Refund policy

RETURNS & REFUND POLICY

Wonder Grass (“Wonder Grass”, “we”, “our” or “us”) wants you to be satisfied with your purchase. If you are not completely satisfied with a product purchased from Wonder Grass, you may be entitled to return the product for a refund, exchange or replacement, subject to the terms and conditions below.

This Returns & Refund Policy applies to products purchased through wondergrass.co.za and forms part of our Terms and Conditions. Nothing in this policy is intended to limit any rights you may have under applicable South African consumer law.

1. Unwanted Products

If you change your mind about a product, you may request a return within 30 (thirty) days of receiving or collecting the product, provided that:

  • The product is unused, undamaged and in a resalable condition.

  • The product has not been cut, altered, installed, fitted or modified in any way.

  • The product is returned with its original packaging, labels and accessories, where applicable.

  • The product has not been made, cut or supplied specifically to your measurements or specifications.

  • The product is not excluded from returns under section 4 of this policy.

  • The return request is submitted to Wonder Grass within 30 days of delivery or collection.

For artificial grass and other products sold by length, roll or custom measurement, products that have been cut, trimmed, altered or installed may not be eligible for return where they were supplied according to the customer's requested measurements or specifications.

Once the returned product has been received and inspected, Wonder Grass will determine whether the return meets the requirements of this policy.

Where a refund is approved, the applicable refund will be processed within 10 business days after the return has been inspected and approved. Depending on the payment method and financial institution, it may take additional time for the funds to reflect in your account.

Wonder Grass reserves the right to refuse a return where the product has been used, damaged, altered, installed or is otherwise not in a resalable condition, subject to applicable law.

2. Exchanges

Where applicable, Wonder Grass may allow an exchange for another product or variation, provided that the requested product is available.

The product being returned must be:

  • Unused and undamaged;

  • In a resalable condition;

  • Returned with the original packaging and accessories where applicable; and

  • Not cut, altered, installed or customised.

If the replacement product has a higher price, the customer will be responsible for paying the difference.

If the replacement product is cheaper, the difference may be refunded or credited to the customer, subject to our applicable refund process.

All exchanges are subject to product availability and inspection.

3. Incorrect Products

If Wonder Grass accidentally delivers the wrong product, colour, size, quantity or specification, or if an item is missing from your order, please notify us as soon as reasonably possible.

Where the error is confirmed, Wonder Grass will arrange the appropriate remedy, which may include:

  • Supplying the correct product;

  • Replacing the incorrect product;

  • Providing a refund; or

  • Providing another appropriate remedy in accordance with applicable law.

Where the incorrect product was supplied due to an error by Wonder Grass, reasonable return and replacement arrangements will be handled by us.

4. Products Not Eligible for Return

Subject to your rights under applicable South African consumer law, the following products may not be eligible for return or exchange:

  • Products that have been used, installed, cut, trimmed or altered after delivery;

  • Artificial grass that has been cut to the customer's requested dimensions;

  • Products manufactured, prepared or supplied according to the customer's specific measurements or specifications;

  • Products that have been damaged through incorrect installation, misuse, negligence or improper handling;

  • Products that are no longer in a resalable condition due to the customer's actions;

  • Clearance or sale items, where the terms of the applicable promotion specify that returns are excluded;

  • Products that are incomplete or missing components, accessories or parts supplied with the original product; and

  • Products that cannot reasonably be resold due to their nature or condition.

This section does not remove any rights the customer may have in respect of defective or unsafe products under applicable law.

5. Products Damaged on Delivery

Please inspect your order when it is delivered or collected.

If your product appears to have been damaged during delivery, please notify Wonder Grass as soon as reasonably possible and provide photographs of:

  • The damaged product;

  • The packaging;

  • The shipping label, where applicable; and

  • Any other visible damage.

Wonder Grass may arrange for the product to be collected and inspected.

If the damage is confirmed to have occurred before or during delivery, Wonder Grass may, depending on the circumstances and applicable law:

  • Replace the damaged product;

  • Repair the product where reasonably possible; or

  • Refund the applicable purchase price.

