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RETURN POLICY

We want to assure you that we want your repeated business…Therefore, we want to make the return of any items as convenient as possible. These details are provided as an outline to help you return the items in a manner that streamlines the return process and helps to assure a quick refund to your credit card.

The following items may be returned:

  • Merchandise that has not been removed from its original packing.

  • Merchandise that has not been installed or used (we can not resell items that look used).

  • Merchandise that is still in new unused condition. Must also still look brand new. “New and unused condition” means that there are no scratches, marks, or blemishes, no dirt or debris, or any other signs of installation or use.

  • Wrong items sent by CustomTouchLawn.com (incorrectly filled item on customer order).

CustomTouchLawn.com will not take back products under the following conditions:

  • Installed / Used / Modified in any way (unless defective and or under warranty)

  • Not in the original packaging  – all paperwork, instructions must be included and box must be in original condition.

  • NO REFUNDS on orders over 30 days.

  • Large orders: (Orders containing 20 qty or more of a single item or an order having an invoice total greater than $1500)

  • Out-of-box defective / damaged.

  • Special Purchases, such as: Built to Order Items, Special Order Items, Inventory Sale Items, Custom Quotes, Special Discounts and the like.

  • Items not purchased from CustomTouchLawn.com are not eligible to be returned.

Shipping Charges:

CustomTouchLawn.com does not refund any shipping costs we may have incurred and/or charged a customer. Any returned “free ship” item would have CustomTouchLawn.com shipping costs deducted from your refund. Customers are responsible for all “to” and “from” shipping charges associated with shipping warranty items to CustomTouchLawn.com and back to the customer. Customers will only be refunded the shipping charges if the return is a result of a shipping error on our part. Otherwise, qualified refunds will be credited the purchase price, minus the actual shipping charges incurred in initially shipping the item to you.

30-Day Return Policy:

Customer satisfaction is our top priority. As one of the Internet’s largest online CustomTouchLawn.coms, every transaction must result in a pleasant, convenient and successful shopping experience. If it is not, we are happy to offer a refund on the return of any purchase that meets our return guidelines within 30 days of the shipment date. The shipping date is available in your My Account history.

Refunds for returns within 30 days will be credited the purchase minus the following:

  • Actual shipping charges CustomTouchLawn.com incurred shipping the item to you.
  • A 20% restocking fee.

We will make every effort to provide you with the support to help troubleshoot any problems you may have with products purchased at CustomTouchLawn.com. You can buy with the confidence that if you have selected the wrong product, or the product does not perform to your expectations, you may return it for a credit on your credit card, minus shipping charges and 20% restocking fee within 30 days. Refunds will be credited the purchase price, minus the actual shipping charges CustomTouchLawn.com incurred when initially shipping the item(s) to you (not the shipping charges you incurred initially purchasing the items). If you received free shipping when you purchased the items, the actual shipping charges CustomTouchLawn.com incurred when initially shipping the item(s) to you will still be deducted from your refund sinceCustomTouchLawn.com must recover the FedEx shipping fees incurred to initially ship the items to you. The customer will also be responsible for return shipping charges.

All of our products are subject to our 30-Day Return Policy. If you want to return  merchandise within 30 days from the date your order was initially shipped to you from CustomTouchLawn.com, please follow the steps below to insure that your request is processed as quickly as possible. COD’s are not accepted.

  1. In order for us to process your return effectively, you must obtain a Return Authorization (“RMA”) before sending anything back. To request an RMA, contact Customer Service at sales@customtouchlawn.com or (316) 393-0311.  No returns, of any type, will be accepted without an RMA number.

  2. Review the two lists above outlining the items that may be returned for a refund and the items that we will not take back. If the item you wish to return meets the expectations outlined by these two lists above, the item(s) may be eligible as returnable.

    The product must be in new, and unused condition with all original packaging materials, unused warranty cards, and instruction booklets. All merchandise is visually inspected upon receipt for signs of wear prior to the issuance of any refunds, exchanges or credits. “New and unused condition” means that there are no scratches, marks, or blemishes, no dirt or debris, or any other signs of installation or use. We cannot accept a return of any item with any indication that it has been used. We do not sell used items and will not accept any item with any indication that it was used. In such cases, a refund will not be given to the purchaser.

