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0499 619 000

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Synthetic Grass NSW Product Guarantee


Synthetic Grass NSW (‘SGNSW’) guarantee to the Customer, a product warranty of eight (8) years from our synthetic grass manufacturer and a seven (7) year installation warranty under general use. SGNSW guarantee that from the completion date and for a period of eight (8) years, the synthetic grass surface:


(i) will be free from significant fading of more than 50%

(ii) will not suffer any significant or unusual breakdown of pile height due to ultraviolet degradation


SGNSW also warrants to the Customer that;


(iii) the synthetic grass has been installed in accordance with SGNSW guidelines which relate directly to surface;

(iv) the base and infill materials installed is as per the application rates Product Specifications for the product;

(v) the joining tape and adhesive have been applied in accordance with the SGNSW product and the supplier’s recommendations;

(vi) all machinery or power tools used in the installation of the surface is fit for purpose, maintained correctly and professionally serviced regularly.


Product Warranty Terms


This guarantee is exclusive of all other warranties, whether written, oral, expressed, implied or statutory and hereby excluded and disclaimed to the extent that they exceed the warranties expressly granted herewith. This guarantee is in addition to any guarantees required by law. This guarantee shall not cover any defects, failure or damage in or to the synthetic grass or soft fall that has been caused by:


(i) failure to complete general preventative maintenance of the surface as per the SGNSW General Maintenance Guide will void full replacement warranty; this particularly refers to the upkeep of required infill.

(ii) the SGNSW General Maintenance Guide is followed firmly throughout the surface life. This guide is viewable online at and upon request can be posted or emailed to the Customer.

(iii) the surface is used solely for the purpose for which it is designed and installed.

(iv) SGNSW may vary, cancel or suspend the Product Warranty Terms or SGNSW General Maintenance Guide from time to time without notice to the Customer and without being liable to the Customer.

(v) abuse, misuse, negligence, general preventative maintenance or improper maintenance;

(vi) failure to service the area every 12 months by a trained professional or by SGNSW.

(vii)  failure to keep maintenance records and receipt of the service and submit by email to SGNSW within 30 days of the service being undertaken.

(viii) the surface being reinstalled, repaired, altered or replaced by any person other than a qualified installer;

(ix) damage, direct or indirect, including but not limited to, on account of, accident, vandalism, machinery, spiked shoes, animals, misuse, fire, flood, chemical reactions, acts of God, natural disasters, or static or dynamic loads exceeding the specifications of the synthetic grass.

(x) improper or faulty subsurface preparation, unforeseen subsurface issues, failure of the subsurface after installation including new or old tree root growth,  ‘settling’ of the surface, or the use of dry cleaning fluids or improper cleaning methods.

(xi) SGNSW will not accept responsibility for any storm, animals, weeds, and dips in the grass caused by soil erosion generally occurring adjacent to retaining walls, fencing or other structures such as insufficient or improper drainage connection to stormwater drains, which is out of the control of SGNSW or other damage following completion of the works.

(xii) furniture when the surface has been installed indoors. ‘Pile crush’ is not covered by this warranty.


Warranty Claim Procedure


For the purpose of making any claim for breach of warranty under this clause, the Customer must:


(i) immediately upon becoming aware of circumstances giving rise to a claim under this clause, notify SGNSW in writing setting out full particulars of the claim supported with photographic evidence. SGNSW must be formally notified of any issue giving rise to a claim within seven (7) days of the Customer becoming aware of the issue.

(ii) allow SGNSW, its employees and agents full and free access to the place where the Services which are the subject of the claim have been supplied for the purpose of conducting such inspection and tests as SGNSW may in its absolute discretion consider necessary to determine whether the claim is justified or not.

(iii) allow SGNSW, its employees and agents full and free access to the place where the Services which are the subject of the claim have been supplied for the purpose of repairing the area, in as timely a manner as is possible for SGNSW and the Customer.

(iv) upon receipt of the Customer’s written notice of a warranty claim, SGNSW will arrange for a site inspection to take place within fourteen (14) days; and upon acceptance of a claim, for remedial works to be undertaken within a period of one (1) month, or within a time frame as mutually agreed between SGNSW and the Customer.

(v) SGNSW’s liability for any breach of a condition or warranty is limited, in the absolute discretion of SGNSW, to one or other of the following:

1. supplying the Services again; or

2. paying the cost of having the Services supplied again; and does not extend to consequential loss or damage.



To enjoy the continued enjoyment of your turf surface, it is essential that minimum standards are followed. Your new synthetic grass landscape needs to be maintained on a regular basis in order for it to provide the best possible characteristics over its lifespan. However, the level of upkeep required is minimal, inexpensive and stress-free. This guide outlines instructions in surface protection, stain removal, welcoming pets to their new lawn and our general recommendations for the upkeep of your synthetic grass:


General Surface Care Rules


   Use a leaf blower or vacuum to remove debris and/or rubbish then wash down the surface with a hose.

