Refund policy
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, any products which are returned will recieve a refund of 50% of the original purchase price (minus a 3rd party collection charge and cutting fee if applicable) within the first 14 days of purchase, all goods need to be sealed and in the good condition.
Refunds 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
It is the customer's responsibility to ensure the accuracy of measurements provided for custom-cut artificial grass. We strongly recommend having a professional measure to confirm the accuracy before placing your order. Due to the bespoke nature of custom-cut artificial grass, orders are cut precisely according to the measurements provided by the customer. As such, these custom-cut products are non-returnable and non-refundable.
Reporting Damage
Products must be inspected before accepting and any damage in transit must be reported within 24 hours. 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 custom-cut product, cancellations after the free 24 hour 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 courier. If you change your mind after this point, unless the item is damaged on delivery or faulty we will not offer a refund or return for the item.
Cancellation on Delivery Day
If a product is cancelled on the day of delivery, our specialist courier will charge a collection fee of £50. Please ensure that you let us know as soon as possible of any cancellation or amendment to avoid these charges.
Collection Charges
We can collect with our courier and provide you with a refund as long as the item or unfitted 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. 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. However we only accept returns on faulty or damaged packaged items.
You can request a return in your customer account portal.
