1. Returns

1. Only unopened, full stock rolls can be returned within 7 days of delivery.

2. A 30% restocking fee will apply to all returns.

3. Custom-cut or installed grass cannot be returned, as it’s made specifically for your space.

4. Installation accessories (tape, adhesive, nails, etc.) are non-returnable once opened.

5. All infills are non-returnable, even if unopened.

6. Returned items must be in their original packaging and in resalable condition.

7. Photos and documentation of the item’s condition may be required to process returns.

⚠️ Note: Statutory consumer rights under Canadian law are not affected by this policy. If a product is defective, misrepresented, or not fit for its intended purpose, you are entitled to a remedy, including repair, replacement, or refund.

2. Exchanges

1. Exchanges are accepted only for defective, damaged, or incorrect items.

2. Contact us within 7 days of delivery with your order number, a description of the issue, and photos.

3. Exchanges are for like-for-like products only. Requests for different colors, pile heights, or types require a new order.

4. Any approved exchange must be completed within 30 days of the original delivery.

3. Refunds

1. Once a return is approved, refunds are issued to your original payment method within 5–10 business days, minus the 30% restocking fee.

2. Refunds cannot be issued for installed or custom-cut grass, opened installation accessories, or any infills.

3. Partial refunds may apply if items are not in their original, resalable condition.

4. Photos and documentation may be required to verify the condition of returned items.

4. Shipping Costs

1. If the return is due to our error (wrong product, damaged during shipping), we cover all return shipping costs.

2. Returns due to customer preference are the customer’s responsibility, including shipping fees.

5. Order Cancellations

1. Orders may be cancelled only if the turf roll has not yet been cut.

2. Contact us immediately if you need to cancel.

3. Orders that have already been cut cannot be cancelled, but the return policy applies once received.

6. Quality & Inspection

1. All products are inspected before shipment to ensure high quality and accuracy.

2. Customers are advised to inspect items upon delivery and report any defects or damages within 7 days.

3. Photos of defects or shipping damage may be required to process exchanges or refunds.

7. Warranty

1. Our artificial grass products are covered by a manufacturer’s warranty for 8 years against manufacturing defects.

2. The warranty does not cover damage from improper installation, misuse, or normal wear and tear.

3. Accessories and infills are not covered under the warranty once opened or installed.

8. Customer Responsibilities

1. Ensure accurate measurement of the area before ordering, especially for custom cuts.

2. Follow installation instructions carefully if self-installing.

3. Keep all receipts, packing materials, and documentation to assist with returns or warranty claims.
    

9. FAQs

Q: Can I return part of a roll?
A: No, only full, unopened stock rolls are eligible for return.

Q: Can I return infill or adhesive if unopened?
A: No, all infills and opened installation accessories are non-returnable, even if unopened.

Q: How long do I have to report a damaged item?
A: Within 7 days of delivery.

Q: Can I exchange for a different color or pile height?
A: Exchanges are like-for-like only; different colors or pile heights require a new order.

Q: Can I cancel my turf order?
A: Orders can only be cancelled if the turf roll has not yet been cut. Once cut, cancellations are not allowed.

Q: How long is the warranty?
A: Our artificial grass is covered by an 8-year warranty against manufacturing defects.