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MON to FRI: 9:00AM - 5:00PM EST
Customer Warranty Request
If you’re having issues with your Monument Grills product, fill out this form to request replacement parts or warranty service. We'll review your request and provide a prompt solution.
Warranty Coverage
- Scope: This warranty covers the replacement of parts that prove defective under normal use and service.
- Claim Process:
- Submit a warranty claim. If you have any other question, please contact Customer Service at Customerservice@monumentgrills.com.
- Warranty claims are approved only after Monument Grills confirms the defect.
- Replacement parts are provided without charge if the claim is approved.
- If there is transportation damage, provide photos as evidence for assessment.
Exclusions and Limitations
- Excluded Damages: Monument Grills is not responsible for:
- Consequential or Incidental Damages arising from breach of warranty or failure to meet implied warranty.
- Acts of God such as severe weather (hail, wind, hurricanes, earthquakes, tornadoes).
- Improper Care or Maintenance such as grease fire, misuse, or improper installation.
- Damage from Hostile Environments like inclement weather, animal tampering, or commercial use.
- Alterations or Improper Parts Replacement by anyone other than the manufacturer.
- Transportation Damage not caused by FedEx.
- Discoloration due to Chemicals (from chemicals directly or in the atmosphere).
- Damage due to Severe Weather Conditions.
- Specific Exclusions:
- Ignitor batteries and grill part paint loss, discoloration, rusting, or burn-through.
- Rust or oxidation caused by environmental factors (e.g., humidity, chlorine, salt, industrial fumes).
Warranty Voidance
- Commercial or Rental Use: All warranty coverage is void if the grill is used for commercial or rental purposes.
- Geographical Limitation: Warranty applies only if the grill is used in the United States/Canada.
- Transferability: The warranty is valid only for the original purchaser with proof of purchase from authorized retailers.
- Second-hand or Unauthorized Purchases (e.g., from Non-Monument Grill sellers, eBay, Facebook marketplace, etc.) are not covered.
Shipping & Handling
- Free Shipping for Replacement Parts: All qualifying parts will be shipped at no charge (ground, US Mail, or Parcel Post).
- Special Handling Charges: Consumer is responsible for any expedited shipping costs (e.g., Second Day, overnight).
Proof of Purchase
- Warranty claims require a valid proof of purchase to verify the purchase date.
Returns and Authorization
- Return Authorization Required: Do not return parts without first obtaining a return authorization label from the parts and warranty department.
- Unauthorized Returns: Returns without authorization will not be refunded.
Retailers Parts Request
If you're a retailer needing parts or warranty support for Monument Grills products, complete this form. We'll process your request promptly to ensure a quick resolution.
| COVERED PARTS | WARRANTY TERM |
|---|---|
| Stainless Steel Burners | 8 years |
| Stainless Flame Tamers | 2 years |
| Enameled Flame Tamers | 2 years |
| Cooking Grids | 2 years |
| Stainless Firebox | 2 years |
| Enameled Firebox | 2 years |
| Lid | 2 years |
| Electrical Components | 1 years |
| All Other Parts | 2 years |
Need Help finding your Serial Number?
It is located on the right side of your grill's firebox, under the side burner, shelf, or at the back of the grill.
Frequently Asked Questions
TERMS
Does the warranty cover shipping damage?
Does the warranty cover shipping damage?
Yes, if the product is damaged during shipping, you will need to provide sufficient photo evidence so that we can assess the damage and decide whether to replace the part.
Can I repair or replace the parts if something goes wrong with the grill after the warranty expires?
Can I repair or replace the parts if something goes wrong with the grill after the warranty expires?
You can still repair or replace the part out of the warranty period, but this will not be covered by the warranty. You can contact Monument Grills to purchase the required replacement parts, but all costs will be borne by you.
Who will bear the transportation cost of the replacement parts?
Who will bear the transportation cost of the replacement parts?
If your claim qualifies for warranty, replacement parts will be provided free of charge by the manufacturer and sent by regular express.
When does the warranty not apply?
When does the warranty not apply?
The warranty does not apply in the following cases:
- Natural disasters (such as storms, hurricanes, earthquakes, etc.)
- Improper use or installation (such as installation not according to the instructions, improper maintenance, use of wrong parts, etc.)
- Commercial or rental use.
- Influence of external environment (such as chemicals, excessive humidity, corrosive substances, etc.)
- Grease fires, physical damage, inclement weather conditions.
