Refund & Return Policy
Thank you for shopping with Manases Evergreen Turf. We want our customers to understand our return, refund, cancellation, and shipping-damage procedures before placing an order.
Please review this policy carefully before purchasing.
Returns
Eligible products may be returned within 14 days of delivery, subject to prior approval from Manases Evergreen Turf.
Before returning any product, contact us at sales@manasesturf.com to request return authorization and instructions.
Do not ship merchandise back without prior authorization.
Returned products must:
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Be unused and in new, resalable condition.
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Be in their original packaging or original shipping condition, whenever applicable.
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Include all components, accessories, and documentation originally provided.
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Not have been cut, altered, modified, installed, used, or damaged after delivery.
Manases Evergreen Turf reserves the right to refuse a return or reduce the refund if returned merchandise does not meet these requirements.
Artificial Turf and Cut or Altered Materials
Cut or altered materials are non-returnable and non-refundable.
Artificial turf, padding, underlayment, or other materials that have been cut, trimmed, altered, customized, or specially prepared according to the customer's requested dimensions or specifications cannot be returned or refunded.
Customers are responsible for confirming the product, color, quantity, dimensions, and specifications before ordering material that will be cut or customized.
Once material has been cut or altered, the sale is considered final.
Full Rolls
Uncut and unused full rolls of artificial turf may be eligible for return within 14 days of delivery, subject to prior authorization.
The roll must remain in its original condition and be suitable for resale.
The customer is responsible for all applicable return shipping or freight charges.
Eligible returns may be subject to a 25% restocking fee.
Other Products and Accessories
Unused products and accessories may be eligible for return within 14 days of delivery, subject to prior authorization.
Products must be returned in new, unused, and resalable condition with their original packaging.
Eligible returned products may be subject to a 25% restocking fee.
Shipping Charges
Original shipping, freight, and delivery charges are non-refundable once incurred.
For an approved return, the customer is responsible for all return shipping or freight costs unless Manases Evergreen Turf determines that the return resulted from an error on our part.
The customer is responsible for properly packaging and securing returned merchandise to help prevent damage during return transportation.
Restocking Fee for Returned Merchandise
Eligible returned merchandise may be subject to a 25% restocking fee.
When applicable, the fee is calculated based on the purchase price of the returned merchandise and deducted from the refund.
Return freight, shipping, handling, carrier charges, and other applicable charges may also be deducted.
The 25% restocking fee may be waived when Manases Evergreen Turf determines that the return resulted from an error on our part.
Unfulfilled Orders
If an order has been placed and paid for but has not yet been fulfilled or shipped, the customer may request cancellation and a refund.
Approved refunds for eligible unfulfilled orders are subject to a 15% restocking and order-processing fee.
The customer will receive the eligible amount paid minus the 15% fee.
This provision applies only when the merchandise has not already been cut, altered, customized, or specially prepared for the customer.
If material has already been cut, altered, customized, or specially prepared, the order may be non-cancellable and non-refundable, even if it has not yet shipped.
If Manases Evergreen Turf cancels an order because the product is unavailable, cannot be supplied, or because of an error attributable to Manases Evergreen Turf, the 15% fee will not apply.
Once an order has been fulfilled or shipped, the regular return provisions of this policy apply.
Damaged Shipments and Carrier Claims
The customer or receiving party is responsible for inspecting the shipment and initiating and pursuing claims directly with the shipping carrier for loss, shortage, or damage occurring during transportation.
Because the customer or receiving party is present when the shipment is delivered, they are in the best position to observe and document the condition of the shipment and any delivery-related issues.
If transportation damage or shortage is discovered, customers should:
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Inspect the shipment carefully before accepting it whenever reasonably possible.
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Note visible damage or shortages on the carrier's delivery receipt.
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Take clear photographs and videos of the shipment and damage.
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Photograph the product, packaging, wrapping, pallet, shipping labels, and other relevant conditions.
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Retain the delivery receipt, bill of lading, tracking information, and other carrier documentation.
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Keep the damaged merchandise and original packaging until the claim is resolved.
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Contact the carrier promptly and open the claim directly with the carrier.
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Follow the carrier's claim procedures and deadlines.
Failure to properly document damage, retain packaging, or submit a claim within the carrier's required timeframe may affect the customer's ability to recover damages from the carrier.
Concealed Transportation Damage
If transportation damage is discovered after unpacking, customers should document the condition immediately with photographs and videos.
