1. Seller Identification

Holder: ROLS CARPETS CORP

Address: PO Box 566668, Miami, Florida, 33256, United States

Employer Identification Number (EIN): 30-1454132

Email: info@heroturfs.com

Activity: Design, manufacture, and distribution of made-to-measure rugs, carpets, and textile floor coverings.

2. How to Place Orders

The customer may place an order through the following channels: through the website heroturfs.co.uk, available 24 hours a day, 7 days a week, or by email at info@heroturfs.com. Once the order has been validated and confirmed, Heroturfs will send a confirmation message to notify the customer that the order request has been successfully received.

3. Order Validation

Once the purchase has been made and payment has been processed, Heroturfs will send an order confirmation by email. This is the time to verify that all details are correct. If the customer does not agree with the details stated in the confirmation, they may request their modification or cancel the order. Validation of the order by the customer expressly implies acknowledgment and acceptance of these specific terms and conditions as part of the contract. Unless proven otherwise, the data recorded by Heroturfs constitutes proof of all transactions made between Heroturfs and its customers. Any request for modification or cancellation must be made within 24 hours of the order confirmation by email to info@heroturfs.com, provided that the order has not yet been shipped.

4. Prices and Payment Methods

The customer agrees to pay for the products ordered from Heroturfs using the payment methods accepted by Heroturfs, as well as for any additional amounts that may apply (including applicable sales taxes and late payment charges, if any). The applicable prices for each product are those indicated on the website on the date of the order. Prices are displayed exclusive of sales tax. The final amount, including any applicable sales tax based on the customer’s shipping address and state regulations, will be shown at checkout.

When making payment, the customer will be redirected to the secure payment gateway. Heroturfs accepts the following payment methods:

Credit or Debit Card (via Shopify Payments): Visa, MasterCard, and American Express are accepted. Payment is processed immediately through the bank’s secure SSL payment gateway. In the event of a refund or order cancellation, the amount will be returned to the same card used for the original payment. Customer personal and financial data will be processed securely and in compliance with applicable U.S. data protection and privacy regulations.

PayPal: The payment will be authorized through PayPal, and funds will be withdrawn according to PayPal’s terms and conditions. A PayPal account is required. Heroturfs does not charge any additional fees for payments made through PayPal.

Bank Transfer (Wire Transfer): Customers may make a bank transfer to an account that will be provided at the end of the purchase process. The order number must be referenced in the transfer details. The customer acknowledges that payment by bank transfer may delay order processing and shipment, as Heroturfs will not release the order until payment has been confirmed. Any bank fees or transfer charges are the responsibility of the customer.

Klarna: Customers may split their purchase into 3 interest-free installments or choose to pay in 30 days, subject to Klarna’s terms of service. Payments are automatically charged to the customer’s card each month on the same date as the original purchase. For larger purchases, Klarna may offer extended installment options.

5. Shipping and Transport

For standard turf rolls and products, shipping costs may be included in the listed price where explicitly indicated. For custom-made products, shipping will be calculated individually based on the specific dimensions, weight, and destination of the order.

Shipping within the United States is determined by the carrier’s rates and depends on the size, weight, and destination of the shipment. For deliveries within the State of Florida, standard ground shipping will apply unless otherwise specified. For deliveries to other states, rates and transit times may vary. Unless otherwise stated, the delivery times indicated on the website refer to business days (Monday through Friday) and may be affected by federal or state holidays.

Delivery times vary depending on the product and quantity ordered. For artificial turf products, the typical lead time is up to 10–14 business days, depending on the geographic location, carrier availability, and time of purchase.

Heroturfs reserves the right to adjust estimated delivery times and will make every reasonable effort to meet the stated schedule. However, shipping and delivery are subject to circumstances beyond Heroturfs’ control (including carrier delays, customs inspections for international shipments, and force majeure events). Accordingly, Heroturfs cannot be held liable for delays once the products have been handed over to the carrier.

6. Shipping Areas

Shipping is available within the continental United States only. This excludes Alaska, Hawaii, Puerto Rico, Guam, the U.S. Virgin Islands, and all other U.S. territories.

