Custom-cut turf
Eligible only if:
- We prepared the wrong product.
- Delivered measurements differ from the invoice.
- A manufacturing defect is confirmed.
Return Policy
Returns & order support
Clear return terms before your turf is cut.
Custom-cut turf is prepared just for you, so please confirm model, color, measurements and quantity before we cut.
Custom cuts
Not returnable, unless we cut the wrong product or size, or a defect is confirmed.
Full rolls & accessories
Unused, uncut and in original condition — with invoice and prior authorization.
Check at pickup
Report damage, shortages or wrong items before cutting or installing.
Eligibility
What can be returned
Full rolls & accessories
Within the period on your invoice or written authorization, if:
- Unused and not installed.
- Not cut, opened, altered or damaged.
- In original condition and packaging.
- You have the invoice and prior authorization.
Damaged or incorrect orders
Inspect at pickup or delivery, then:
- Take clear photos right away.
- Do not install or modify the product.
- Contact us for instructions.
Process
How to request a return
Do not bring or ship products without authorization. Receiving an item does not mean a refund is approved.
- 1Contact the office
Email your invoice number, product, quantity and reason.
- 2Send photos
Material, packaging, labels and any damage or discrepancy.
- 3Get authorization
We confirm whether the product can be brought or shipped for inspection.
- 4Inspection & decision
We review it before approving a return, replacement, credit or refund.
Refunds & cancellations
Good to know
When can I cancel an order?
Before the material is cut, prepared, ordered from a supplier or released for delivery. Once custom cutting or special-order processing starts, the order can no longer be cancelled or refunded.
What is not eligible?
Custom-cut turf, installed or altered material, opened adhesives, used accessories, clearance items, damaged products and special orders — unless we confirm an error or a covered defect.
Which costs are non-refundable?
Delivery, pickup, labor, installation, removal, custom cutting, opened installation products, processing costs and services already performed — unless the return is caused by a confirmed Rioturf Valley error.
How are refunds paid?
To the original payment method when possible; bank processing times vary. An authorized return may carry a disclosed restocking or handling fee.
Need help?
Contact us before moving the product.
Send your invoice number, photos and a short description. We'll explain the next step.
- Office
- Office@rioturfvalley.com
- Direct
- Iker@rioturfvalley.com
- Showroom
- 100 N 7th St, Unit 1
Alamo, TX 78516 - Hours
- Mon–Sat · 8 AM – 5 PM
This policy applies together with the invoice, quotation, sales agreement and written authorization for each order. Written terms for a specific transaction prevail over this general page.