Customers should not install or alter a product that has arrived visibly damaged before the matter has been reported to Wonder Grass.

6. Defective Products

Wonder Grass takes reasonable steps to ensure that products supplied to customers are of acceptable quality and suitable for their intended purpose.

A product may be considered defective where it has a material manufacturing fault or does not meet the required quality or performance standards applicable to the product.

The following will generally not be regarded as manufacturing defects where caused by the customer:

  • Normal wear and tear;

  • Incorrect installation;

  • Incorrect use or application;

  • Negligence or abuse;

  • Failure to follow installation, cleaning or maintenance instructions;

  • Damage caused by external factors;

  • Damage caused by electrical surges or other external events, where applicable;

  • Unauthorised alterations or modifications;

  • Damage caused by improper storage, handling or maintenance; or

  • Damage caused after delivery through circumstances outside Wonder Grass's control.

For artificial grass, installation must be carried out correctly and in accordance with the applicable installation requirements. Damage resulting from incorrect installation, unsuitable preparation of the surface, improper adhesive use, incorrect cutting or other installation-related issues may not be considered a product defect.

7. Warranty

Where a product is covered by a manufacturer's or supplier's warranty, the warranty will apply according to the relevant manufacturer's or supplier's terms and conditions.

Warranty periods may differ between products.

Where applicable, customers may be required to provide proof of purchase and other information reasonably required to assess a warranty claim.

Wonder Grass may facilitate the warranty claim with the relevant manufacturer or supplier.

Warranty claims do not cover damage caused by misuse, incorrect installation, negligence, unauthorised modifications, normal wear and tear or failure to follow applicable care and maintenance instructions, unless otherwise required by law or the relevant warranty terms.

8. Artificial Grass Returns

Because artificial grass is frequently supplied in rolls or cut according to a customer's requested measurements, customers should carefully confirm the required product, colour, width, length and quantity before placing an order.

Once artificial grass has been cut, trimmed, installed or otherwise altered, it may not be eligible for return if the product was supplied correctly according to the customer's order.

Customers are responsible for checking measurements before requesting a product to be cut to a specific size.

If you are unsure about the quantity or measurements required for your project, we recommend contacting Wonder Grass before placing your order.

9. Return Process

To request a return, please contact Wonder Grass through the contact details provided on wondergrass.co.za.

Please provide:

  • Your order number;

  • Your name and contact details;

  • The product you wish to return;

  • The reason for the return;

  • Photographs of the product where relevant; and

  • Any other information reasonably required to process the return.

We will assess your request and provide instructions regarding the return or collection of the product.

Customers must not send products back without first receiving return instructions from Wonder Grass.

10. Return and Collection Charges

Where a return is approved because Wonder Grass supplied an incorrect, defective or damaged product, Wonder Grass will arrange the appropriate return or collection process, subject to applicable law.

Where a customer requests a return because they have changed their mind or ordered an incorrect product, the customer may be responsible for reasonable return or collection costs.

If a product is returned but does not comply with this Returns Policy, Wonder Grass may be entitled, subject to applicable law, to charge reasonable costs associated with collecting and returning the product.

11. Refunds

Once a returned product has been received and inspected, Wonder Grass will notify the customer whether the return has been approved.

Where a refund is approved, the refund will generally be processed within 10 business days.

The time taken for the refund to reflect in the customer's account may depend on the customer's bank, payment provider or original payment method.

Refunds will generally be made using the original payment method where reasonably possible.

12. Proof of Purchase

A valid order number, invoice, receipt or other reasonable proof of purchase may be required before a return, exchange, refund or warranty claim can be processed.

13. Consumer Rights

This policy is intended to operate together with applicable South African consumer protection legislation.

Nothing in this policy is intended to exclude, restrict or waive any rights that cannot lawfully be excluded, restricted or waived.

Where there is a conflict between this policy and a mandatory legal right applicable to the customer, the applicable legal requirement will prevail.

14. Contact Us

For returns, refunds, exchanges or warranty enquiries, please contact Wonder Grass through the contact details available on:

wondergrass.co.za

Please include your order number and relevant photographs or supporting information where applicable.