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Warranty queries

What are your warranties?

All warranty details can be found here, as well as in our catalogue and product sheets. Please check Terms & Conditions carefully 

What is the warranty on accessories?

Accessories include Griddle plates, Smoker Box and Sear burner. These all have 1-year warranties. You can find more about warranties here

How do I know what my warranty is and do I have to register?

You do have to register your warranty for it to be valid. These can be found on the Whistler Grills Website under warranty page

Can I get my grill repaired?

Yes, you can get your grill repaired regardless of whether it's still covered by its warranty or not. We work alongside qualified engineers who are available to fix Whistler products. If your product is still under warranty this remains free of charge, however if your product is outside of the warranty period or needs to be repaired through personal damage there will be a sensible charge.

Where can I find my products serial number so i can register it's warranty?

The serial number on any freestanding grill can be found inside of the right hand side door, under the data plate. On any built-in grill, this can be found on the right hand side of the side panel. 

Cirencester units: If the unit has doors, the serial number will be located on the inside panel of the right hand side door. The 45 and 90 degree corner unit serial numbers will be at the back of the corner, The Burford units do not have serial numbers. 

Cleaning queries

How do I clean my infrared burner?

The secret to cleaning an infrared burner is being extremely gentle. We recommend using a very soft scrubbing brush, or, a soft toothbrush to gently scrub the ceramics with warm soapy water and then a soft wet cloth. These infrared burners generally don’t need cleaning, but if you do clean, you must allow the burner to dry out properly and naturally.

How do I clean my cover?

We recommend using warm soapy water and then washing the remains off with clean water. You can then either leave it to dry natural or towel dry.

How do I remove scratches from stainless steel?

Copper Cleaner can be used to gently buff stainless steel. Minor scratches can also be concealed with the use of a stainless-steel polish. 

How do I clean my stainless-steel cooking grate?

It is best to burn off as much of the food residue straight after cooking, and once you have switched off the BBQ and it is cooling down brush the grates with a strong wire brush. If the grates are still not clean enough, once they cool down take them out and wash in warm soapy water and use a metal brillo pad to get off the heavy residue. Alternatively, the cooking grates can go in the dishwasher 

Tips on cleaning your whistler grill to maintain grilling performance?

Your Whistler Grill User Manual includes top tips on how to clean and maintain your grill. User Manuals can be found here. We recommend using warm soapy water, avoiding use of chemical cleaning products at all times.

My BBQ has started to show little rust stains on one of my Cirencester units. Is this serious and what can be done about it?

We are sorry to hear that you have found some areas of rust stain on your Whistler product. This is a very rare occurrence on our Stainless-Steel products and please be assured that this will not be penetrating rust, but more a rust stain. Whilst we make every effort to eliminate any areas exposed to rust, there are a few vulnerable areas where this cannot be totally avoided, namely door magnets, bolts, screws, and welded joints. We advise you to follow a three-step process – clean, prepare and protect.

  1. Use a micro-fibre cloth, and non-abrasive, all-purpose power cream cleaner, working gently over the areas of rust stain.  To avoid creating scratches, always run with the grain of the Steel. We recommend a product such as Bar Keepers Friend All Purpose Power Cream, but to re-emphasise, if an alternative is used, this MUST be non-abrasive. We cannot take responsibility for any damage caused using an abrasive cleaner. The rust stain patches should disappear very quickly,  as it will only be surface contamination. Please note, that you should avoid using cream cleaners on dials in particular,  as this can remove lettering.  
  2. Once the product has been cleaned with the microfibre cloth and a non-abrasive power cream cleaner, you should use a new, clean, wet microfibre cloth to wash off the remaining cream cleaner. This step prepares the product for protection.
  3. Now that the product is clean, we recommend that you spray a light, clear oil onto the steel, gently rubbing this in with a new soft microfibre cloth. Although baby oil can be used, our recommendation is that you use a product that will shine and protect, but that also has anti-fingerprint properties.  We recommend a product such as Autosol Cleaner & Conditioner. This action should reduce the chance of the stain returning.