  3. Include a detailed note stating your RMA#, reason for the return, and the action being requested. Put this note inside the box with your return.

  4. If you have it, please send a copy of your receipt as this gives us all of your contact information. If you do not have your receipt, make sure you include your name, address and phone number so we may contact you regarding any questions we may have.

  5. You must return the items in the original manufacturer’s box (if applicable).
    Do not mark on or damage the manufacturer’s box or packaging in any way as this may make it impossible to process your return. If the returned item’s box is written on, CustomTouchLawn.com can not reuse or restock the item. Place the manufacturer’s box inside another box for shipping.
    For security purposes, write your RMA# on the outside of the outer box (not the Manufacturer’s box!) so that our personnel will accept the shipment when it arrives.. Due to both security concerns and for quality assurance purposes our receiving personnel ONLY accept authorized parcels, so if you don’t put your RMA number on the outside of the package our receiving crew will refuse your package.

  6. Returns must be sent prepaid and insured for the full price by a trackable carrier such as UPS, Federal Express, or other internationally recognized delivery service with tracking information. Returns must be sent to:

    CustomTouchLawn.com
    P.O. Box 608 – Goddard, KS 67052

    NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

  7. You must submit tracking numbers for every package shipped to our returns department by emailing us at sales@customtouchlawn.com

  8. CustomTouchLawn.com must receive all items being returned within ten (10) business days of receipt of your RMA number and return instructions.

  9. All refunds will be credited the purchase price, minus the actual shipping charges CustomTouchLawn.com incurred when initially shipping the item(s) to you (not the shipping charges you incurred initially purchasing the items). If you received free shipping when you purchased the items, the actual shipping charges CustomTouchLawn.com incurred when initially shipping the item(s) to you will still be deducted from your refund since CustomTouchLawn.com must recover the UPS shipping fees incurred to initially ship the items to you.

    Refunds will be made in the same manner as the original purchase. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part. Otherwise, refunds will be credited the purchase price, minus the actual shipping charges incurred in initially shipping the item to you.
    Note: unless the return/exchange is due to a CustomTouchLawn.com error, we can’t refund shipping charges.

  10. A return may void a multiple purchase discount.

  11. Please allow up to 10-15 business days to process your return from the time it reaches our Returns Department Warehouse. All credit requests will be handled within 15 business days, but please note that it may take your credit card holder up to 30 days to apply your credit. Please note that we have no control over how long the credit card company takes to credit the refund to your account after we submit the data to them, but we do whatever we can to expedite the process.

Please note that special orders have no return policy. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

CustomTouchLawn.com is not responsible for any item that is not returned in the manner set forth above. Please discuss any additional questions you may have with a customer service representative when you contact us for an RMA.

Defective Product Returns – within 10 days.

We stand by the high quality of our products. If you received a defective item in your order, we want to fix the problem.

All defective products may be returned within 10 days of receipt for a replacement.  CustomTouchLawn.com will only give a replacement for a defective item. Refunds are not given for defective items.

If you receive a defective item, contact a Customer Service Specialist no later than 10 days after receipt at (316) 393-0311 or email us at sales@customtouchlawn.com.
NOTE: If you do not contact CustomTouchLawn.com within 10 days of receipt, the return of the defective item will be treated as a warranty issue and will not be accepted as a defective item return.

After speaking with a Customer Service Specialist, just return the item, including all manuals and accessories in the original packaging, directly to CustomTouchLawn.com.

Note: Include a detailed note stating:

  • Your RMA number

  • Reason for the return (detailed outline of what is wrong with the item).

  • The action being requested – Replacement Requested.

  • Write “Defective Item Return” on the note. Put this note inside the box with your return.

Returns must be sent to:

CustomTouchLawn.com
P.O. Box 608 – Goddard, KS 67052

NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

To return a defective item for replacement follow steps 1 through 7 as outlined in the 30-Day Guarantee above.

Once we receive the defective item, we will have the manufacturer inspect it.

If the manufacturer finds the item defective, CustomTouchLawn.com will send you a replacement and refund your return shipping charges up to a maximum of $10.00.

