Grass, Composite & Bespoke Returns

RETURNS & REFUNDS

ARTIFICIAL GRASS, COMPOSITE, CORTEN STEEL & BESPOKE/MADE TO ORDER ITEMS

We are unable to offer refunds or to exchange any products that have been cut to size, made to measure or installed (unless it is established that they have since developed a manufacturer fault). Whether collected or delivered, all products are the responsibility of the customer. We will not accept liability for damage, loss or deterioration once collected or delivered.

We offer a 7 day returns period. Goods must be returned to us in a saleable condition, undamaged or altered in any way and in their original packaging. We reserve the right to refuse refunds for any goods not returned in a saleable condition. Provided goods meet these conditions the customer is entitled to a full refund. Should you wish to return goods after this period please contact us, you are not entitled to a refund after the initial returns period unless the product(s) develop a manufacturer fault. Any exchange or refund agreed after the return period is entirely at our discretion. Customer satisfaction is important to us and we will always aim to agree a mutually acceptable solution where possible.

FAULTY PRODUCTS

In the unlikely event that a manufacturer fault develops within 30 days of the purchase date, please notify us as soon as possible with photographic evidence. Where a manufacturer fault is identified, you will be able to receive a full refund, repair or replacement of the original order, whichever is more convenient.

Where a manufacturer fault develops after 30 days from the purchase date, we will do our best to remedy the problem as soon as possible.

We reserve the right to withhold any remedy, refund, repair or replacement until the faulty product(s) is/are returned to us for investigation. The cost of the return is to be borne by the customer but reimbursed by us in the event that a manufacturer fault is established.

If the products are installed and you are not able to remove and return them, please contact us to arrange an alternative solution. In some instances, we can arrange a courier pick-up service (subject to a charge to be borne by the customer).

Please note that our liability under this policy:

Excludes any discrepancies between batches (colour or otherwise) or faults caused as a result of improper installation, use, inadequate storage or maintenance; is limited to the original order value; and does not include any additional or third party costs incurred by you for the installation of our products (or otherwise) prior to the fault appearing.

We advise customers to carefully inspect any purchases (and report any faults immediately) prior to any installation.

SUBSTITUTE PRODUCTS

If a product is ever unavailable, we will contact you either to arrange a full refund or allow you the opportunity to select a similar product with any difference in price being collected or returned. Rest assured, we will never supply you with any substitute products without your prior approval.

COLOURS

Every effort is made to ensure that the colours of our products are presented as accurately as possible on our website. Due to discrepancies between monitors etc. we recommend that our customers take advantage of our free sample service prior to ordering. Please note that different widths, batches, materials or orders may not match exactly when placed next to one another if ordered at a different time. Every batch is slightly different.