Returns and warranty at Mundo Sport Global
Returns and warranty: what can be returned and what cannot, with the reason up front. Grass cut to measure is the case that raises the most questions, so here it is, explained.
We work mostly with material cut to measure and with consumable product, so not everything can be returned. We say so plainly before you buy, not after.
At Mundo Sport Global we give our customers information about the returns and warranty conditions that apply to products bought through our online shop.
This information explains the procedure to follow if a product arrives with a problem, to request a return or to raise a warranty question. Mundo Sport Global is an online company registered in Thailand that sells artificial grass, vertical panels and other decorative solutions to customers in different countries.
The conditions for returns, warranty, transport and any associated costs may vary depending on the product, the destination country, where the order ships from and the particular circumstances of each order.
Some products may ship from Spain where there is stock available, while others may come from supply centres in Asia.
We recommend checking the specific conditions before buying, and contacting Mundo Sport Global if you need information about a return, an incident or a warranty.
Returns and warranty for made-to-measure grass
The grass is cut to the measurements you give us. That cut cannot be undone: a 4 metre roll cut to 3.60 is no use to another customer. That is why material cut to measure cannot be returned because you have changed your mind, exactly as with any product made to the buyer's specifications.
This does not affect your rights if the material arrives faulty or is not what you ordered. In that case we replace it or refund it ourselves, at no cost to you.
And to avoid the problem at the root, before cutting we confirm the measurements in writing and send you a sample of the range if you ask for one. A sample is the cheap way to get the fibre height and the shade right.
Uncut product in its packaging
Installation accessories and decoration panels that have not been opened or installed can be returned within 14 calendar days of delivery, in their original packaging and in resaleable condition. Return carriage is at the customer's expense unless the reason is a mistake of ours.
Damaged or wrong material
If what arrives is not what you ordered, or arrives damaged, we put it right. We need two things: photos of the material and the packaging, and the delivery note with the incident written on it if the damage came from transport. With that we replace or refund without arguing about carriage.
Tell us within 48 hours of delivery. After that the courier will no longer accept the claim and it gets needlessly complicated.
Returns and warranty: how the money comes back
By the same payment method, once the material has been received and checked. We are usually quicker, but the maximum is 14 days from the return reaching us.
Has something arrived wrong?
Send us the photos and the order number. If the fault is ours, we sort it out.
Returns and warranty in short
Our returns and warranty policy starts from one idea: material cut to measure is made for your order and therefore cannot be returned. What arrives unopened and in its packaging can be, within the statutory period of fourteen days.
Beyond that there is the manufacturing warranty and transport incidents, which are claimed at the moment of delivery by noting them on the delivery note. If something has not arrived as it should, we sort it out.
If you buy from the European Union, you can also check your guarantee rights on the European Commission's Your Europe portal.