Customers located in excluded regions may arrange delivery through a freight forwarding service based in the continental United States. In such cases, Heroturfs’ responsibility for the shipment ends once the order has been successfully delivered to the designated freight forwarder. Any additional costs, customs clearance, or onward shipping arrangements from that point are the sole responsibility of the customer.

7. Receipt of Goods

The order will be delivered to the address provided at the time of purchase. Any later modification may incur additional distribution charges beyond those included in the original order. Upon receipt of the goods, it is essential to note any issue with the condition of the packaging on the delivery note signed for the carrier and notify Heroturfs by email at info@heroturfs.com within 24 hours of receipt. After this period, products will be considered accepted by the customer. If the package shows significant damage suggesting possible product damage, it must be rejected, and Heroturfs must be notified immediately.

8. Returns

8.1 Returns – Terms and Conditions for Professionals

The customer will have 14 days from receipt of the product to submit any claim regarding the supplied product. After this period, the products will be considered accepted. Claims must be made in writing, either through the designated space on the website or by email at info@heroturfs.com. Heroturfs is not responsible and reserves the right to reject returns for goods damaged due to misuse or transportation issues. Transport costs for returns will be shared equally: the customer will send the material to Heroturfs prepaid, and Heroturfs will return repaired material also prepaid. If a product is returned for repair and is found to be functioning correctly, it will be returned to the customer with shipping costs to be paid on delivery.

Non-defective goods: Returns of non-defective goods are generally not accepted. However, in special cases and only with prior approval from Heroturfs, returns may be accepted, subject to a 20% management and administration fee. Returns of goods valued under $200 are not accepted.

Defective goods upon receipt: If the product is defective upon receipt, this must be noted on the delivery note, and Heroturfs must be informed by email. Once a return authorization number is assigned, the product must be sent back in its original packaging and with all accessories.

Defective goods under warranty: Defective products within the warranty period will be handled under warranty, and original packaging will not be required. Once a claim number is assigned, the product must be sent to Heroturfs within 5 business days, with the claim number clearly marked on the packaging. Claims will be canceled if the product is not received within this period.

8.2 Returns – Special Terms and Conditions for End Users

End users must notify Heroturfs of their intention to return a product, either through the website or by email at info@heroturfs.com. Simply rejecting the package upon delivery is not considered a valid return request. If the return is approved, the product must be sent to the following address: C/ Calp, Nave 71-A, 03330 Pol. Ind. Faima, Crevillent (Alicante).

There are three possible return scenarios:

Non-defective goods: End users may request a return within 14 days of receipt if they change their mind about the purchase. After 14 days, Heroturfs reserves the right to accept or reject the return. The customer will bear all return shipping costs.

Defective goods upon receipt: If the product is defective upon receipt, this must be noted on the delivery note, and a return request must be sent to info@heroturfs.com. Once a return number is assigned, the product must be sent in its original packaging, with manuals and accessories, and with the return number clearly visible on the packaging.

Defective goods under warranty: Products found defective within the warranty period will be accepted for warranty service. Once a return number is assigned, the product must be sent within 7 days, with the return number visible on the packaging. If the product is not received within this period, the return case will be canceled.

9. Warranty

All our products are covered by a 5-year warranty that protects against manufacturing defects and functional failures under normal usage conditions. The warranty includes rigorous tests such as mechanical wear (up to 50,000 Lisport cycles), dimensional stability, microbiological resistance, and more. For full details, please refer here 👉 General Warranty Hero4U

10. Pricing Policy and Offer Validity

Heroturfs offers are generally valid for 15 business days unless stated otherwise. Heroturfs reserves the right to modify prices until the customer receives order confirmation.

11. Language

The language in which the contract between Heroturfs and the customer will be concluded is English.

12. Promotional and Informational Emails

According to Heroturfs’ privacy policy, customers will be added to the company’s database and may receive promotional emails, such as product offers or news. Customers wishing to unsubscribe may contact Heroturfs, and every email will include an option to opt out of future communications.

13. Limitation of Liability

Heroturfs’ liability in sales operations with respect to the buyer is limited to the invoice amount of the sold product and to what is established by applicable consumer law. Heroturfs’ liability is limited to the invoice amount and does not extend to any loss of profits by the buyer.