 

Please remember that BBQs are a little like cars, if you keep them clean and well maintained they will be trouble free for many years, leave them exposed to the elements and don't keep them clean and well maintained, and they will deteriorate.

Should your BBQ be located next to a Hot-Tub or within a Coastal area, please note that we advise protection from the outset. For a brand-new BBQ, you can simply use the same Autosol product as referred to in step 3 above. This will clean, shine, and protect at the outset.

 

 

Review queries

Where can I leave a Whistler review?

We have recently transitioned to Trust Pilot as our review platform, whereby you can view and leave reviews.  As a business we really appreciate honest reviews. 

 

Where can I find reviews on Whistler and their products?

You can find product reviews via Trust Pilot, as well as under the tab 'read reviews' on our website when looking at a specifc product. You can also find Whistler reviews on many of our retailers websites and our social media platforms. 

Delivery queries

What is the delivery time on my order?

You can expect your product to be at your door within 3-5 working days of placing your order. However, should you need specific tracking information please clarify with your retailer. 

 

Do you provide delivery tracking? 

Delivery tracking is bespoke to each individual retailer. However, in the event of an uplift or replacement of a damaged or incorrect product, we will endeavour to understand customer availability and will guarantee a specific day for re-delivery or collection. 

 

 

 

Contact queries

Where do I find support?

Technical Support
If you are having trouble setting your Whistler product up, find damage upon receipt or would like to know any technical information, please contact your retailer in the first instance. As a mandatory process your retailer will complete the technical support form providing Whistler with photographic or video evidence where possible. We are only able to address completed technical support forms. It is very important that any issues or damages are reported to your retailer as close to delivery as possible. 

Service Engineers
Whistler Grills have engineers covering the whole of Mainland UK. These engineers can carry out services or repair/replace damaged products/parts that are covered by warranty.

Customer Support
All other general queries can be sent to Customersupport@whistlergrills.com. Please note, if you contact us via customer support regarding a technical query, we will still require completion of the online form as advised above. 

Whistler Retailers / showrooms

Where can I find a list of retailers that stock Whistler Grills?

Please see our Whistler stockist map for all online and instore retailers! 

Do you have a showroom? Where can I find a retailer with a showroom display? 

We have secured a showroom however it is not open to the public just yet. You can find those with a showroom here! 

Do you have any retailers in Ireland?

We have two retailers based in Ireland; A room Outside and BBQ Northern Ireland

What is the delivery time on my order?

You can expect your product to be at your door within 3-5 working days of placing your order.

Can I collect my product from the warehouse even if I ordered via a retailer?

No, but we can deliver direct to your door on behalf of the retailer, though there may be a cost associated with this.

Where is my grill manufactured?

Whistler grills are manufactured in a high quality, premium BBQ factory in China, who have more than 30 years' experience in premium BBQ manufacturing. 

Do you supply direct?

No we do not sell direct.  

Cover and accessory queries

Should I cover my grill?

Although Whistler Grills are very durable and built to last, we recommend you protect your grill with a cover. Our high quality covers are included when purchasing from the Burford or Bibury range. For all other models you can purchase a cover seperately as an accessory, these are available via Accessories.

The Cirencester cover doesn't seem to fit my Cirencester BBQ?

The Cirencester covers are designed to fit over the BBQ's when the side tables are folded down. If you are attempting to assemble it whilst the side tables are up, it will not fit. Please note, our covers are fitted to protect your product from all weather.  

Do the free-standing barbecues come with a cover?

Our Bibury, Burford, and Broadway BBQ’s all come with high quality covers. A full range of replacement covers can be found on our website and can be purchased from your nearest Retailer.

How do I use my rotisserie?

