Thank you for shopping at The Synthetic Turf Co. We value your business and aim to ensure your satisfaction with our products. Our return and refund policy, outlined below, applies to all purchases made from our website or directly from our store located at 7060 Farrell Road SE, Unit A, Calgary, Alberta, Canada, T2H0T2.

Special Order Items:

No Returns or Refunds: Once payment is made for special order items, the sale is considered final. These items are ordered to your specifications, and we cannot accept returns or offer refunds.

Shipping Delays: The Synthetic Turf Co. is not responsible for shipping delays. Shipping is entirely under the control of the shipping company, and any issues related to shipping times should be addressed with them directly.

Custom Cut Turf Rolls:

No Refunds: We do not offer refunds on turf rolls that have been cut to custom sizes, as these are tailored to individual specifications.

Regular Stocked Items:

Refund Eligibility: Refunds are only available for full, uncut rolls of turf that were sold as regular stocked items, not special orders.

Restocking Fee: A 15% restocking fee will be applied to all returns, which will be deducted from your refund.

Condition of Returns: All returned items must be in their original, new, and unopened condition, including original packaging. Failure to meet these conditions may result in denial of the return.

Return & Refund Denial:

Right to Deny: We reserve the right to deny any return or refund at our discretion, especially if the item does not meet our return conditions.

Shipping Fees:

Non-refundable Shipping Fees: Shipping fees are non-refundable. If you are returning a product that requires shipping back to us, you will be responsible for the shipping costs.

Discounted Items:

Final Sale: All sale, clearance, roll-end, or discounted items are final sale. They cannot be returned, exchanged, or refunded. No exceptions.

How to Initiate a Return:

1. Contact Us: To begin the return process, please contact our customer service team atcalgary@thesyntheticturfco.ca or call us at 403.869.8816 within 7 days of purchase or within 7 days of receiving your item(s) if they have been shipped to you. 2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for the return. 3. Return Authorization: Wait for our team to provide return instructions and authorization. Unauthorized returns may not be accepted. 4. Shipping Back: Ship the item back to us following the provided instructions. Ensure the product is securely packaged to prevent damage during transit.

Refund Processing:

Inspection: Upon receiving your return, we will inspect the item(s) to ensure they meet our return conditions.

Notification: We will notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your original payment method. within a certain number of days.

Additional Notes:

Product Warranty: All products are covered by a manufacturer’s warranty where applicable. For warranty claims, please contact us for guidance on the warranty process for specific products.

Customer Responsibility: It is the customer's responsibility to ensure the products meet their needs and specifications before purchasing, especially for custom and special order items.