Cancellations, Returns & Refunds Policy
We want you to feel good about your DuraGrass order before, during, and after it arrives. We also want to be clear about how cancellations, returns, and refunds work, because DuraGrass is a real, physical product that ships in large rolls and is installed outdoors in muddy environments.
If something does not look right with your order, please contact our Customer Support team at 800-813-5221. Starting with us directly is the fastest way to review the situation and help find the right next step.
Order cancellations
Orders may be cancelled within 72 hours of purchase for a full refund, including shipping, as long as the order has not shipped.
Once an order has shipped, it can no longer be cancelled. At that point, your DuraGrass is already on the move, so the order falls under our return policy below.
Returns after delivery
After the 72-hour cancellation window, return or refund requests may be reviewed within 30 days of delivery.
DuraGrass rolls are bulky. They do not exactly slip quietly into a mailbox. That is why all returns must be approved before product is sent back. To start a return request, please contact Customer Support for a Return Merchandise Authorization, or RMA.
Returns sent back without an approved RMA may be refused and are not eligible for refund. This helps us make sure returns are expected, trackable, and reviewed by the right team.
How to request a return
To request an RMA, please contact Customer Support and provide:
- Your order number
- The item or items you would like to return
- The reason for the return request
An RMA helps us know what is coming back, why it is coming back, and who needs to be ready for the return. It does not automatically guarantee a refund. When a return is required, the product must be received, inspected, and approved before a refund is issued.
RMA approvals are valid only for the period stated when issued. Products received after that period may be rejected, so please ship approved returns within the timeframe provided.
Condition of returned products
To be eligible for a refund, returned products must be:
- New, unused, and uninstalled
- In original packaging
- Free of damage, alteration, or visible use
Once DuraGrass has been installed, cut, anchored, altered, exposed to site conditions, or used, we can no longer treat it as returnable product. Outdoor spaces are unique, and sometimes gross, packing that stuff in a box may not be good for anybody.
If you have concerns after installation, please contact us within 30 days of delivery. We are happy to review your order and help determine the best available next step.
Refunds
Approved refunds apply to the product purchase price only.
Shipping and handling charges are not refundable after the 72-hour cancellation window. Once an order has shipped, those transportation costs have already been incurred.
Refunds are issued only to the original payment method used for purchase. When product is returned to DuraGrass, refunds are processed after the product has been received, inspected, and approved.
Return shipping
Unless DuraGrass states otherwise in writing, customers are responsible for return shipping costs.
Customers are also responsible for the product during return transit. Please package it securely and use a trackable shipping method so the return arrives in good shape and can be reviewed without delay.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect, please contact Customer Support promptly so we can help make it right.
Please keep the product, packaging, and any shipping materials until we have reviewed the issue. Photos are often helpful and may allow us to move more quickly.
Depending on the situation, DuraGrass may offer a replacement, refund, partial refund, return, or another resolution.
This policy does not limit any rights required by applicable consumer protection laws.