To use the rotisserie correctly, you place the meat carefully onto the bar, holding it in place with the pronged fittings. You then switch on the rear burner, engage the rotisserie bar into the rotisserie motor, before switching the motor on. This turns the rotisserie automatically. Make sure the piece of meat is not too wide for the cooking area once the lid is down as this will cause rotating issues. Please note, the warming rack will need to be removed when using the rotisserie. 

What are the measurements for the Whistler Griddle Plates?

The Whistler Griddle Plate measurements are as follows: 

Bibury/Burford 3 griddle plate: 326 x 480mm, thickness = 4mm 304 stainless steel.

Bibury/Burford 4 griddle plate: 402 x 480mm, thickness = 4mm 304 stainless steel.

Bibury/Burford 5 griddle plate: 336 x 480mm, thickness = 4mm 304 stainless steel.

What size gas bottle do I need so that it sits inside the BBQ?

You can hold a 5kg gas bottle within the cupboard of our freestanding grills, anything larger will have to stand outside the BBQ. Within the Cirencester range we have a gas bottle cabinet available to purchase, that stores and hides up to a 13kg gas bottle.  

How much weight can the rotisserie hold?

20lb maximum weight limit, but make sure that the BBQ lid can be closed if you choose to cook a big piece of meat. 

How do I use my smoker box?

Remove the grate and place the Smoker Box which is filled with your desired chips on to the frame, then replace the grate and your BBQ is ready to switch on.

Do you carry spare parts?

Yes, we carry spare parts for most of our products. If we don't have them in stock at the time, we can order them from our international factory. 

Can I buy another cast iron Griddle Plate for the Cirencester 4 or 6?

Yes, Whistler Griddle Plates are sold seperately as accessories. 

Are the Sear Burners integrated into the grills or are they a separate unit?

The Sear Burners are an optional extra within our accessories range, replacing one of the cast stainless burners. 

What size is the cast iron grill on the Cirencester 4 and 6?

The Cirencester 4 and 6 cooking grids are similar sizes but not the same. We don't advise using the 4 burner cooking grid for the 6 burner. 

Cirencester 4: Stainless steel cooking grid = 330X427mm, Cast iron cooking plate= 329X426mm

Cirencester 6: Stainless steel cooking grid= 321X429mm, Cast iron cooking plate= 315X426mm

Is the Cirencester cast iron griddle plate reversible?

Yes, the cast iron Griddle Plate is reversible. Both sides can be used, one side is flat and the other ridged. This can also be replaced with grates. 

Can the Smoker Box be used in the Cirencester 4 and 6?

The Smoker Box cannot be used in the Cirencester Range, however this is something we are working towards for the near future.

Can I buy another stainless steel cooking grill for the Cirencester instead of the cast iron cooking plate?

Yes, you are able to buy an additional stainless steel cooking grill to replace the cast iron cooking plate, however these would need to be ordered in due to Whistler not carrying free stock of the stainless steel cooking grid. Here's a video of swapping the grate for a griddle plate. 

Does the Stow come with a Rotisserie?

The Whistler Stow does not come with a Rotisserie, however the Burford 3 heavy duty Rotisserie Kit does fit into the Stow if you decide you would like to purchase a Rotisserie Kit to sit inside the Whistler Stow. 

User Manual queries

Where do I find my model’s manual?

When receiving your BBQ, there will be a User Manual within the box. Alternatively, you can find your products User Manual here

Where can I find the Fridge user manual, my product came without one?

You can find a digital version of the Fridge user manual here.

Do whistler products come assembled?

Whistler products are 90% already assembled, apart from the side tables and unpacking the grates, warming rack and fitting the rotisserie.

General product queries

Where can I find my products serial number?

The series number on any freestanding grill can be found inside of the right hand side door, under the data plate. The series number on any built-in grill can be found on the right hand side of the side panel. 

Cirencester units: If the unit has doors, the series number will be located on the inside panel of the right hand side door. The 45 and 90 degreen corner unit series numbers will be at the back of the corner. The Burford units do not have series numbers. 

Can I modify my grill?

