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Delivery Times and Delays
For the latest delivery information and timescales, as well as an up to date list of all eligble postcodes, please visit our main delivery information page.
Please be aware that Grasswarehouse.co.uk will not entertain any claim for compensation because of a late delivery. We cannot accept any liability for time or economic loss as a result of, but not limited to; advanced installation bookings, employment holiday, event delay and alike.
We will however refund any addition delivery upgrade charge that you may have purchased and the carrier has not been able to achieve, this however will be the limit of any claim.
Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the customer has specified the incorrect address or postcode during checkout.
If the order must then be forwarded to a new address, a charge for re-delivery will apply and we also reserve the right to deduct any such charge from any refund given should the order be subsequently cancelled.
We may send you an email containing a link to the delivery carriers tracking system. The information on their system is a guide to the progress of your delivery. Due to this information being out of our control we cannot be held accountable for any arrangement you make based on information you have received.
Special instructions passed directly by yourself to the 3rd party carrier are treated as a non-guaranteed requests and are carried out at the carrier’s own discretion.
Our standard delivery services is a 1-man service. It is essential that the driver has assistance unloading your order, this is just a kerb side service. If you are unable to assist for any reason you must advise us of this before your order in dispatched.
Due to the size of some delivery vehicles, as a guide the largest would be a 7.5 ton lorry (usually able to go anywhere where your council bin lorry can access), any carriers delivering on our behalf must be informed of any restrictions regarding access. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery.
Upon delivery it will be necessary for the driver to obtain a signature. Drivers are allocated a maximum of 15 minutes to off load and obtain a signature.
Grasswarehouse.co.uk will not accept any claims for compensation arising from non/failed/refused/delayed/returned deliveries by either yourself or the carrier on the basis of being unable to unload to an agreeable location within a 15 minute timescale or are prevented from do so by access restrictions.
Re-delivery or cancellations charges will be applicable when your order is finally delivered or returned to us.
Most carriers’ deliver to the curb side immediately adjacent to their vehicle, the driver is not permitted to enter your premises. (The handling of the artificial grass is heavy & the roll cannot be bent, it may be easier to leave it outside until ready to be fitted) This is the case especially if you live in a block of flats or offices, the carriers will only deliver to the ground floor entrance.
If for any reason the carrier is unable to deliver. Your order will be returned to the carrier’s local depot where it will be held for a maximum of 3-5 days, then automatically returned to us. Charges will apply for re-delivery. Cancellations will be subject to fees
If the carrier is able to leave your order with a neighbour or other deemed suitable party, we cannot be held responsible if the order is left in the wrong location. We are unable to request the carrier to return and move the items.
Damages In Transit
As damages can occur in transit and issues can arise to prevent the delivery that are out of our control, we cannot accept any liability for time or financial loss as a result of, for example but not limited to; advanced fitter booking, employment holiday etc. These provisions made are by your choice and at your discretion, but do not affect your statutory rights. We would also ask all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will arrange for a replacement item or refund for any incorrect items at no additional cost to you.
If the order you receive has any damage on the exterior packaging you must check the contents and list the damage on the driver's delivery note, if the words 'goods delivered in good condition' are on the delivery form next to your signature they need to be crossed out. If you are at all worried about the goods being damaged, you must sign for the goods as ‘Damaged’ on receipt ore refuse delivery. Any damage must be reported to Grasswarehouse.co.uk within 24 hours of signing. If someone else is signing on your behalf they must be made aware of the above. If the roll is damaged and you have failed to make any attempt to list this on the delivery note, Grasswarehouse.co.uk or the carrier cannot be held responsible.
Your Acceptance of Material Supplied
We reserve the right to over supply each cut length but up to 1.5m. However will follow the guidance of BS 3655 (roll materials tolerance of +/- 1.25%) with regard to shortage claims. We would always advise customers to take this into account when deciding on the measurements to purchase. We cannot be held responsible any orders that are too short within these British Standard tolerances. Our cutting machines are fully automated however errors of a size or material type nature may occur if miss programmed by the operator. We will investigate a claim for an error as soon as we are advised, this will involve confirming the data entered by the operator and also an item weight check obtained from the delivery carrier.
You will need to supply us with photographic evidence for all claims in relation to errors in material type supplied. If we are in agreement that an error has taken place we will immediately replace the item/s using our next working day delivery service. We reserve the right for us to collect the original item/s before a replacement is dispatched in all cases where it is unclear to us how the error occurred. You must co-operate and make yourself available for collections (which may be on a different day than the replacement is received) of any item/s that needs returning to us. If the courier is unable to collect for any reason the uncollected item/s will be deemed as an outstanding debt at the full retail price, you will also be liable for all further costs involved in collecting and transporting of the return back to us.
We will not entertain any compensation claims regardless of fault due to errors in size or material supplied, we cannot accept any liability for time or economic loss as a result of, but not limited to; advanced installation bookings, employment holiday, event delay and alike. We recommend that you time your delivery to allow at least 3 working days before the required date so that you can fully check your order.
You must ensure that both yourself and/or you nominated installer are fully aware of the following:
ONCE YOU OR YOUR INSTALLER CUT THE MATERIAL YOU ACCEPT IT & OWN IT
All items supplied must be carefully inspected BEFORE INSTALLATION to check there is no issues in regard to; type, specification, size, quantity, colour matching, manufacturing faults or delivery damage. If any of the above are found in material supplied you MUST NOT commence installation, report the issue immediately to us by either telephone, email or fax. Do not install any items until we have replied to you, even if item is fault-free.
Under no circumstance what so ever will Grasswarehouse.co.uk accept claims for any of the above once the material has been cut and/or installed in any way.
Distance Selling Regulations 2000
Under the Distance Selling Regulations 13c, you cannot cancel any customised order once it has been cut and/or dispatched. However, if an order has already left our possession, we will require you to pay the associated costs of returning the item to us before we will refund the purchase as well as any cutting fees. Once the item has been delivered you have the standard 7 days statutory rights to report any manufacturing flaws or internal 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.
Order Cancellations/Refused Deliveries
You may cancel your order for a full refund prior to your order being cut and/or dispatched. If you cancel your order after it has been dispatched, you are responsible and all freight charges incurred by Grasswarehouse.co.uk. These freight charges will be based on carrier’s cost price. Orders placed with “Free Delivery” offer will be treated at our standard delivery rate to your location. Charges will be deducted from your refund (see 'Distance Selling Regulations' above).
If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for all outward and return freight charges incurred by your refusal. Please be aware that cut to size items also carry a minimum cutting fee.
Our artificial grass products are cut to your bespoke size. As a personalised product, cancellations and returns 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 as possible of any cancellation(s) or amends to avoid these charges.
When placing an order, which involves 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 (after your delivery date has been emailed to you), we will charge a minimum cutting fee of £25, or 25% of the total value excluding delivery - whichever is greater.
Boxed/retail packaged items such as adhesives are not cut to size and are therefore not subject to cutting fees.