Refund policy

Last updated: September 2026

This Returns, Cancellations & Refunds Policy applies to purchases from RubberMulchOutlet.com, operated by River City Play Systems LLC.

Return Eligibility

Because many of our products are commercial, freight-shipped, made-to-order, or specially configured, change-of-mind returns are available only when the applicable product page expressly identifies the item as Return Eligible.

Products that are not expressly identified as Return Eligible are not eligible for a change-of-mind return. This generally includes commercial playgrounds, surfacing and bulk materials, playground borders and wear mats, site amenities, fitness and sports equipment, commercial pedal karts and fleet orders, and custom, configured, made-to-order, or special-order products. Installed, assembled, used, altered, or customer-damaged products are also not eligible for a change-of-mind return.

This return limitation does not reduce the assistance available for products that arrive damaged, short, incorrect, defective, or subject to an applicable warranty. Those matters are handled under the separate claims sections below.

Conditions for a Return-Eligible Item

To request a change-of-mind return for a product expressly marked Return Eligible, contact us within 30 days after delivery. The product must be unopened, unused, uninstalled, unaltered, in its original condition and packaging, and accompanied by proof of purchase.

All returns require written authorization and return instructions from RubberMulchOutlet.com. Please do not send a product to the address shown on the website, to a manufacturer, or to any other location until we provide the correct return destination. Products sent without authorization or to the wrong location may not be accepted.

The customer is responsible for return shipping or freight and any insurance or tracking selected for a change-of-mind return. Original shipping and freight charges are not refundable. An approved return may also be reduced by an actual supplier or restocking charge disclosed to the customer when it applies.

Order Changes and Cancellations

Contact us as soon as possible to request an order change or cancellation. We will make reasonable efforts to accommodate the request, but changes and cancellations are not guaranteed after procurement, customization, production, or shipping has begun.

If no nonrecoverable costs have been incurred, we will refund the full amount paid for the canceled items. If nonrecoverable costs have been incurred, the refund may be reduced by the actual documented supplier, customization, processing, restocking, outbound-freight, return-freight, or similar costs attributable to the change or cancellation.

Once an order has shipped, a change-of-mind request is handled under the Return Eligibility rules above. Product availability, production scheduling, and freight reservations may also limit whether a requested change can be completed.

Accepting Deliveries

Please always accept the shipment. Do not refuse any delivery. Refusing a shipment does not create an approved cancellation or return and can cause additional delay, freight, storage, or redelivery charges. If damage, shortage, or another issue is visible, accept the delivery, describe the issue specifically on the delivery paperwork, take photographs, retain the packaging and documents, and contact us immediately.

Damage, Shortages, and Incorrect Items

Damage, missing components, shortages, and incorrect products are delivery claims, not change-of-mind returns. Follow the inspection and reporting procedures in our Shipping & Freight Policy.

Report visible damage or shortages immediately after delivery. Report concealed damage or missing components as soon as discovered and no later than 48 hours after delivery, subject to any shorter carrier or manufacturer deadline documented with the order or shipment. Include the order number, product and package details, photographs, and the signed delivery document.

We will evaluate the documentation and coordinate the appropriate carrier, supplier, or manufacturer process. Depending on the circumstances, the remedy may include replacement parts, repair, replacement, a carrier claim, or another appropriate resolution.

Defects and Warranty Claims

A product concern discovered after delivery, assembly, or installation may be handled under the applicable manufacturer or product-specific warranty rather than as a return. Warranty terms, coverage, exclusions, documentation requirements, and remedies vary by product and manufacturer. A warranty claim does not create a right to a return or refund unless the applicable warranty or an approved written resolution expressly provides one.

Refunds

For an authorized return, we will inspect the product after it reaches the approved return location and notify the customer of the result. Return authorization does not guarantee a refund if the returned product does not satisfy the approved conditions.

Approved refunds will be issued to the original payment method when practical or through another method approved by RubberMulchOutlet.com. Any applicable actual costs described in this policy will be deducted from the refund. Banks, card issuers, and other payment providers may require additional time to post a completed refund.

Contact Us

To request an order change, cancellation, authorized return, or claims assistance, email sales@RubberMulchOutlet.com or call or text (210) 512-9888. Please include the order number and a description of the request.