Although we understand everyone has different needs, if any modification to a Whistler grill is carried out which alters it from its original, factory design, it will no longer be covered by its warranty. Once a grill has been modified we, as a company, cannot predict how it will function, or, whether it is safe to use, therefore we do not recommend you modify your Whistler Grill.

Do Whistler products come assembled?

Whistler products are 90% already assembled, apart from the side tables and unpacking the grates, warming rack and fitting the rotisserie.

How do I replace the Griddle Grate with a flat plate?

Watch this video showing you how to swap a Griddle grate with a plate.

Do I need batteries to operate my gas grill?

The Broadway, Tetbury and Cirencester 4 and 6 models are battery powered and therefore require AA batteries, whilst the Bibury and Burford models ignitions are built into the flame control knobs so do not require batteries. 

Can I get my grill repaired?

Yes, you can get your grill repaired regardless of whether it's still covered by its warranty or not. We work alongside qualified engineers who are available to fix Whistler products. If your product is still under warranty this remains free of charge, however if your product is outside of the warranty period or needs to be repaired through personal damage there will be a sensible charge.

Can I find videos of a Whistler grill anywhere? 

Yes, you can head to our YouTube Channel here, where you'll find many videos of our grills, including a Whistler show round. 

Where does the gas supply hose exit a Whistler BBQ?

When standing directly in front of the Whistler grill facing the control panel, the gas connection is on the right hand side, whilst the electric is on the left.

How do I ignite the rear burner?

Due to the British climate, the rear burners can prove to be a little bit tricky to ignite. However, if you turn the knob clockwise until you feel like the ignition is just about to click in, hold it there for 10 seconds or so and then push the ignition. Depending on weather conditions, this may take a few times. If this does not work after more than several attempts, please contact your retailer.

Does the Burford range come with a drip tray?

Yes, the Burford and Bibury Ranges have full sized drip trays. The drip trays have been designed to be full length and full depth in order to catch all fat, grease and residue. They slide out from the barbecue, allowing you to scrape all the residue fat off, and then you can clean the remaining with warm soapy water. You can view the drop tray in this video! 

What is the purpose of the Flame Tamer?

The flame tamer creates an even distribution of the heat and flames from the burners. It also protects the meat from a raw flame, giving you better even cooking results. The flame tamer forms part of the CE Certificate that comes with all Whistler products.

Where can I see the interior of the BBQ's? 

If you wish to view the interior of one of our grills that you are interested in purchasing, please refer to the images of the specific BBQ in Ranges, alternatively you can watch this video. You can also find the configurations of the Cirencester range here. If you'd like to view a Whistler product in person, please see our stockist map for your nearest retailer with a showroom. 

What are the benefits of infrared burners?

Faster grilling time - Infrared burners heat up very quickly so you can get grilling in no time. Infrared heat is not affected by wind and outdoor influences, and therefore when the heat rays hit your meat you get the full energy.

What size gas bottle do I need so that it sits inside the BBQ?

You can hold a 5kg gas bottle within the cupboard of our freestanding grills, anything larger will have to stand outside BBQ. However, within the Cirencester range we have a gas bottle cabinent available to purchase, that stores and hides up to a 13kg gas bottle.  

How long should I preheat my grill for?

You should pre-heat your grill for 10-15 minutes with the lid closed, or, until it reaches around 350 degrees.

What does the BTU rating mean?

The BTU rating stands for the British Thermal Unit, it is a measurement of the total heat output and fuel consumption per hour of all grill burners. It is a fuel efficiency rating, not how hot a grill will get. You can find BTU ratings of our products in their specification by going to the range section of the website.  

What is my Whistler grills BTU rating?

You can find BTU ratings of our products in their specification by going to the range section of the website, as well as on the data label on your grill. This can also be found in the User Manual

What size tank should I use for my Whistler grill?

All of our current full-size propane models are designed for use with standard 20lb propane tanks, however this size does not fit within the unit itself. Our freestanding grills can fit a 5kg gas bottle within the cupboard below. 

