Returns and refunds

Check your delivery within 48 hours

Look over the turf within 48 hours of delivery. If something is wrong, take photos and send them with your order number to hello@evergradeturf.com. The problem must have been there at delivery, not caused afterward by weather, installation, use or site conditions.

What we will make right

If a reported problem is ours, we will replace the affected turf or refund it, up to the full price of that item.

• The wrong turf line, or delivery to the wrong address.
• A manufacturing defect, or a measurable spec that is out of line with the product page, such as pile height or density.
• A color, length or line that does not match your order.

What we cannot accept

We do not refund or replace turf in these cases:

• Problems reported after 48 hours, or without photos.
• Changes after delivery from sun, heat, water or stains.
• Natural differences in color, texture or pile direction within normal industry range. Screens and photos also shift color, which is why we sell samples.
• Delivery dates moved by weather, carriers or supply.
• Not liking the look after the turf has been installed, by you or by an installer.
• A failed delivery caused by site access (see the shipping policy).

Cut-to-order turf

Turf cut to the length you ordered cannot be returned or refunded, except under the section above on what we will make right.

Canceling an order

We start sourcing and booking freight as soon as an order comes in, so the cost of canceling grows with time.

• Within 24 hours of placing the order: a full refund.
• More than 24 hours after placing the order: we keep 25% of the order total as a processing fee and refund the rest.
• Within 48 hours of the scheduled delivery: no refund.

If we need to change your order

Roll sizes and stock are confirmed after you order. If something has to change before we schedule delivery, we will tell you, and you choose whether to go ahead or take a full refund.