Custom-cut turf
Material cut to customer-provided measurements is a customized product.
- Wrong product prepared by Rioturf Valley.
- Delivered measurements differ from the invoice.
- Confirmed manufacturing defect.
Return Policy
Returns & Order Support
Clear return terms before your turf is cut.
Review eligibility, custom-cut product rules, cancellations and the correct process for requesting a return.
Return Eligibility
Know what can be returned before authorizing your order.
Customers should review the turf model, color, measurements, quantity and intended application before material is cut, prepared or released.
Custom-cut turf is generally non-returnable.
It may be eligible only when Rioturf Valley prepared the wrong product or measurements, or when a manufacturing defect is confirmed.
Full rolls and accessories
Eligible unused products may be considered within the period stated in the invoice or written return authorization.
- Unused and not installed.
- Not cut, opened, altered or damaged.
- Original condition and packaging.
- Invoice and prior authorization required.
Damaged or incorrect orders
Inspect products at pickup or delivery and report visible damage, shortages or incorrect items before cutting or installation.
- Take clear photographs immediately.
- Do not install or modify the product.
- Contact Rioturf Valley for instructions.
Return Process
Authorization first. Inspection second. Resolution after review.
Do not bring or ship products to the warehouse without prior authorization. Physical receipt of an item does not automatically mean that a refund has been approved.
Contact the office
Email Office@rioturfvalley.com with the invoice number, product, quantity and reason for the request.
Send photographs
Provide clear images of the material, packaging, labels and any damage or discrepancy.
Receive authorization
Rioturf Valley will confirm whether the product may be brought or shipped for inspection.
Inspection and decision
The item will be reviewed before a return, replacement, credit or refund is approved.
Refunds & Cancellations
Important terms once an order enters preparation.
The following terms help avoid confusion once turf is cut, products are opened or special orders have been placed.
When can an order be cancelled?
Cancellation requests must be made before the material is cut, prepared, ordered from a supplier or released for delivery. Once custom cutting or special-order processing begins, the order may no longer be cancelled or refunded.
Which products are not eligible?
Custom-cut turf, installed or altered material, opened adhesives, used accessories, clearance items, damaged products and merchandise ordered specifically for one customer are generally not eligible unless Rioturf Valley confirms an error or covered defect.
Which costs are normally non-refundable?
Delivery, pickup, labor, installation, removal, custom cutting, opened installation products, processing costs and services already performed are normally non-refundable unless the return results directly from a confirmed Rioturf Valley error.
How are approved refunds processed?
Approved refunds are normally issued to the original payment method when possible. Bank or payment-provider processing times may vary. An authorized return may be subject to a disclosed restocking or handling fee.
Need to request a return?
Contact us before moving the product.
Send the invoice, photographs and a brief explanation. Our team will review the request and provide the correct next step.
General officeOffice@rioturfvalley.com
Direct contactIker@rioturfvalley.com
Location100 N 7th St.
Alamo, TX 78516
Alamo, TX 78516
Business hoursMon–Fri: 8:00 a.m.–5:00 p.m.
Sat: 9:00 a.m.–2:00 p.m.
Sat: 9:00 a.m.–2:00 p.m.
This policy applies together with the invoice, quotation, sales agreement and written authorization issued for the specific order. Transaction-specific written terms control when they differ from this general page.
