This Return & Refund Policy applies to purchases made directly through
instagreen.com. By placing an order on our website, you agree to the terms
outlined below.
1. General Conditions
Products must be returned in their original condition, unused and undamaged.
Returns must include all original packaging, labels, accessories and documentation.
We reserve the right to inspect the product before approving a refund or replacement.
This policy applies only to purchases made directly from InstaGreen. Purchases made through distributors, resellers or franchise partners are subject to their own policies.
2. Products Eligible for Return
We accept returns for the following items, provided they comply with the conditions above:
Standard products sold by the roll, box or panel that have not been cut, installed or modified (e.g. unopened boxes of panels, full rolls of artificial grass, accessories and complements).
Products that present a verified manufacturing defect.
Orders that were shipped incorrectly (wrong model, color, size or quantity compared to the invoice).
3. Non-Returnable Items
The following items are non-returnable and non-refundable, except where required by law:
Custom-cut materials (artificial grass cut to size, custom lengths or special formats).
Products that have already been installed, used or permanently fixed to a surface.
Turn-key projects and installation services (labor, sub-base preparation, civil works, complementary works, etc.). These are covered instead by our installation warranty when applicable.
Special orders, made-to-measure products or personalized items manufactured specifically for your project.
Clearance, outlet or “final sale” items explicitly marked as non-returnable.
4. Return Window
If your product is eligible for return, you must contact us within
30 calendar days from the date of delivery (according to the carrier’s tracking
information or delivery note).
Reason for the return and, if applicable, photos or videos of the issue.
Our customer service team will review your request and confirm whether the product is eligible for return, as well as provide the return address and instructions.
Unless otherwise indicated in writing, the customer is responsible for the cost of shipping the product back to our warehouse.
We recommend using a trackable shipping service and keeping the receipt as proof of shipment. InstaGreen is not responsible for lost or damaged return shipments.
6. Refunds
Once we receive and inspect the returned product, we will notify you by email whether your refund has been approved or rejected.
If approved, the refund will be processed within 10–15 business days using the same payment method used for the original purchase, whenever possible.
Original shipping costs are non-refundable, except when the return is due to an error on our part or a verified manufacturing defect.
Any bank fees, currency conversion charges or commissions from payment processors are non-refundable and are the responsibility of the customer.
7. Damaged, Defective or Incorrect Products
If you receive a damaged, defective or incorrect product, please contact us within
7 calendar days from delivery.
Send photos or videos clearly showing the damage, defect or error in the order.
After evaluation, we may:
Send a replacement at no additional cost, or
Issue a full or partial refund, depending on the case.
If the outer packaging is visibly damaged at the time of delivery, we recommend noting it on the carrier’s delivery document and taking photos before opening the package.
8. Order Cancellations
Orders for standard products (not custom-cut or made-to-measure) may be cancelled without penalty if production and/or shipment has not yet started.
Once an order has entered the preparation, cutting or shipping process, cancellation may not be possible or may incur handling and restocking fees.
Custom projects and installation services cannot be cancelled once materials have been ordered or work has begun, except by mutual written agreement.
9. Exchanges
Exchanges are handled as a return plus a new order. If you wish to exchange a product for a different model or texture, please follow the return process and place a new order once your refund has been approved.
10. Contact Information
If you have any questions about this Return & Refund Policy or need help with a specific order, please contact us:
Address: 75 m Oeste Igleisia Ladrillo, San Francisco, Goicoechea, San Jose, Costa Rica.
InstaGreen reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be published on this page and will apply to orders placed after the publication date.
