At Grass Carpet, we aim to deliver high-quality artificial grass products and reliable installation services tailored to every customer’s needs. Because our products are custom-made and order-confirmed manually, this Return & Refund Policy outlines the terms under which returns or refunds may be accepted.
1. Customized and Made-to-Measure Products
Most of our artificial grass products are customized according to customer measurements, preferences, and specifications.
As such, returns or refunds are not applicable once the customization or installation process has begun, unless there is a product issue as described below.
We confirm every order individually through phone or email before beginning production or delivery to ensure full clarity on:
- Product type and pile height
- Color and texture
- Size, cut, or shape
- Installation requirements
Once approved, the order moves into production and cannot be cancelled.
2. Eligible Return or Replacement Cases
We only accept return or replacement requests in the following situations:
- The product received is damaged, defective, or not as described.
- The wrong color, size, or model was delivered compared to the confirmed order.
- A manufacturing defect is visible and reported immediately upon delivery or installation.
In such cases, customers must notify our customer care team within 48 hours of delivery with photos or proof of the issue.
After verification, our team will arrange for return, replacement, or service correction at no extra cost.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Customized and made-to-measure turf rolls.
- Artificial grass cut to specific lengths or shapes.
- Products installed by the customer or a third party without Grass Carpet supervision.
- Items damaged due to misuse, improper handling, or storage after delivery.
4. Refund Process (if applicable)
If a refund is approved after inspection, it will be processed within 7–10 business days through the same method used for the original payment (if any).
Refunds are applicable only when:
- The product cannot be replaced due to unavailability.
- A confirmed issue was identified before installation.
5. Customer Support
Our team is always available to resolve product or service concerns promptly.
We encourage customers to verify all product details before order confirmation to avoid unnecessary issues.
For return or refund assistance, please contact:
info@grasscarpet.ae
+971554722980
https://grasscarpet.ae
6. Policy Updates
Grass Carpet reserves the right to update or modify this Return & Refund Policy at any time.
Any changes will be reflected on this page with a revised “Last Updated” date.