Order Samples
  • 1 $0.00 >
  • Generic selectors
    Exact matches only
    Search in title
    Search in content

Call Us 1300 796 200

Refund, Return & Repair Policy

This Refund, Return and Repair Policy is applicable to purchases made from GrassHopperTurf and their registered online web stores.

We recommend you read our Refund, Return and Repairs Policy prior to making a purchase online from www.GrassHopperTurf.com.au so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

CHANGE OF MIND

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

CONSUMER GUARANTEES AND YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Refer to Consumer Guarantees for more information.

GOODS DAMAGED IN TRANSIT

Unfortunately, it can happen that items are occasionally damaged in transit.

You should refuse to sign acceptance of the delivery from the courier if the GrassHopperTurf rolls or associated products arrive and the packaging or the product itself is clearly and significantly damaged. Contact Customer Support on 1300 796 100 immediately and supply us with any photos or a video If you are able.

Our Customer Support team will contact our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that your GrassHopperTurf rolls or associated products are damaged after it has been delivered to you, please take photos or video clearly showing the damage and let us know within 5 business days of receiving your delivery.

Our Customer Support team will offer you an arrangement dependent on your circumstances. This may include:

  • Arrange for the GrassHopperTurf rolls or associated products to be returned to our nearest depot
  • Replace the GrassHopperTurf rolls or associated products (subject to availability)
  • Exchange the GrassHopperTurf rolls or associated products (if exchange is for an item of lesser value you will be issued with a credit and alternatively, we can request an additional payment if selected item is of a higher value)
  • Repair the GrassHopperTurf rolls or associated products
  • Offer reasonable discount on the GrassHopperTurf rolls or associated products to be accepted (subject to provision of suitable evidence [photo/video] as requested to make informed settlement decision – up to 1 week)
  • Offer a full refund (subject to inspection at nearest depot – up to 4-6 weeks)
  • If we require you to return the product to us, we will pay the cost of the return.

WRONG ITEM DELIVERED 

Very occasionally we may accidentally dispatch the wrong product to you. If the product you receive does not match the item you ordered, let us know within 5 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly dispatched item at no cost to you.

FAULTS AND WARRANTY CLAIMS

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

If your goods have a major failure or are found to be not of acceptable quality then you are entitled to a refund or a replacement (as the case may be) provided that the faulty or damaged goods are returned to us within 5 days of you receiving the goods.

If your custom size GrassHopperTurf turf arrives and is faulty or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact our Customer Service Team on 1300 796 100 within 5 business days of receiving your delivery.

Our Customer Support team will offer you an arrangement dependent on your circumstances. This may include:

  • Replace the product (subject to the original range and size ordered)
  • Offer a full refund (subject to inspection at our nearest Depot – up to 4-6 weeks)

This Faults and Warranties policy does not cover:

  • Daily wear and tear
  • Improper or abnormal use
  • Wear and tear from improper/lack of maintenance and/or care
  • Damage to external or product packaging only
  • Your own handling and transportation of goods
  • Insignificant minor variations in colour or dimensions
  • Insignificant superficial blemishes or minor imperfections

Please note that when shopping online items on the site, and in particular synthetic turf, these may appear differently on screen than they appear in real life.  This may be caused by your screen settings or the settings that were used in the production of the original image.

Colours and textures are often difficult to see and judge online with 100% accuracy, hence there could be variation with the product in real life. Please be aware of this and take it into account when you are reviewing your order.