Refund policy

Refund Policy

POTTY GRASS Return & Refund Policy

Thank you for shopping at POTTY GRASS. Because our products consist of 100% live, freshly harvested farm grass, they are legally classified as highly perishable agricultural assets. Due to their rapid deterioration and short shelf life, our return and refund guidelines are strictly enforced to maintain product hygiene and operational sustainability.

By completing a purchase on our store, you explicitly agree to the following terms:

  1. No Return Policy

  • Hygiene & Bio-Security: We do not accept physical returns of used or unused grass patches under any circumstances. Once a live grass patch leaves our delivery vehicle, it cannot be safely reintroduced into our supply chain or farm ecosystem.

  • Please do not ship or mail any living assets back to our address; unsolicited shipments will be rejected and disposed of immediately.

  1. Non-Refundable Situations Because our business operates on immediate farm allocation, we do not offer refunds, store credits, or replacements for:

  • Change of Mind: Decisions to halt use after checkout is completed or delivered.

  • Pet Behavioral Variables: Cases where a pet requires extended training, refuses to step on the grass, or chews the patch.

  • Delivery Neglect: Patches that deteriorate or yellow because they were left unattended at a guardhouse, reception lobby, or doorstep after successful drop-off.

  • Subscription Enforcement: Premature cancellations failing to meet our mandatory 3-order contract (see our Subscription Policy for full breakdown).

  1. Defective or Damaged Arrivals (Replacement Protocol) In strict compliance with the Malaysian Consumer Protection Act 1999 regarding goods that fail to match standard quality upon immediate delivery, we provide an ironclad remedy for objective defects (e.g., completely dead/rotted roots on arrival, heavy transit mold, or missing custom structural trays).

  • 24-Hour Reporting Window: You must inspect the patch immediately upon arrival and report structural failure via email (pottygrass@gmail.com) or WhatsApp (+6012 620 3194) within 24 hours of delivery.

  • Mandatory Proof: Your report must include clear, high-resolution photos and/or a brief video showing the exact defect alongside your order confirmation details.

  • Resolution: Verified harvest or transit defects will receive a complimentary replacement patch dispatched on our next scheduled Saturday delivery window at zero additional cost.

  1. Order Errors & Duplicate Billing If a technical system anomaly occurs during your Shopify checkout (such as a double-charge), please alert our customer care team within 2 hours of placement. Verified duplicate processing errors will be refunded entirely to your original payment method via Stripe. In compliance with LHDN guidelines, an official credit note or transaction cancellation note will be issued alongside your refund.