Refund & Returns Policy
Last updated: 18/11/2025
At TurfGlo, we want you to feel confident with your purchase. If something isn't right, this policy clearly explains how returns and refunds work for all TurfGlo online store products.
1. Residential Starter Pack – 30-Day Satisfaction Guarantee
This guarantee applies only to our Residential Starter Pack service. It does not apply to retail products purchased through the TurfGlo online store (e.g. bottles, sprayers, or refills).
2. Refund Processing
Approved refunds are returned to your original payment method.
Refunds are typically processed within 2–5 business days after approval, depending on your bank or payment provider.
3. Items Not Eligible for Return
- Opened or used products
- Products with broken or tampered seals
- Change-of-mind requests made after 30 days
- Sale, discounted, or promotional items (unless faulty)
4. Change-of-Mind Returns
Due to the nature of our enzyme-based cleaning products, we can only accept change-of-mind returns on unopened, unused, and sealed items.
To qualify:
- Product must be unused, unopened, and in original packaging.
- You must contact us within 30 days of delivery.
- Return shipping is paid by the customer.
- If a returned item arrives opened, used, or damaged, no refund will be issued.
5. Faulty or Damaged Products
If your order arrives damaged, leaking, or faulty, we will replace or refund it under Australian Consumer Law.
Please email us within 7 days of delivery with:
- Your order number.
- Clear photos of the issue.
- A short description of the problem.
Once approved, we will:
- Send a replacement at no charge, or
- Issue a full refund to your original payment method.
TurfGlo covers all shipping costs for faulty or damaged items.
6. Incorrect Item Received
If you receive the wrong product, we will:
- Send the correct item, and
- Cover any return shipping required (if applicable)
Please contact us within 7 days with your order number and a photo of the item received.
7. Return Shipping Costs
Change-of-Mind Returns:
- Customers are responsible for return shipping costs for unopened items returned within 30 days.
Faulty, Damaged, or Incorrect Items:
- TurfGlo covers all return or replacement shipping costs.
8. Return Address
We do not list a public return address to prevent unauthorised or unapproved returns. All returns must be pre-approved via email.
Once approved, we will provide the correct return address and full instructions.
To start a return or claim, email: returns@turfglo.com.au
Contact Us
For all return and refund enquiries, please email:
We respond within 1–2 business days.
Approved returns will be provided with the return instructions once authorised. Returns are processed via our Australia Fullfillment facility.