Refund method and timing

All orders are considered final upon receipt of payment. In the event that you decide to cancel your order, a re-stocking and handling fee of 25% will apply. However, if the product has already been customized (cut) to meet your specific requirements, we are unable to offer a refund unless the product is found to be defective, in which case a warranty claim can be made.

For orders that have not yet undergone customization, you have the option to cancel at any time before the item leaves our warehouse. Please note that a 6% fee will be added to all credit card orders to cover the expenses associated with processing the return of the material.

Once the material has left our warehouse, we can only provide a partial refund for the cost of the turf, deducting any applicable shipping fees necessary to cover the expenses related to shipping and handling. The refund will only be issued upon the safe arrival of the material at our designated location.

Please be advised that the refund process may take approximately 7-10 business days to complete.

Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please email support@smartturf.com immediately. Your email must include photos of the damaged or defective products.   We can then provide you with details on how to return the products to Smart Turf.  Notification within the exchange time period may qualify for replacement.

Damages from shipping:

Any damages from shipping must be noted on the freight carrier’s bill of lading before the driver leaves.  We will not be able to make a claim unless noted on the driver’s paperwork.

Returns lacking proof of purchase

Reimbursements on returns lacking proof of purchase may require an email address, may be denied or limited, and state sales taxes and fees will not be reimbursed.

Return an item by shipping:

1. Email support@smartturf.com to request approval for the return.
2. Once approved, the products may be returned. Note: the returning party is responsible for return shipping costs.
3. Once your product is received in our warehouse and undergoes a thorough inspection according to our company guidelines, we will proceed with issuing a refund (minus the shipping costs). This process involves verifying that the returnedproduct(s) are in new and unused condition.

Some exclusions apply

How to return an item at a store:

1. Email support@smartturf.com to request approval for the return. Be sure to indicate which location you’d like to return the products to.
2. Once approved, the products may be brought back to the store of choice. Note: the returning party is responsible for bringing back the material and/or any return shipping costs.
3. Once your product is received in our warehouse and undergoes a thorough inspection according to our company guidelines, we will proceed with issuing a refund (minus the shipping costs, if applicable). This process involves verifying that the returnedproduct(s) are in new and unused condition.

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Restocking fees

All returned products are subject to a 25% restocking fee.