Returns & Refunds

We offer a 60-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 unopened in their 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 50% 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

Products must be inspected before accepting and any damage in transit must be reported within 48 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

Please be aware that our system processes orders immediately after placement, including cutting artificial grass to your specified measurements. It is essential to check your measurements carefully before placing your order.

Our artificial grass rolls are cut to your bespoke size. As a personalised product, cancellations and returns are subject to cutting and delivery fees, depending on the status of your order.

Cancellation Before Delivery Confirmation

If you cancel your entire order before confirming a delivery slot or before the order is out for delivery, a 50% cutting fee will apply to any artificial grass cut bespoke to your specifications, along with a £20 delivery charge. However, no cancellation fees will apply to any accessories.

For partial cancellations, a 50% cutting fee will apply to the bespoke-cut artificial grass you wish to cancel. No fees will apply to any rolls or accessories you choose to keep, and there will be no extra delivery charges for part cancellations.

Cancellation After Delivery Confirmation or on Delivery Day

If you cancel your order after accepting a delivery slot or on the day of delivery, you will be charged a 50% cutting fee for bespoke-cut items, along with a failed delivery fee. This fee will be calculated based on your order size and location.

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 50% 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.