The customer should retain the merchandise and original packaging and contact the carrier as soon as the concealed damage is discovered.
Carrier deadlines for concealed-damage claims may be limited. Compliance with the carrier's claim requirements and deadlines is the customer's responsibility.
Assistance With Carrier Claims
Manases Evergreen Turf does not automatically file or manage transportation-damage claims on behalf of customers.
When reasonably available, we may provide supporting documentation in our possession, such as:
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Order information.
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Invoice or proof of purchase.
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Product description and value.
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Shipping information.
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Other documentation reasonably necessary to support the claim.
Providing assistance or documentation does not mean Manases Evergreen Turf assumes responsibility for transportation damage or guarantees approval or payment of a carrier claim.
Incorrect or Defective Products
Transportation damage is different from an incorrect product or manufacturing defect.
If you receive an incorrect product or believe the product itself is defective, contact Manases Evergreen Turf promptly at sales@manasesturf.com.
Do not cut, alter, modify, install, or use a product you believe is incorrect or defective before contacting us.
Please provide your order number, description of the issue, and photographs or videos when applicable.
Refused Deliveries and Undeliverable Shipments
Customers are responsible for providing a complete and accurate shipping address and making appropriate arrangements to receive their shipment.
If a shipment is refused by the customer, cannot be delivered because of incorrect or incomplete information, is not accepted at the delivery location, or is returned as undeliverable:
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Original shipping, freight, and delivery charges are non-refundable.
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The customer is responsible for return shipping or freight charges.
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Returned merchandise may be subject to a 25% restocking fee.
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Carrier storage, redelivery, address correction, handling, detention, or other transportation-related charges may be deducted from any refund.
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A refund, if applicable, will not be processed until the merchandise has been returned and inspected.
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Approved refunds may take up to 10 business days to process.
Customers should not refuse an otherwise deliverable shipment simply because they have changed their mind about the purchase.
If a shipment is refused because of significant transportation damage, the customer should document the condition with photographs and videos, clearly indicate the reason for refusal on carrier documentation whenever possible, and initiate the appropriate claim with the carrier.
Refund Processing
Once an approved return has been received, Manases Evergreen Turf will inspect the merchandise to confirm that it meets the applicable return requirements.
Approved refunds may take up to 10 business days to process.
Depending on the circumstances, deductions may include:
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15% restocking and order-processing fee for eligible unfulfilled-order cancellations.
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25% restocking fee for applicable returned merchandise.
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Return shipping or freight.
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Carrier charges related to refused or undeliverable shipments.
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Storage, redelivery, address correction, handling, detention, or other transportation-related charges.
Original shipping, freight, and delivery charges are non-refundable once incurred.
After we process a refund, the customer's bank, credit card company, or payment provider may require additional time to post the refund.
Non-Returnable / Non-Refundable Items
The following are generally not eligible for return or refund:
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Artificial turf or other materials that have been cut.
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Custom-sized or custom-ordered materials.
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Products that have been altered or modified.
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Installed products.
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Used products.
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Products damaged after delivery by the customer, installer, or another third party.
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Products no longer in new and resalable condition.
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Unauthorized returns.
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Products missing required components or accessories.
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Products that cannot be resold because of improper handling, storage, or return packaging.
Order Cancellations
Contact Manases Evergreen Turf as soon as possible if you need to cancel an order.
Eligible orders that have not been fulfilled or shipped are subject to the 15% restocking and order-processing fee described above.
An order cannot always be canceled after cutting, customization, special preparation, fulfillment, packaging, or shipping has begun.
Once an order has shipped, the applicable return provisions, including the 25% restocking fee, return freight, and non-refundable original shipping charges, apply.
Before Ordering
Artificial turf and many related products can be large, heavy, expensive to transport, and may be cut specifically for your project.
Before ordering, customers should confirm:
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Product selection and specifications.
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Color.
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Measurements and dimensions.
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Quantity.
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Shipping address.
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Delivery requirements.
Once artificial turf or another material has been cut or customized according to an order, it cannot be returned or refunded.
If you are unsure about a product, quantity, or size, contact us before ordering.
Contact Us
For cancellations, returns, incorrect products, product concerns, or questions regarding this policy, contact:
Manases Evergreen Turf
Email: sales@manasesturf.com
Phone: 620-282-2819
Please include your order number and relevant information.
Return authorization must be obtained before shipping merchandise back to Manases Evergreen Turf.