website under "Dealer Search."
If you are looking for dealers abroad, please contact our customer service or visit www.campingaz.co.uk
What you need to know about refilling
What you need to know about refilling
Please observe the safety precautions when using our Campingaz® cartridges and cylinders.
You are strongly advised to follow our instructions and disregard images, videos, and presentations depicting Campingaz® cartridge or cylinder refills under harmful conditions. The content of these recordings may be inappropriate and promote dangerous activities that carry an inherent risk of serious injury or death, and whose purpose cannot in any way be classified as educational, documentary, scientific, or artistic.
Cartridges – NOT REFILLABLE
The risk of refilling is damage to the valve, which could lead to a gas leak. The valve is designed for a single fill during production and is not intended for repeated use; overfilling could potentially lead to explosions.
Cylinders – refilling under strict conditions
Campingaz's refilling process includes systematic maintenance of each cylinder, carefully restoring it to its original condition before it is released back into the market. We individually inspect, test, repair, and paint each cylinder according to strict specifications, including mandatory safety standards.
Gas is a highly flammable product that can be dangerous. Cylinders are designed for use in camping and outdoor areas, where they are often exposed to sun, wind, or rain for extended periods, which underscores the need for thorough inspection during each refill. To guarantee consumers the highest quality and safety standards, we perform the refilling process (with the correct gas composition and weight) under a series of conditions with qualified personnel and appropriate resources. This maintenance is clearly evident not only in the cylinder's good condition but also in the proper seal at the top. For the reasons stated above, you will certainly understand that any encouragement to fill Campingaz® brand cylinders outside the approved process violates basic quality and safety rules.