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Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your delivery, we cannot offer you a full refund or exchange.

To be eligible for a return, your artificial grass roll must be unused, uninstalled, uncut, and in the same condition that you received it. It must also be in the original packaging.

Please Note: Artificial grass that has been cut to specific custom lengths for your project is considered a customized item and may not be eligible for a full refund unless defective.

Non-Returnable Items

Several types of goods are exempt from being returned. We do not accept returns on:

  • Custom-Cut Grass: Turf rolls cut to your specific measurements that cannot be resold as standard sizes.

  • Installed Products: Any grass that has been glued, nailed, or installed on your property.

  • Opened Accessories: Glues, tapes, or infill bags that have been opened or partially used.

  • Clearance Items: Products sold as “Final Sale” or “Damaged Stock” cannot be returned.

To complete your return, we require a receipt or proof of purchase (Invoice ID).

Refunds

Once your return is received and inspected at our Al Quoz warehouse, we will send you an email or WhatsApp 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 7–14 business 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 Info@dubaiartificialgrass.ae.

Sale items

Only regular-priced items may be refunded. Unfortunately, sale or clearance items cannot be refunded.

Exchanges & Defects

We only replace items if they are defective or damaged (e.g., manufacturing defects, color mismatch, or shipping damage).

If you need to exchange it for the same item, send us an email at Info@dubaiartificialgrass.ae and send your item to: 4th St, Al Quoz 1, Dubai, UAE.

Shipping Returns

To return your product, you should deliver or mail your product to:
Dubai Artificial Grass, 4th St, Al Quoz 1, Dubai, UAE.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Note on Heavy Items: Artificial grass rolls are heavy. We recommend using a trackable shipping service or arranging a return via our recommended logistics partner to ensure the product arrives safely.

Need help?

Contact us for questions related to refunds and returns.