My grill got rusted, can I do the warranty claim?
My grill got rusted, can I do the warranty claim?
High temperatures, excessive humidity, chlorine, industrial fumes, fertilizers, lawn pesticides and salt are some of the substances that can affect metal coatings. For these reasons, the warranty does not cover rust or oxidization. Should any of the above occur, kindly refer to the care and maintenance section to prolong the lifespan of your unit.
I bought the grill from other channel, Can I apply for the warranty?
I bought the grill from other channel, Can I apply for the warranty?
The warranty is only valid for original purchasers with proof of purchase from authorized retailers. Any product bought second-hand or through an unauthorized retailer, will not be covered by warranty. It is the duty of the purchaser to verify that a retailer is authorized.
My grill has issue, should I return?
My grill has issue, should I return?
Before returning any parts, contact Customer Service at Customerservice@monumentgrills.com. If Monument Grills confirms the defect and approves the claim, we will replace such parts without charge.
I forget my purchase date of grill, how could I enjoy the warranty?
I forget my purchase date of grill, how could I enjoy the warranty?
All warranty claims require a proof of purchase verifying purchase date, you could contact us to find your order information.
What is considered normal wear and tear?
What is considered normal wear and tear?
Our warranties only cover manufacturing defects, not normal wear and tear. Normal wear and tear includes cosmetic and other immaterial deterioration that may come with ownership of your grill over time, such as surface rust, dents, scratches, etc. Acts of nature, or damage by wildlife, are also not covered by warranty.
In the warranty covered parts, What does the electrical components include ?
In the warranty covered parts, What does the electrical components include ?
It includes digital temperature display, temperature sensor, battery box, LED light board, LED light wire, igniter and control panel.
TROUBLESHOOTING
How do I reset my regulator?
How do I reset my regulator?
Turn off your propane tank valve and burner knobs, disconnect the regulator and hose from the propane tank, wait about three minutes, and then reattach the regulator and hose and perform a leak test. Make sure to perform a leak test before your first use, anytime you exchange the propane tank, move your grill, and once a year.
What do I do if my grill is not getting hot?
What do I do if my grill is not getting hot?
Make sure the propane tank has a positive connection to the valve system. Remember to turn off the grill burner knobs and propane tank valve before making or removing a connection.
How hot should my grill get?
How hot should my grill get?
The actual grids will heat up to about 700 degrees, the temperature gauge will heat up and reflect approximately 500 degrees.
How do I clean the glass on the Clear View models, and the Grill itself?
How do I clean the glass on the Clear View models, and the Grill itself?
We suggest using a non-toxic cleaner such as Simple Green, or warm soapy water.
My igniter is not working. How do I fix it?
My igniter is not working. How do I fix it?
Try lighting the grill manually with a lighter or match. If it will light, then you can be certain that the issue is most likely related to the igniter.
Why my grill Burner flame is yellow or orange, how can I do?
Why my grill Burner flame is yellow or orange, how can I do?
You need to clean your burners first. There are deposits, rust and other dirt in the ejection tube, which will also affect the ejection ability and produce yellow fire, so dirt in the ejector should be removed, and the yellow fire can disappear.
The knob light doesn't work, anything could I do?
The knob light doesn't work, anything could I do?
Make sure you've got the batteries snug in the battery box. Refer to the assembly instructions to assemble the knob light, and make sure it's hooked up to the battery case correctly.
Side igniters won’t light?
Side igniters won’t light?
Please check that the LP Tank is connected.If Grill is an NG grill, confirm that the conversion has been complete.
If LP grill, follow regulator reset process
Digital smart screen not working?
Digital smart screen not working?
If ERP is displayed on the screen, check that the probe is properly connected to the display.
- If the connection is correct, reinsert the probe cable. The ERP alarm disappears. If the ERP alarm is still on, then you need to replace the temperature probe. If the ERP alarm is still displayed after replacing the temperature probe, the display is judged to be damaged and the display needs to be replaced.
- If the connection is incorrect, connect the probe correctly according to the instructions. If the ERP alarm is still present, the temperature probe needs to be replaced. If the ERP alarm is still displayed after replacing the temperature probe, the display is judged to be damaged and the display needs to be replaced.
Why is my thermometer fogged up?
Why is my thermometer fogged up?
Condensation forming in your thermometer can happen from time to time throughout the cooking process and is considered normal.
The condensation should go away when not being used. If the condensation does not go away, the thermometer should be replaced.
