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Return policy

Returns & Refunds

We offer a 14-day return policy if you change your mind and do not wish to keep the product. As artificial grass rolls are cut to your bespoke size, a full refund (minus a 3rd party collection charge and cutting fee if applicable) will be issued if the following conditions are met:

  • Goods must be rolled/sealed in the original packaging
  • Goods must not have been used, tampered with, or fitted in any way
  • Goods must be returned in full, including all parts and any free products or documentation

In accordance with Distance Selling Regulations, we require an email confirmation that you wish to return your item(s).

If grass is cut to your bespoke size, a 25% cutting fee applies to returns. If you would like us to arrange collection of a returned item, our courier will charge a collection fee of £50 which we would collect from you.

Reporting Damage

If the item delivered is damaged, you must report any manufacturing flaws or internal damage within 7 days. We do not charge cutting fees or collection fees on returns due to damage.

However if the product has been used (fitting/attempted fitting) or you do not have the packaging, this will be deemed as acceptance of goods and we will not accept the return.

Cancellations

Our artificial grass rolls are cut to your bespoke size. As a personalised product, cancellations after the free cancellation period are subject to cutting/restocking fees.

24 Hour Free Cancellation Period

If you change your mind, it is imperative that you let us know within 24 hours of purchase to avoid any cutting/restocking fees.

Cancellation After Assigned Delivery

You will receive an email containing your assigned delivery date. This email is sent after the product has been cut, packaged, and handed over to our dedicated courier. If you change your mind after this point, cutting fees will apply if you wish to cancel or amend your order.

Cancellation on Delivery Day

If a product is cancelled on the day of delivery, our specialist courier will charge a collection fee of £50, which will be deducted from your refund. Please ensure that you let us know as early possible of any cancellation(s) or ammendments to avoid these charges.

Collection Charges

We can collect with our carrier and provide you with a refund as long as the item or un-fitted material can still be collected and safely transported back in the original packaging. A charge for collection will be deducted from the refund if the product(s) are untainted and the customer changes their mind. This charge is dependent upon your location and the weight of the product(s). Please be aware that return 3rd party collection charges may be higher than original outbound delivery charges.

If we have delivered the wrong order to you, or if the products arrived faulty, you will not be charged for the collection. If a product is returned as damaged/faulty by the customer, and upon inspection is found to be undamaged/without fault; we reserve the right to deduct collection charges and cutting fees from your refund.

Cutting Fees

When placing an order, which involved stating your required dimensions for the item, your order is tailored uniquely to your bespoke size. If you wish to cancel your order after the item has been cut to size (cutting commences immediately after payment is received), we charge a minimum cutting fee of £25, or 25% of the total value, excluding delivery - whichever is greater.

Boxed/retail packaged items such as underlays and adhesives are not cut to size and are therefore not subject to cutting fees.