   Avoid having heavy machinery and loads on the surface, particularly when wet. This may lead to Pile Crush.

   Minor repairs such as splitting seams need to be reported and attended to promptly by an SGNSW installer.

   If damage occurs it is highly advisable to contact the SGNSW team so technical advice can be offered for your situation.

   A professional service should be undertaken by SGNSW every twelve months.


Your warranty may be void if these General Surface Care Rules are not adhered to.


Surface Protection


  Fabric softener is a multi-functional and inexpensive additive and can be used to reduce static cling, sanitise the surface to reduce germs and it has been documented to reduce heat related effects. If you choose to adopt this method for ridding the surface of animal urine odour, it must be a diluted solution of fabric softener to water.

  Regular drag brushing will help to ensure that the dispersed infill material is redistributed across the surface, thus protecting the fibre against accelerated wear. This is a process undertaken during a professional service with SGNSW.

  Maintaining even infill levels will help to ensure the full life expectancy of the surface. It is normal for infill levels to settle within the first few months depending upon usage. We recommend you monitor infill levels in between having the area serviced.


Stain Removal


Polyethylene surfaces have good resistance to staining. Some cleaning products are safe to use liberally over the surface but other products can be harmful to particular components of the product composition and so must only be applied by dabbing with a soaked cloth. Here are our top tips for stain removal:


 For large areas: A warm mild solution of granular household detergent diluted in 5 litres of water, OR, a neutral low foaming detergent recommended for delicate fabrics diluted in 5 litres of water. These detergent solutions are best used on stains caused by: Tea or Coffee, Alcohol, Milk or Juices, Sauces, Condiments or Food Colourings.

 For tough stains: A 3% Ammonia Solution can be applied followed by a thorough hose down of the surface.

 pH neutral dry cleaning fluids can be used sparingly with a damp cloth for stains caused by: Asphalt, Ball Point Ink, Shoe Polish, Lipstick, Tanning Products or Oils, Cooking Oil, Floor Wax or Stain.

 Do not use Chlorine based bleaches or caustic detergents on your surface as this will cause discolouration.

 Fresh spills are always easier to remove than dried or hardened ones. Remove any solids with a plastic spatula and blot up excess liquids with absorbent paper towels.

 Chewing gum can be removed by using dry cleaning fluid or by freezing (e.g. Aerosol packs or dry ice).

 It is the Customers duty of care to comply by the manufacturer’s instructions for the handling and use of cleaning chemicals.


Welcoming Pets to your new Synthetic Grass Lawn


Synthetic grass is pet-friendly but it is common knowledge that dogs are territorial and so introducing puppies or older dogs to their new lawn may initially require a little extra attention toward your furry friend. The SGNSW team have encountered a wide variety of pets, each with their different mentality and behaviour toward ‘their territory’. SGNSW have installed premium synthetic lawns for RSPCA Dog Boarding Kennels, Luxurious Puppy Schools & Pet Grooming Salons; each with great success and much love from all of the animals. To aid in this smooth transition to the synthetic lawn there are a number of methods, sprays and deterrents to discourage pets from causing any damage.


(i) If dogs are going to ‘pull up’ the synthetic grass it is most likely this will occur from the corners. ‘Dog re-inforced corners' can be installed and may be recommended to you specifically if you are already concerned about your dogs or our representatives feel the works will require the installation of further re-inforcing for the longevity of your surface.

(ii) Sprays are entering the synthetic grass industry, specifically designed as a deterrent for dogs chewing or biting synthetic grass. The pheromone treatments are highly effective for a large variety of dogs, but it may require some trial and error to find the best solution for your pets. Pheromone Sprays should be tested on a small area before applying to the entire surface. Cayenne Pepper is a household dried spice that has also been used as an effective deterrent.

(iii) Pheromone-Treated Yard Stakes are an ideal toilet training tool and a training method that you may wish to implement prior to your lawn installation. The pheromone stake attracts dogs to urinate on it and this will aid toilet training your dog. If you wish to purchase the stake prior to your installation our installers will install the stake for you; however a gentle hammer through the synthetic grass will pierce the stake through the backing and into the subsurface.

(iv) To neutralise animal waste stains or odour a mixture of distilled vinegar with equal amounts of water can be applied. However, you can purchase Spray Concentrates specifically for Odour Elimination at Pet or Hardware Stores.


Minor Repairs


Inspect ALL seams and note any loose areas. Minor damage can develop quickly into requiring large scale repairs, particularly under heavy use. As such, a casual but daily inspection of the surface and immediate repair of any growing damage is essential.


For booking your professional service, or to discuss repairs, minor or otherwise, or for more advice on your synthetic grass installation, feel free to contact Synthetic Grass NSW on 0499 619 000 or at

General Maintenance Guide

& Terms and Conditions for Warranty