If the manufacturer finds the item not to be defective, CustomTouchLawn.com will notify the customer that the item repair is not covered by the manufacturers warranty and ask the customer if they would like to have the item returned or disposed of. The customer will be responsible for return shipping charges. Items left with CustomTouchLawn.com for more than 30 days after the customer has been notified that the item is not covered by the manufacturer’s warranty, will be considered to be abandoned and will be disposed of byCustomTouchLawn.com.

Important: Please confirm the item is defective before returning it to avoid us the hassle of having it tested and to avoid the restocking fees and shipping charges.

NOTE: Since we have found that some people will not return the merchandise once they have received their replacements, we have to have a policy that replacement items will not be shipped until the products being returned are received by us. If you request a replacement, we will ship your replacement after we receive and process your returned product.

Received the Wrong Item(s)

We stand by the high quality of our warehouse order packing. If you received the wrong item in your order, we will fix the problem!

If you receive a wrong item in your shipment due to an error on our part, contact a Customer Service Specialist no later than 5 business days after receipt at (316) 393-0311 or email us at sales@customtouchlawn.com.

NOTE: If you do not contact CustomTouchLawn.com within 5 business days after receipt, the order shipment will assumed to have been correctly and completely filled.

After speaking with a Customer Service Specialist, just return the item, including all manuals and accessories in the original packaging, directly to our warehouse.

Note: Include a detailed note stating:

  • Your RMA number

  • Reason for the return (details about what was received vs. what you ordered).

  • The action being requested (replacement requested, or a refund).

  • Write “Wrong Item Return” on the note. Put this note inside the box with your return.

Returns must be sent to:

CustomTouchLawn.com
P.O. Box 608 – Goddard, KS 67052

NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

To return a “Wrong Item” for or replacement or refund, follow steps 1 through 7 as outlined in the 30-Day Guarantee above.

Once we receive the “Wrong Item”, CustomTouchLawn.com will send you a replacement or refund you the full purchase price of the item (including return shipping charges up to a maximum of $10.00).

NOTE: Since we have found that some people will not return the merchandise once they have received their replacements, we have to have a policy that replacement items will not be shipped, or refunds/credits will not be made, until the products being returned are received by us. If you request a replacement, we will ship your replacement after we receive and process your returned product.

Missing Item(s) in a Shipment

We stand by the high quality of our warehouse order packing. If you received a shipment that was missing an item(s) in your order, we will fix the problem!

CustomTouchLawn.com uses a Two Pass Order Fulfillment Inspection System to assure every order is correctly filled and packaged. A minimum of 2 individuals inspect each package at different times to assure the order is filled according to the packing slip. Order fulfillment is completely documented to allow customer service representatives to review which items were shipped and which items have not. The Two Pass Order Fulfillment Inspection System was implemented to minimize order fulfillment errors and assure customer satisfaction.

Upon receipt of your order shipment, you must inspect the shipment for correct and complete order fulfillment.

NOTE: If you do not contact CustomTouchLawn.com within 5 business days after receipt, the order shipment will assumed to have been correctly and completely filled.

If you just received your order, and upon inspection you found an item(s) to be missing please do the following:

  1. Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock, we may have split your order into multiple shipments. Please be patient. We sometimes pack and ship orders that contain several items in separate boxes. Occasionally, the packages arrive on different days, even if we shipped them at the same time. If we split your order into more than one box you would receive more than one tracking number (each box is given it’s own tracking number). Please allow the entire estimated total delivery time (found in the UPS tracking system) for your order to arrive.

  2. Check the packing slip that was included with your shipment. If an item was not in stock when we shipped your order, it would be indicated (hand written note) on your packing slip and would be shipped to you as soon as it arrives in our warehouse (typically no longer than 3-5 days). If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized.

If your packing slip has not noted one of the situations outline above, or if  the full estimated delivery time passes, and you haven’t received the missing item or items:

Contact a Customer Service Specialist no later than 5 business days after receipt at (316) 393-0311 or email us at sales@customtouchlawn.com:

NOTE: If you do not contact CustomTouchLawn.com within 5 business days after receipt, the order shipment will assumed to have been correctly and completely filled.