What does RRP stand for?

The RRP stands for recommended retail price. The price at which retailers sell our products. 

Do Whistler products come with a gas regulator?

Yes, all of our BBQ models come with a propane push-fit gas regulator and hose. 

Will I get a problem with pressure drop on a long run of the gas pipe if I put the double door unit between the grill and the 90 degree storage unit?

You should only ever have pressure drop issues if you're low on gas. Putting a unit between the grill and where you're storing the gas bottle (in this instance the 90 degree corner unit) should not cause any pressure issues. We provide a long hose alternative to the normal hose so that you can do this, giving you flexibility in the design of your Cirencester Modular Kitchen. (Extra long hose available on request) 

Do you have natural gas models?

We don't currently do a natural gas grill, nor do our models connect/convert to mains gas. However, we are in the process of certifying (CE Certificate) natural gas specific models hopefully ready to launch in 2023!

Can I connect a Whistler grill to an LPG tank?

Due to our grills being designed to work at the pressure of a standard LPG gas cyclinder, and as far as we are aware LPG tanks run at a lower pressure, we do not recommend that our customers connect a Whistler grill to this. 

Which side of the grills does the gas and electric come out of?

When standing directly infront of a Whistler grill facing the control panel, the gas connection is on the right hand side, whilst the electric is on the left. 

Have you any videos of your products?

Yes we have a YouTube channel. You can find videos of our grills by clicking here. 

Do you do any seasonal sales?

Keep an eye out on our socials as well as our retailer website as we often run competitions, offers and deals! 

Facebook: WhistlerGrillsLtd

Instagram: whistlergrillsltd_

Twitter: GrillsLimited

Design queries

Can Whistler design/install outdoor kitchens?

Whistler Grills are BBQ suppliers not kitchen manufacturers therefore we do not get involved in the design or installation of outdoor kitchens. We advise you to follow our guidelines, and health and safety instructions within our Whistler Grills User Manuals. For further information on the design and installation of an outdoor kitchen, please contact customersupport@whistlergrills.com and we will advise you which of our retailers offer this service. 

Do I need batteries to operate my gas grill?

The Broadway, Tetbury and Cirencester 4 and 6 models are battery powered and therefore require AA batteries, whilst the ignitions on the Bibury and Burford models are built into the flame control knobs so do not require batteries. 

Where can I find drawings for a built-in?

Go to the Range section on our website, go to Built-In Heads and Kitchen Units and click on your desired product. You should then see a Technical Spec button. Within this you will find the products specific dimensions and drawings. 

How far do we need to allow to the left of the BBQ to accommodate the motor unit when building around a Burford built-in head?

The motor unit is 130mm, therefore we recommend you leave this amount of room minimum.

Where does the gas supply hose exit a Whistler BBQ?

When standing directly in front of the Whistler Grill facing the control panel, the gas connection is on the right hand side, whilst the electric is on the left.

Can I modify my grill?

Although we understand everyone has different needs, if any modification to a Whistler grill is carried out which alters it from its original, factory design, it will no longer be covered by its warranty. Once a grill has been modified we, as a company, cannot predict how it will function, or, whether it is safe to use, therefore we do not recommend you modify your Whistler Grill.

How far away should my BBQ be from my house/deck?

This can vary by property. If your property is made out of wood cladding, or any combustible material, for safety reasons we recommend you place your barbecue at least 1 metre away from the structure. If your property is built of stone or brick, we recommend you keep your barbecue at least 12 inches away from the structure.

Where can I find my products serial number so i can register it's warranty?

The serial number on any freestanding grill can be found inside of the right hand side door, under the data plate. On any built-in grill, this can be found on the right hand side of the side panel. 

Cirencester units: If the unit has doors, the serial number will be located on the inside panel of the right hand side door. The 45 and 90 degree corner unit serial numbers will be at the back of the corner, The Burford units do not have serial numbers. 

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