Refund policy

Return Window

Turfvex offers a 30-day return window for eligible purchases. This return period is our own store policy; United States federal law does not provide a statutory cooling-off or mandatory return period for most online purchases. Customers may request a return within 30 days from the confirmed delivery date of the order. Return requests submitted after the 30-day window has expired may not qualify for a refund, exchange, or store credit unless otherwise required under applicable United States consumer protection laws.

Eligibility for Returns

To qualify for a return, products must meet the following conditions:

  • The item must be unused, unworn, unwashed, and in the same condition in which it was originally received.
  • Products should include all original packaging, manuals, accessories, inserts, labels, protective materials, tags, and proof of purchase.
  • Returned merchandise must show no signs of wear, misuse, damage, unauthorized modifications, or incomplete packaging.

Products that do not meet these condition requirements may be denied for return, subject to a partial refund based on the condition received, or returned to the customer at the customer's expense. Turfvex reserves the right to inspect all returned items before approving refunds, exchanges, or replacements.

How to Initiate a Return

Customers wishing to return an eligible product must contact Turfvex to request return authorization before sending any items back. Unauthorized returns (items sent back without prior approval) may experience delays, rejection, or difficulties during processing. To start a return, please contact us using the following information:

When contacting us, please provide your order number, the item(s) you wish to return, and the reason for the return. Our customer support team will review your request and provide return instructions, including the return address and any prepaid return shipping materials where applicable.

Free Return Shipping

Eligible approved returns within the United States qualify for free return shipping. Once your return request has been reviewed and approved by Turfvex, you will receive return instructions and, where applicable, prepaid return shipping labels or materials. Customers are responsible for packaging returned items securely to prevent damage during transit. We recommend using a trackable shipping method and retaining proof of shipment until your return has been processed and your refund issued.

Return Address

Once your return has been authorized, you will be provided with the official return address. Do not send items back without prior approval and return instructions. The return address for approved returns is:

Turfvex
273 Canton St
Alpharetta, GA 30009
United States

Refund Method and Timing

All approved refunds will be issued to the original payment method used at the time of purchase. Refunds are typically processed within 5–10 business days after we receive and inspect the returned merchandise at our facility. Depending on your financial institution or payment provider, it may take an additional 3–7 business days for the refund to appear in your account.

Refunds will include the purchase price of the returned item(s). Original shipping charges (if any were paid) are non-refundable unless the return is due to an error on our part, such as a defective, damaged, or incorrect item.

Non-Returnable Items

Certain products may not qualify for return due to hygiene concerns, customization, clearance status, safety reasons, legal restrictions, or other conditions disclosed at the time of purchase. The following categories of items are generally non-returnable:

  • Products marked as final sale, clearance, or non-returnable at the time of purchase.
  • Customized, personalized, or made-to-order items.
  • Items that have been used, worn, washed, or show signs of wear or damage.
  • Products with broken seals, missing parts, or incomplete original packaging (unless received that way).
  • Items displaying evidence of improper handling, negligence, abuse, or unauthorized modifications.

Non-returnable items cannot be returned for a refund or exchange unless they arrive damaged, defective, or incorrect due to an error by Turfvex. In such cases, please contact us immediately for assistance.

Exchanges

At this time, Turfvex does not offer direct product exchanges. If you wish to exchange an item for a different size, color, or product, please return the original item following the return procedure outlined above and place a new order for the desired item. Once your return is received and inspected, you will receive a refund to your original payment method, which you may then use toward a new purchase.

If you received a defective, damaged, or incorrect item, please contact us immediately so we can arrange a replacement at no additional cost to you.

Damaged, Defective, or Incorrect Items

Turfvex is committed to ensuring that all products arrive in perfect condition. If you receive an item that is damaged, defective, incomplete, or incorrect, please contact us as soon as possible—ideally within 48 hours of delivery. You may be asked to provide photographs of the product, packaging, shipping label, and any visible damage to help us resolve the issue quickly and accurately.

Returns of damaged, defective, or incorrect items are handled at no cost to the customer. We will provide a prepaid return label and arrange for a replacement or full refund (including any original shipping charges, if paid) once the issue has been confirmed. Customers are not responsible for return shipping costs in these situations.

