Last Updated: September 2026
Thank you for choosing Abu Dhabi Artificial Grass for your synthetic turf, artificial grass, landscaping, and installation needs. We are committed to delivering high-quality artificial grass products and professional installation services throughout the UAE. If you are not completely satisfied with your purchase or service, please review our return and refund policy below.
1. Return & Refund Eligibility
- You may request a return or refund within 10 days of receiving your product or completion of the applicable service.
- After 10 days from delivery or installation, we cannot offer any refund or exchange under standard circumstances.
- To be eligible for a return/refund, the product must:
- Be unused and uninstalled, where applicable
- Be in the same condition as delivered
- Be in its original packaging, if applicable
- Not show any signs of damage, alteration, cutting, misuse, or installation not caused by our team.
- We reserve the right to refuse returns that do not meet these eligibility conditions.
2. Custom or Made-to-Order Products & Services
Because artificial grass is often supplied in specific quantities, cut lengths, or prepared according to project requirements:
- Custom & Made-to-Order Products: Products cut to custom lengths, specially prepared turf, custom quantities, or products ordered specifically according to customer requirements are non-refundable and non-returnable, unless they arrive with a confirmed manufacturing defect or are supplied incorrectly by us.
- Installation Services: Artificial grass installation, site preparation, removal, fixing, joining, and other installation services are non-refundable once work has started, except where the issue is directly caused by our workmanship or an error on our part.
- Customers are strongly advised to carefully verify measurements, grass type, pile height, color, quantity, installation requirements, and other specifications before confirming an order.
- We are not responsible for incorrect measurements or selections provided or approved by the customer.
3. How to Request a Return or Refund
To initiate a return or refund request, please contact us directly:
- Email: info@abudhabiartificialgrass.com
- Phone/WhatsApp: +971-55-472-2980
Please include:
- Order or invoice number
- Product or service name
- Reason for return/refund
- Clear photos or videos, if the product is damaged, defective, or incorrect
Once your request is reviewed and approved, we will provide further instructions. Items returned without prior authorization may not be accepted.
4. Return Shipping & Costs
- Defective, Damaged, or Incorrect Items: If the product is confirmed to be defective, damaged before delivery, or incorrect due to our error, we will cover the applicable return shipping or replacement cost.
- Change of Mind / Standard Non-Custom Products: If eligible, the customer is responsible for the actual return shipping or collection cost.
- Custom Products: Custom-cut or made-to-order artificial grass products are generally not eligible for return due to a change of mind, incorrect customer-provided measurements, wrong selection, or preference changes.
5. Restocking Fee
- Restocking Fee: AED 0.00
- We do not charge any restocking fee for eligible returns.
However, completed delivery, site preparation, removal, installation, cutting, customization, or other service charges may be non-refundable where the service has already been provided.
6. Refund Process & Timeline
Once we receive and inspect the returned product:
- You will receive an email or other confirmation regarding the approval or rejection of your refund.
- If approved, your refund will normally be processed through the original method of payment.
- Refund Processing Time: Refunds typically take 10 to 15 business days to reflect in your account, depending on your bank, card issuer, or payment provider.
- Original delivery, transportation, site preparation, or installation charges are non-refundable unless the return is due to an error attributable to us.
7. Damaged or Defective Deliveries
If your artificial grass or related product arrives damaged or defective:
- Please take clear photos of the outer packaging, inner packaging, and damaged or defective product.
- Contact us within 48 hours of delivery at info@abudhabiartificialgrass.com or +971-55-472-2980 so we can review the issue and arrange a replacement or appropriate resolution.
- Please do not install, cut, alter, or otherwise modify a damaged or defective product before our team has reviewed the issue.
Failure to report visible delivery damage within 48 hours may affect the eligibility of the claim.
8. Order & Service Cancellations
- Standard or ready-stock orders may be cancelled within 24 hours of confirmation, provided production, cutting, dispatch, delivery, or installation has not begun.
- Once custom cutting, special preparation, production, or installation has started, cancellation requests may not be accepted.
- Installation services cannot normally be cancelled once work has commenced.
- Where a cancellation is approved after certain costs or services have already been incurred, applicable costs may be deducted from the refundable amount.
9. Contact Information
For any questions regarding our Return and Refund Policy, please reach out to us:
- Company Name: Fixit Design Carpet and Curtains Trading L.L.C
- Brand: Abu Dhabi Artificial Grass
- Website: abudhabiartificialgrass.com
- Address: 4th St, Al Quoz 1 – Dubai, UAE
- Phone / WhatsApp: +971-55-472-2980
- Email: info@abudhabiartificialgrass.com