Refunds & Returns

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In plain English: if the turf we send you is faulty, damaged, not what you ordered, or doesn't do what turf should do, we'll make it right — repair, replacement or refund depending on the problem. These rights sit above everything else on this page and nothing here reduces them.

• Check your delivery when it arrives and photograph any damage before moving or installing the turf.
• Contact us with your order number and photos. We'll assess it quickly and arrange the remedy — we won't send you back and forth to the supplier.
• If a return is needed for a faulty item, we organise and pay for the return transport.
• Refunds go back to your original payment method once the claim is confirmed.

Custom-cut orders are cut to your measurements and made to order, so we generally can't accept change-of-mind returns on them. Please double-check your measurements before ordering — we're happy to help you measure up before you buy.

Full rolls in standard sizes may be returnable for change of mind if they are unused, uncut and in original condition — contact us within 14 days of delivery. Return freight for change of mind is at your cost, and a restocking fee may apply. This is a goodwill policy and doesn't affect your consumer law rights for faulty goods.

• Minor dimensional tolerance on cuts (typically up to 1–2%) is standard for the industry and not a defect.
• Slight colour variation between production batches, and temporary flattening of the pile from being rolled for transport, are normal and settle after installation.

If you're unsure whether something is a fault or a normal variation, send us photos — we'll give you a straight answer.

• Have your order number ready.
• Photos of the issue help us resolve things fastest.
• Email us at hello@turfsaustralia.com with your order number and photos.

We aim to acknowledge every claim within 2 business days and resolve straightforward claims within 10.