To report a damaged, defective, or incorrect item, please contact:

  • Email: content@turfvex.shop
  • Phone: 2624762357

Order Cancellation

Customers may request to cancel an order before it has been shipped. To request a cancellation, please contact Turfvex as soon as possible using the contact information provided above. If your order has not yet been processed or dispatched, we will cancel it and issue a full refund to your original payment method.

Once an order has shipped, it cannot be cancelled. In this case, customers may refuse delivery or follow the standard return procedure once the item is received. Orders typically ship within 1–2 business days, and delivery takes 3–5 working days within the United States.

Condition of Returned Merchandise

All returned items must be carefully and securely packaged to prevent damage during transit. Use appropriate protective materials such as bubble wrap, packing paper, or original packaging when available. Returns that arrive damaged due to inadequate packaging may not qualify for a full refund.

Turfvex inspects all returned merchandise upon receipt to verify that items meet our return eligibility standards. Products returned with signs of misuse, excessive wear, abuse, intentional damage, missing accessories, or incomplete packaging may be subject to a partial refund or may be returned to the customer at the customer's expense.

Customer Responsibilities

Customers are responsible for:

  • Submitting return requests within the 30-day return window.
  • Contacting Turfvex to obtain return authorization before sending items back.
  • Packaging returned items securely to prevent damage during shipping.
  • Retaining proof of shipment and tracking information until the return has been processed.
  • Ensuring that returned items meet all condition requirements outlined in this policy.

Failure to comply with these responsibilities may result in delays, denial of the return, or a reduced refund amount.

Refund Delays and Issues

If you have not received your refund within the expected timeframe, please take the following steps:

  • Check your bank account or credit card statement again.
  • Contact your credit card company or bank; it may take additional time before your refund is officially posted.
  • Contact your payment provider (e.g., PayPal) if applicable.
  • If you have completed these steps and still have not received your refund, please contact us at content@turfvex.shop or 2624762357.

Shipping and Delivery

Shipping within the United States is free. Delivery typically takes 3–5 working days from the date of shipment. Customers will receive a tracking number via email once the order has been dispatched. Turfvex is not responsible for delays caused by the shipping carrier, incorrect shipping addresses provided by the customer, or circumstances beyond our control (such as extreme weather or carrier disruptions).

If your order has not arrived within the expected delivery window, please contact us for assistance. We will work with the carrier to locate your shipment and resolve the issue as quickly as possible.

International Orders

At this time, Turfvex primarily serves customers within the United States. International orders may not be eligible for the same return and refund terms outlined in this policy. If you are placing an order from outside the United States, please contact us before purchasing to confirm eligibility, shipping options, return procedures, and any applicable customs duties, taxes, or import fees.

Privacy and Data Protection

Turfvex respects your privacy and is committed to protecting your personal information in accordance with applicable United States federal and state laws, including the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA) where applicable. Personal information collected during the return and refund process (such as your name, email address, phone number, shipping address, and order details) will be used solely for the purpose of processing your return, issuing your refund, and providing customer support. We do not sell or share your personal information with third parties for marketing purposes without your consent. For more information, please review our Privacy Policy.

Limitation of Liability

Turfvex's liability in connection with any return, refund, or product issue is limited to the purchase price of the item(s) in question. We are not responsible for indirect, incidental, consequential, or punitive damages arising from the use of our products or any delays, errors, or issues related to returns and refunds, except where prohibited by law.

Compliance with United States Law

This Return and Refund Policy is designed to comply with applicable United States federal and state consumer protection laws. In the event of any conflict between this policy and applicable law, the provisions of applicable law will prevail. Customers retain all rights provided under federal and state law, including but not limited to rights under the Magnuson-Moss Warranty Act, state consumer protection statutes, and implied warranties of merchantability and fitness for a particular purpose where applicable.

Changes to This Policy

Turfvex reserves the right to update, modify, or revise this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our website and services following any changes constitutes acceptance of the revised policy.

Contact Information

If you have any questions, concerns, or requests related to this Return and Refund Policy, returns, refunds, exchanges, or any other customer service matter, please contact Turfvex using the following information:

Our customer support team is committed to responding to inquiries in a professional and timely manner during standard business hours. Thank you for choosing Turfvex.