Refund policy
Return and Refund Policy - Grassline Solutions LLC
*Effective Date: [05/01/2025]*
**30-Day Return Policy**
At Grassline Solutions, we want you to be completely satisfied with your artificial grass and installation supplies. We offer a **30-day return policy** from the date of delivery for eligible items.
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**What Can Be Returned**
✅ Returnable Items:
- Unopened artificial grass rolls in original packaging.
- Unused installation tools in original condition.
- Defective or damaged products (see Defective Products section).
- Wrong items shipped due to our error.
❌ Non-Returnable Items:
- Custom-cut artificial grass (special orders cut to your specifications).
- Opened adhesive/glue products (due to safety and hygiene reasons).
- Used installation tools showing signs of use.
- Grass rolls that have been unrolled or cut.
- Items damaged by customer during installation attempts.
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**Return Conditions**
To qualify for a return, items must:
- Be returned within 30 days of delivery.
- Be in original, unopened packaging.
- Include all original accessories and documentation.
- Be in new, unused condition.
- Have the original purchase receipt or order number.
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**Defective or Damaged Products**
We will provide a full refund or replacement for:
- Products damaged during shipping.
- Manufacturing defects.
- Items that don't match the product description.
To report defective items:
1. Contact us within 7 days of delivery.
2. Email photos of the defective product to sales.grasslinesolutions@gmail.com
3. Include the order number and description of the issue.
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**Return Process**
Step 1: Request Return Authorization
- Email: sales.grasslinesolutions@gmail.com.
- Include: Order number, item(s) to return, reason for return.
- You must receive a Return Authorization (RA) number before shipping.
Step 2: Package and Ship
- Use original packaging when possible.
- Include RA number on package.
- Ship to the address provided in the return authorization.
Step 3: Processing
- Returns processed within 5-7 business days of receipt.
- Refunds issued to the original payment method.
- Shipping costs are non-refundable (except for our errors or defective products).
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**Refund Information**
Refund Timeline:
- Credit Cards: 5-10 business days after processing
- PayPal: 3-5 business days after processing
- Bank Transfers: 7-14 business days after processing
**Refund Amounts:**
- Product cost: Full refund for eligible returns
- Original shipping: Non-refundable (except for our errors/defects)
- Return shipping: Customer responsibility (except our errors/defects)
**Restocking Fee:**
- No restocking fee for unopened, unused items
- 10% restocking fee may apply to special orders or custom cuts (if returnable)
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**Exchanges**
We don't offer direct exchanges. To exchange an item:
1. Return the original item following our return process
2. Place a new order for the desired item
3. This ensures the fastest processing and delivery
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**Shipping Damage**
If your order arrives damaged:
1. Take photos of the packaging and damaged items immediately
2. Contact us within 48 hours of delivery
3. Do not discard the packaging until we've reviewed your claim
4. We'll work with the shipping carrier to resolve the issue
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**Special Circumstances**
Wrong Item Shipped (Our Error):
- Full refund, including all shipping costs.
- We'll provide a prepaid return label.
- Rush replacement shipment at no charge.
**Custom Orders:**
- Final sale - Cannot be returned once cut to specifications.
- Defective custom orders will be replaced at no charge.
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**Contact Information**
For all returns and refunds:
- Email: sales.grasslinesolutions@gmail.com
- Phone: [Your Phone Number]
- Hours: Monday-Friday, 9 AM-5 PM EST
Return Address: (Provided with Return Authorization)
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**Policy Updates**
This policy may be updated periodically. The effective date at the top indicates the most recent revision. Continued use of our website constitutes acceptance of any changes.
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**Questions?** Contact our customer service team - we're here to help make your artificial grass project a success!
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*This policy complies with FTC guidelines and standard e-commerce practices. You may want to have it reviewed by a legal professional before implementing it.*