Refund & Exchange Policy

1. Returns

Only unopened, full stock rolls can be returned within 7 days of delivery.
A 30% restocking fee will apply to all returns.
Custom-cut or installed grass cannot be returned, as it’s made specifically for your space.
Installation accessories (tape, adhesive, nails, etc.) are non-returnable once opened.
All infills are non-returnable, even if unopened.
Returned items must be in their original packaging and in resalable condition.
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

Exchanges are accepted only for defective, damaged, or incorrect items.
Contact us within 7 days of delivery with your order number, a description of the issue, and photos.
Exchanges are for like-for-like products only. Requests for different colors, pile heights, or types require a new order.
Any approved exchange must be completed within 30 days of the original delivery.

3. Refunds

Once a return is approved, refunds are issued to your original payment method within 5–10 business days, minus the 30% restocking fee.
Refunds cannot be issued for installed or custom-cut grass, opened installation accessories, or any infills.
Partial refunds may apply if items are not in their original, resalable condition.
Photos and documentation may be required to verify the condition of returned items.

4. Shipping Costs

If the return is due to our error (wrong product, damaged during shipping), we cover all return shipping costs.
Returns due to customer preference are the customer’s responsibility, including shipping fees.

5. Order Cancellations

Orders may be cancelled only if the turf roll has not yet been cut.
Contact us immediately if you need to cancel.
Orders that have already been cut cannot be cancelled, but the return policy applies once received.

6. Quality & Inspection

All products are inspected before shipment to ensure high quality and accuracy.
Customers are advised to inspect items upon delivery and report any defects or damages within 7 days.
Photos of defects or shipping damage may be required to process exchanges or refunds.

7. Warranty

Our artificial grass products are covered by a manufacturer’s warranty for 8 years against manufacturing defects.
The warranty does not cover damage from improper installation, misuse, or normal wear and tear.
Accessories and infills are not covered under the warranty once opened or installed.

8. Customer Responsibilities

Ensure accurate measurement of the area before ordering, especially for custom cuts.
Follow installation instructions carefully if self-installing.
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.

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See What Our Clients Say

Great to deal with! Very professional and prompt. I would highly recommend their services.

rush

Alex Lifeson
(from the band Rush)

The team at Echoing Green took the time to understand our unique needs and vision for the school grounds. They provided valuable insights and suggestions to ensure we would get the most out of our turf installation. Their attention to detail and commitment to customer satisfaction set them apart from other companies we considered.

victoria

Marcela Hazell

While our installation was small, the yard looks great! The quotation and booking process was smooth and Echoing Green completed the job right on time. We are very happy with the entire process and the finished product.

David W

I’ve always taken pride in having the greenest lawn in the neighbourhood, but mowing, watering and weeding is a lot of work for an old man. Since installing Echoing Green artificial grass, I get to have the perfect green grass without having to work out in the hot sun. My wife enjoys my free time too :)

Bruce

Echoing Green is by far the best turf of all samples we got. Their product is so well textured that walking bare foot on it feels natural and comfortable. Out of all five different quotes and samples we got, Echoing Green provided the best product at the best value. They are extremely professional. From the first meeting to the delivery of the project, they were always transparent, on time and customer focused.

JR Graterol

After 3 years of contemplating turf installation I decided this was the right time. I contacted Echoing Green amongst a few other suppliers however the others were only content to provide an online estimate from my measurements where Caryn with attention to detail scheduled a visit. Caryn was very engaged and was in constant communication up to the install date. Installation team was very knowledgeable, attentive to detail and did a wonderful job.

Les Wakeling

We did a lot of research on artificial grass and asked for a few quotes from specialized companies in the GTA. Echoing green were fast to respond and provide a fair quote for our front yard (approx 500 sqft). Caryn was knowledgeable and came for a site visit to measure and answer questions before giving us the final quote and scheduled the installation for July. Highly recommend artificial turf & the services of Echoing Green.

Jacob BD

After moving into our condo from a little townhome last year, one of the things we missed the most was an outdoor play area for our small dog. We decided to have Echoing Green install their artificial pet grass on our balcony, and our little guy could not be happier. He enjoys rolling around in it, and cleaning up his bathroom messes are super easy. We also can’t help but run our feet through it when we’re sitting outside - it feels just like real grass!

Jillian

I'm absolutely thrilled with Echoing Green! The communication with Caryn was top-notch - she was responsive and kept me updated throughout the entire process. The pet turf they installed is perfect, and my 3 Dobermans love it just as much as I do! Joe and his team went above and beyond to ensure everything was done to perfection.

Anna G.

Caryn who came initially to measure and give us a quote was very professional and listened to what we wanted. She also communicated regularly to give us any updates. Curtis and Scott who came to do the installation were both extremely pleasant and very hard working. They too, took the time to answer all of our questions regarding the installation!

Catherine Lindley

We are so pleased with the service and quality we received with Echoing Green. From start to finish, the service was exceptional. Caryn provided us with lots of great ideas to enhance our space and provided a quote which was unmatched. Kurtis, Scott and their team were extremely professional and efficient. We couldn't be more thrilled with Echoing Green, and look forward to enjoying our space for years to come.

Sheba Jay

We are extremely pleased with Echoing Green and superior customer service, high quality product, professionalism of the installation team and the stunning transformation of our yard. We look forward to maintenance free living on natural looking turf. Long gone are the numerous hours spent tending to a lawn, instead we can now enjoy the backyard with the kids and our dog, worry free!

Darren Wright

We wanted our pub’s outdoor patio to really stand out among our competition, so we hired Echoing Green to design something cool and innovative. I have to say, they hit it out of the park, not just with their great product, but with all the little details that create an atmosphere that stands out as a great place to hang out, with lots of Instagram-worthy photo ops!

Jules

We chose to install Echoing Green’s artificial grass in our daycare’s playground after learning how environmentally-friendly it is, and how well it drains. We figured it would help keep our kids safe from slips and falls, and parents have definitely noticed that kids are no longer coming home with grass-stained jeans, and no more cuts and bruises!

Erin

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