Refund Policy

Return & Refund Policy

Thank you for shopping with Dragonturf LLC We value your business and want you to be completely satisfied with your purchase. If for any reason you are not entirely happy with your order, please review the following policy for returns, refunds, and important conditions regarding custom-cut products.

🔁 Returns

You have up to 30 calendar days from the date your order is delivered to request a return.

To be eligible for a return, the item must meet the following criteria:

  • It must be unused, uninstalled, and in the same condition as when it was received.

  • It must be returned in the original packaging to ensure it arrives in resellable condition.

  • A receipt or proof of purchase must be included with the return.

If your return meets these conditions, we’ll be happy to process it. Returns that show signs of wear, damage, or installation may not be eligible for a refund.

✂️ Cutting Fees for Custom Orders

Please note that many of our products—especially turf rolls—are cut to your requested dimensions. Once your order is confirmed and payment is received, we begin cutting to size right away. This is considered a custom order, and cancellations or returns are subject to a cutting fee.

If you wish to cancel after cutting has begun, the following cutting fee will apply:

  • A minimum charge of $50, or

  • 25% of the item’s total value,

  • Whichever amount is greater, not including delivery costs.

This fee helps us recover part of the value lost on non-resellable custom cuts.

Note: Boxed or retail-packaged items such as adhesives, underlayments, and accessories are not customized and are not subject to cutting fees.

💳 Refunds

Once we receive your return, we will:

  1. Inspect the item to ensure it meets our return criteria.

  2. Notify you via email of the status of your return.

  3. If approved, your refund will be processed to your original method of payment (credit card, PayPal, etc.).

Please allow up to 5–10 business days for the refund to appear, depending on your bank or payment provider.

Refunds will not include original shipping fees, and in most cases, return shipping costs will also be deducted (see below).

🚚 Return Shipping Costs

Customers are responsible for paying the shipping costs to return any items.

  • Return shipping fees are non-refundable.

  • If a refund is approved, the cost of return shipping may be deducted from your refund unless the return was due to an error on our part.

We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item without proof of delivery.

📩 How to Start a Return

To begin the return process, please contact our team with the following:

  • Your order number

  • The reason for return

  • Photos (if the product is damaged or defective)

We will provide return instructions, including where to send your item and any additional steps required.

📞 Need Help?

If you have any questions about returns, refunds, or cancellations, feel free to reach out to our customer support team:

Email: leo.w@thedragonturf.com
Phone: (954) 320-9291
Showroom: 2753 NW 30th Ave, Lauderdale Lakes, FL 33311

We’re here to help make the process as smooth as possible.