Once we confirm that your order shipment is missing an item(s), CustomTouchLawn.com will send you a replacement or refund you the full purchase price of the missing item.

Custom Built Products

Certain products are specialty products and are custom built to fill your order. Custom built products are covered by their manufacturer’s warranty, and can be returned in the event of defects in material and workmanship under normal use. However, they are not valid for refund or return under any other circumstances. Products that fall into this category include, but are not limited to:

  • Watts TK-DL Backflow Test Kit

Item Warranties

We stand by the high quality of the products we sell. If an item you purchased from CustomTouchLawn.combecomes faulty, we want to help fix the problem.

All products purchased from CustomTouchLawn.com carry full warranties as set forth by the manufacturer. Any product needing replacement under the manufacturer’s warranty should be shipped to CustomTouchLawn.com for warranty replacement by the manufacturer.

Customer’s will be responsible for all “to” and “from” shipping charges associated with shipping warranty items to CustomTouchLawn.com and back to the customer.

Most manufacturer’s have a limited warranty that does not extend to any products that have been damaged as a result of accident, misuse, abuse, or service or modification by anyone.

Except as expressly set forth above, no other warranties are expressed or implied including, but not limited to, any implied warranties of merchantability and fitness for a particular purpose, and CustomTouchLawn.comexpressly disclaims all warranties not stated herein. In the event the product is not free from defect as warranted above, the purchaser’s sole remedy shall be as provided above. Under no circumstances willCustomTouchLawn.com be liable to the purchaser or any user for any damages, including the incidental or consequential damages, expenses, lost profits, lost savings or other damages arising out of the use or inability to use the product.

In order for us to process your return of a warranty item, you must obtain a Return Authorization (“RMA”) before sending anything back. To request an RMA, contact Customer Service at sales@customtouchlawn.com or (316) 393-0311.  No warranty returns, of any type, will be accepted without an RMA number.

Warranty Returns must be sent prepaid (at the customer’s expense) and insured for the full price by a trackable carrier such as UPS, Federal Express, or other internationally recognized delivery service with tracking information. Warranty Returns must be sent to:

CustomTouchLawn.com
P.O. Box 608 – Goddard, KS 67052

NOTE: please remember, we are not liable for lost or untraceable return packages that you ship back to us.

Note: Include a detailed note stating:

  • Your RMA number

  • Reason for the return (details about what is wrong with the item).

  • The action being requested – Warranty Repair.

  • Write “Warranty Repair” on the note. Put this note inside the box with your return.

If you have it, please send a copy of your receipt as this gives us all of your contact information. If you do not have your receipt, make sure you include your name, address and phone number so we may contact you regarding any questions we may have.

Once we receive the item sent for Warranty repair, we will have the manufacturer inspect it.

If the manufacturer finds the repair is covered under Warranty, The item will be either repaired by the manufacturer and returned to the customer, or CustomTouchLawn.com will send you a replacement. Item repair or replacement is determined by the manufacturer’s warranty policy. The customer will be responsible for return shipping charges. After 30 days, if we are unable to obtain payment for the return shipping fees for the item(s), the item(s) will be considered to be abandoned and will be disposed of by CustomTouchLawn.com.

If the manufacturer finds the item not to be defective, CustomTouchLawn.com will notify the customer that the item repair is not covered by the manufacturers warranty and ask the customer if they would like to have the item returned or disposed of. The customer will be responsible for return shipping charges. Items left with CustomTouchLawn.com for more than 30 days after the customer has been notified that the item is not covered by the manufacturer’s warranty, will be considered to be abandoned and will be disposed of byCustomTouchLawn.com.

Important: For all Warranty items the customer will be responsible for shipping charges associated with shipping the item(s) to CustomTouchLawn.com, and for all shipping charges associated with returning the item(s) back to the customer.

Custom Touch Lawn & Landscape provides quality Lawn Care, Landscaping, Irrigation Systems, Sprinklers & Lawn Maintenance throughout Wichita, Kansas. When it comes to Wichita Lawn Care, Custom Touch is one of the most trusted Lawn & Landscaping companies in town. Custom Touch Lawn & Landscape Serving the Greater Wichita Area.