Refund & Return Policy
At Greengrass.ae, customer satisfaction is important to us. This Refund & Return Policy outlines the terms and conditions under which refunds, returns, cancellations, and exchanges are processed for our products and services.
Refund Eligibility Period
Refund requests must be submitted within 15 to 30 days from the date of purchase, depending on the product or service category.
The applicable refund window will be clearly communicated at the time of order confirmation.
Eligible Refunds
Refunds may be approved under the following conditions:
- Manufacturing defects
- Damaged products upon delivery
- Incorrect product delivered
- Service not delivered as agreed
- Order cancellation within the allowed timeframe
All refund requests are subject to inspection and verification by Greengrass.ae.
Non-Refundable Items & Services
The following items and services are non-refundable:
- Custom-made or made-to-order artificial grass
- Customized landscaping or installation projects
- Products cut, altered, or installed at the customer’s request
- Services already completed or partially completed
- Site inspection, measurement, or consultation services once delivered
- Clearance or discounted items (if stated at the time of purchase)
Return Conditions
Returned items must meet the following conditions:
- Must be unused and in original condition
- Must include original packaging (if applicable)
- Must not be damaged due to customer handling or installation
- Must be returned with valid proof of purchase
Greengrass.ae reserves the right to reject any return that does not meet these conditions.
Refund Process
Once your refund request is approved:
- Product or service inspection will be completed
- Approval confirmation will be shared with the customer
- Refunds will be processed within 30–60 business days
- Refunds will be issued via the original payment method
Processing time may vary depending on banks or payment providers.
Order Cancellations
Orders may be cancelled if:
- Production or customization has not started
- Materials have not been procured
- Installation work has not begun
Once production, cutting, or installation work starts, cancellation may not be possible or may be subject to cancellation charges.
Installation & Service Refunds
For installation-based services:
- Refunds apply only if the service has not started
- Partial refunds may apply for partially completed work
- Site visits, measurements, and consultations are non-refundable once delivered
Exchange Policy
Exchanges are subject to:
- Product availability
- Condition of the returned item
- Successful inspection approval
- Price difference adjustments (if applicable)
How to Request a Refund or Return
To request a refund or return, please contact us with the following details:
- Order number
- Product or service name
- Reason for refund or return
- Supporting images or evidence (if applicable)
Requests must be submitted through the official communication channels listed on Greengrass.ae.
Policy Rights
Greengrass.ae reserves the right to:
- Approve or reject refund and return requests
- Update or modify this policy without prior notice
- Adjust refund timelines based on service type
- Apply service-specific refund conditions
Legal Disclaimer
All refunds and returns are subject to UAE consumer protection laws and applicable regulations.