Request Warranty Service

  • To request a warranty service, please fill out the form below.
  • Please email images of the areas you need serviced to [email protected]
  • Our representative will give you a call ASAP to schedule your service request.
  • Your request may take up to two weeks to be scheduled.
  • For emergency requests, please call our office directly at (469) 829-6368.
    EX: Damaged water main or other severe damage.

Limitations on Coverage:
This warranty does not cover:

(1) Damage from accidents, vandalism, abuse, and neglect.
(2) Acts of Nature (including earthquakes, floods, hurricanes, and other natural disasters).
(3) Use of chemicals and improper cleaning methods.
(4) Failure to properly maintain, protect, and/or repair the turf.
(5) Damage that occurs during the shipping/transportation process. All shipping claims must be filed against the freight company in question.
(6) Damage caused by reflection (melting) or other flammable materials.
(7) Synthetic turf is subject to normal wear and tear. Normal wear and tear are not manufacturing defects and therefore are not covered by this warranty.
(8) Warranty to the original purchaser only, non-transferable.

  1. Turf Warranties.
    1. Installation Warranty – Custom Turf warrants the installation shall be done in a workmanlike manner and be free from defects in workmanship for at least a period of 24 months from the date of installation. If Customer notifies Custom Turf in writing that Customer suspects the installation is not in conformity with this warranty, Custom Turf will, without charge, inspect the installation and, to the extent it determines there to be a defect in the workmanship of the original installation, correct the defect. Customer agrees this is the sole remedy it shall have concerning the installation and waives any other warranties it may have regarding the installation. This warranty does not apply to or cover damages resulting from: Customer’s failure to maintain the turf in accordance with the manufacturer’s suggested maintenance, accidents, vandalism, fire, flood, extreme weather, or other acts of nature, abuse, neglect, misuse of the turf, normal matting, the effect of the sun’s energy when magnified by glass or reflective surfaces, settling, drainage, and all other issues related to the subbase (e.g., trenching, drain work, tree removal, etc.) that may result, in part, from work completed by others prior to or after the installation, the or repair, or attempted repair, by anyone other than a Custom Turf approved installer.