5-Year Limited Warranty
Refund Policy
Return, Exchange & Warranty Policy
Welcome to cyscratia.store! We take pride in the quality of our artificial turf. Customers may request a return or exchange within 30 days of receipt, subject to the conditions outlined below. Additionally, our turf products are backed by a 5-Year Limited Warranty. For any questions, please contact our support team.
Critical Requirement for All Turf Returns
To be eligible for any return or refund, the artificial turf MUST be completely uninstalled, uncut, unaltered, and free of any dirt, debris, or adhesive.
Turf that has been laid down, modified, or soiled will be strictly rejected and is not eligible for any refund.
How to Request a Return, Refund, or Exchange
Step 1: Submit a Request
Please contact cyscratia.store customer service via “Contact Us” and provide the reason for your request, along with clear photos or videos for verification.
Step 2: Review and Evaluation
Our customer service team will review your request based on the applicable policy. A suitable resolution will be provided accordingly.
Step 3: Return Instructions
Once confirmed, our team will provide return instructions and a designated return address. Please do not send items back to the sender address on your original package without authorization.
Step 4: Processing
If a return is required, the product must be sent back. Once received and verified by our warehouse to ensure it meets the strictly “uncut and uninstalled” condition, refund or exchange processing will begin.
Refunds are typically issued within 2–14 business days, depending on your issuing bank.
1. Return & Exchange Cases Within 30 Days
| Return / Exchange Type | Reason | Description | Return Cost Responsibility |
|---|---|---|---|
| Free Return / Exchange | Damaged on Arrival | If the product is visibly damaged upon delivery, please refuse delivery directly or report immediately. | Covered by cyscratia.store after verification. |
| Free Return / Exchange | Wrong Item / Size Sent | Please provide clear product images, dimensions, and all shipping labels. | Covered by cyscratia.store after verification. |
| Free Return / Exchange | Quality Issues / Defects | Please provide clear photos or videos of the uninstalled product for verification. | Covered by cyscratia.store after verification. |
| Free Return / Exchange | Missing Parts | Please provide photos of the received package and contents. | Covered by cyscratia.store after verification. |
| Paid Return / Exchange | Changed Mind / Not Expected | The product is not defective, but the buyer no longer wants it or it does not meet personal expectations. | Buyer is responsible for all return costs. |
| Paid Return / Exchange | Ordered Wrong Size / Item | The buyer ordered the wrong size, model, or item by mistake. | Buyer is responsible for all return costs. |
| Paid Return / Exchange | Late Delivery | Delays caused by logistics carriers or third-party freight factors are not eligible for free return compensation. | Buyer is responsible for all return costs if they still choose to return the product. |
| Not Eligible | User / Installation Error | Any damage caused by improper handling, cutting, or incorrect installation is not covered. | Not eligible for return, refund, or free exchange. |
Note for Free Return / Exchange Cases: All eligible cases must be verified through supporting photos or videos before installation. For certain situations, a refund-only resolution or partial compensation may be applied at our sole discretion to expedite the resolution.
Note for Paid Return / Exchange Cases: For non-quality-related returns, the buyer is fully responsible for arranging and paying the LTL (Less-Than-Truckload) return freight costs. Additionally, a restocking fee will be deducted from the refund amount.
Custom-cut orders are considered “Final Sale” and cannot be returned for non-quality reasons.
2. 5-Year Limited Warranty & Post-30-Day Support
cyscratia.store strictly provides the artificial turf product and complementary installation accessories. We do not provide installation services.
2.1 5-Year UV & Backing Warranty
After the 30-day return window expires, returns for refunds are no longer accepted. However, our artificial turf is covered by a 5-Year Limited Warranty guaranteeing that the turf will not suffer from severe UV fading or abnormal backing degradation, such as the backing abnormally peeling or breaking down under standard usage.
2.2 Warranty Compensation & Shipping Costs
If a defect covered by this warranty occurs after 30 days, our sole obligation is to provide replacement turf for the affected area.
- No Refunds: We do not issue monetary refunds after 30 days.
- Freight is the Buyer’s Responsibility: The replacement turf itself will be provided free of charge; however, the customer is solely responsible for paying all freight and shipping costs required to deliver the replacement product to their address.
2.3 Explicit Exclusion of Labor Costs
This warranty covers the physical product only. Under no circumstances will cyscratia.store be liable for any labor costs, installation fees, removal fees, disposal costs, or any other incidental or consequential damages.
If the turf needs to be replaced under warranty, the cost of removing the old turf and installing the new turf is entirely the customer’s responsibility.
3. Refund Processing Time
| Payment Method | Refund Time | Description |
|---|---|---|
| Credit Card | 3–15 business days after confirmation | Depends on the issuing bank. |
| PayPal | Within 48 hours after confirmation | Processed directly to your PayPal account. |
Note: If you do not receive your refund within the stated timeframe, please contact your payment provider or our support team.
Disclaimer
XINGTU TRADING (HONG KONG) CO., LIMITED reserves the final interpretation rights of this Return, Exchange & Warranty Policy. If you have any questions, please contact us prior to placing your order.
Email: support@cyscratia.store