Refund policy
The Short Version
Returns and exchanges are free: you have 30 days from delivery to request one, a prepaid return label is included in every package, and there is no restocking fee. Items must be new, unused, and in original packaging with everything that came in the package. For hygiene reasons, opened or used mouthguards and lip guards cannot be returned for change of mind; unopened ones are returnable within 30 days, and defective items are always returnable.
Approved refunds go back to your original payment method via Shopify Payments. We inspect your return and issue the refund within 5 business days of the day it reaches us.
How to Start a Return
- Email Contact@TurfCo.com with your order number, the item, and the reason.
- We reply within 1 business day with an RMA number and return instructions.
- Ship the item back within 7 days of the RMA being issued, with the RMA number on the outside of the carton. An RMA expires 7 days after it is issued. If it lapses, email us and we will reissue it. A missed shipping window never costs you your refund, as long as you requested the return inside the 30 days.
Returns sent without an RMA cannot be matched to your order and may be refused. Please do not write on or tape a label to the product's own retail box; ship it inside an outer shipping carton (the box it arrived in is fine).
Who Pays Return Shipping
| Reason | Return shipping | Restocking fee |
|---|---|---|
| Defective, damaged, or wrong item sent | We pay, prepaid label | None |
| Not as described on our product page | We pay | None |
| Arrived after our stated delivery window | We pay | None |
| Changed your mind / no longer needed | We pay, prepaid label | None |
| Ordered the wrong model | We pay, prepaid label | None |
| Parcel refused at the door and never accepted | We pay | None |
Nothing is deducted from your refund for shipping on any return, whatever the reason.
A parcel you refuse at the door and never accept is refunded in full once it is back with us, with no return-shipping charge, no restocking fee, no deduction, and no RMA needed. A parcel you accept and then send back is a normal return and is also free.
Every delivery includes a prepaid return label. Use it for any return and drop the parcel with the carrier named on the RMA. There is nothing for you to pay. If the label is missing, email us and we will send one free of charge.
Condition Standards
This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalized for having been unpacked, tried on, fitted, or used. You cannot always discover a fault without using the item, and we do not expect you to.
Every change-of-mind return is inspected. Refunds are reduced or declined for items that are:
- worn, washed, fitted, or used beyond trying the item on (opened or used mouthguards and lip guards are covered under Not Returnable)
- missing parts, straps, cases, or other included items
- returned without original packaging
- damaged in return transit because they were packed inadequately
- missing or altered manufacturer tags, labels, or seals
If a return fails inspection we email you photos within 2 business days. We ship it back to you free of charge.
Not Returnable
- Clearance or "final sale" items, marked as such on the product page and at checkout
- For hygiene reasons, mouthguards and lip guards that have been opened, fitted (including boil-and-bite molding), or worn. Unopened mouthguards and lip guards in their original packaging can be returned within 30 days of delivery, and a defective mouthguard or lip guard can always be returned
- Items damaged by misuse, neglect, unauthorized repair, or use outside the manufacturer's instructions
- Items for which a return was requested more than 30 days after delivery (the return window applies to your request, not to the date the item reaches us)
Nothing in this list limits your rights when an item is defective or not as described.
Refunds
Refunds are issued through Shopify Payments to the original payment method only. We cannot refund to a different card, a bank transfer, or a third party.
| Step | Timing |
|---|---|
| Return received → inspected and refund issued by us | Within 5 business days |
| Refund appears on your statement | A further 3–10 business days, set by your bank |
We email you the moment the refund is issued. If 10 business days pass after that email and nothing has arrived, contact your card issuer first, then email us with your order number.
Store credit is always optional and never a substitute for a refund you are owed.
Exchanges
Exchanges are free: tell us the model or size you want when you request your RMA and we confirm any difference in price before we ship. If you prefer, you can also place a new order and return the original for a refund. For defective or wrong-item cases we ship the correct item immediately at no charge and send a prepaid label for the original.
Defective Items and Warranty
Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.
After 30 days, items are covered by any manufacturer's warranty for the period that manufacturer states, as shown in the documentation in the box or on the manufacturer's website, and by our own TurfCo Limited Warranty for 12 months from delivery. We are a retailer, not the manufacturer: we do not set, extend, shorten, or guarantee manufacturer warranty periods. Contact the manufacturer directly with your proof of purchase; if they ask for retailer details, email Contact@TurfCo.com and we will supply your order details and any documentation they need.
The manufacturer decides its own warranty claims, and we do not promise that a manufacturer will honor a claim. If a manufacturer does not resolve a claim for a covered defect within 12 months of delivery, come back to us: our Warranty policy sets out what we cover and for how long.
Cancelling Instead of Returning
Orders that have not dispatched can be cancelled free of charge; see our Cancel Order page. Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return, and both are free, as Who Pays Return Shipping above sets out.
If We Made the Mistake
Wrong item, missing item, or a duplicate shipped: tell us within 7 days. We fix it at our cost with a prepaid label and a replacement shipped right away. You are never charged a restocking fee for our error.
Before You File a Chargeback
Please contact us first. Almost every issue resolves faster directly. This does not affect your right to dispute a charge with your card issuer.
Contact
TurfCo
Returns (RMA required):
144 Ferry St
Abbeville, SC 29620
United States
Business address: 144 Ferry St, Abbeville, SC 29620, United States
Email: Contact@TurfCo.com
Hours: Monday to Friday, 9:00 AM – 6:00 PM Eastern Time