Thank you for choosing Abu Dhabi Artificial Grass for your synthetic turf and landscaping needs. We are committed to your satisfaction and strive to provide premium artificial grass products and professional installation services throughout the UAE. Please review our return and refund policy below.
1. Return Eligibility
You may request a return or cancellation within 5 days of receiving delivery or completion of installation.
After 10 days from delivery or installation, we are unable to offer a refund or exchange under any circumstances.
To be eligible for a return or refund, the item or service must:
• Be unused and uninstalled (for products not installed)
• Be in the same condition as received
• Be in original packaging (if applicable)
• Not show any signs of damage, alteration, or installation
We reserve the right to refuse returns that do not meet these conditions.
2. How to Request a Return
To initiate a return or refund request, please contact us at:
📧 Email: info@abudhabiartificialgrass.com
📱 Phone/WhatsApp: +971-55-472-2980
Please include:
• Order number
• Product or service name
• Reason for return
• Clear photos (if item is damaged or incorrect)
Once your request is reviewed and approved, we will provide return instructions.
⚠️ Items returned without authorization may not be accepted.
3. Return Shipping
Defective, Damaged, or Incorrect Items:
We will cover the cost of return shipping for defective or incorrect items provided they meet the eligibility criteria.
Change of Mind / Wrong Size / Wrong Selection (Non-Custom Items Only):
Customers are responsible for the actual return shipping cost.
We recommend using a trackable shipping service for product returns, as we are not liable for items lost in transit.
4. Custom & Made-to-Order Products or Services
Products cut to custom lengths, specially tailored turf, and installation services are considered custom orders.
Custom made & installation orders are non-refundable and non-returnable, except in the following situations:
• Manufacturing defect
• Incorrect product supplied
• Installation issues directly caused by us
We highly recommend verifying measurements, selections, and installation details before final confirmation, as we are not responsible for incorrect inputs provided by customers.
5. Restocking Fees
We do not charge any restocking fee.
Restocking Fee: AED 0.00
6. Refund Process
Once we receive and inspect the returned item:
• You will receive confirmation by email regarding approval or rejection.
• If approved, refunds will be processed via your original payment method.
Refund Timeline:
Refunds typically take 10–15 business days to reflect in your account, depending on your bank or card issuer.
Shipping charges (if any) are non-refundable unless the return is due to our error.
7. Damaged or Defective Products
If your delivery arrives damaged:
• Take clear photos of the outer packaging, inner packaging, and the damaged product.
• Contact us immediately within 48 hours of delivery.
Failure to report damage within this timeframe may affect claim eligibility.
8. Cancellation of Orders & Services
Orders may be cancelled within 24 hours of purchase, provided production or installation has not yet begun.
Once installation work has started or custom cutting/production is underway, orders cannot be cancelled.
9. Contact Information
For all return, refund, or cancellation inquiries, please contact:
Abu Dhabi Artificial Grass
📧 info@abudhabiartificialgrass.com
📱 +971-55-472-2980