Overview
Our refund and returns policy states here that once a roll of artificial grass has been cut there are no refunds. Please check your measurements twice. If you need expert help please call in for assistance. 510) 925-7438
To be eligible for a return, your order cannot have been cut. If you need to change a cut it is no problem but we recommend you send an email) to magic@turfrabbit.com immediately or call 510) 925-7438 so that we can help.
We typically do not cut rolls immediately but this can happen on occasion, most artificial turf rolls are cut either prior to delivery or will call pick up to prevent this.
Opened buckets or containers of glue are also non refundable as they can no longer be used.
Any item past a 20 day period is non refundable.
Additional non-returnable items: Used tools and seam tape that has left the warehouse as it is considered contaminated. Seam tape is used to adhere two pieces of turf together.
To complete your return, we require a receipt or proof of purchase made directly by the customer.
Please do not send your purchase back to the manufacturer.
There are certain situations where only refunds are granted: Non opened bags of sand and nails, Items must be brought back to the warehouse where it was shipped or picked up from and inspected.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at magic@turfrabbit.com.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded. Occasionally there are smaller pieces of turf on clearance and they are referred to as remnants. There are no refunds on remnants once accepted and paid for.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at magic@turfrabbit.com and we will give directions on how to proceed from there once approved, exchanges are on a case by case basis.
Never inatall a roll of artificial grass without inspecting it first for inconsistencies or defects.
If you purchase a roll of artificial grass from Turf Rabbit and our associates and you find an issue with the product please let us know before cutting it and installing it so that we can exchange it for you.
If one roll amongst several that need a matching dye lot (exact color match from the time of being manufactured) and that dye lot is no longer available you may have to return all of the rolls even though one small section of your order was damaged. Sometimes in this case if there is not enough product available with a matching dye lot then you may have to wait for another delivery to come in.
Gifts
We do not accept or use gift cards for the direct purchase of turf material or supplies at this point.
Shipping returns
To return your product, you should contact us at magic@turfrabbit.com for instructions on how to return an item that has been delivered to you.
You will be responsible for paying for your own shipping costs for returning your items.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
No returns on shipped items if they are not damaged and are in good condition.
Need help?
Contact us at magic@turfrabbit.com or call us at 510) 925-7438 for questions related to refunds and returns.