Returns & Refunds
We want you to feel confident when ordering from us and aim to be clear and fair in our approach to returns.

Product Nature
Many of our products are prepared based on the measurements selected at the time of order.
Where products are cut or prepared to specific dimensions, they are classified as made-to-order goods.
As such:
These items are exempt from standard cancellation and return rights under the Consumer Contracts Regulations.
This does not affect your statutory rights in relation to faulty or incorrectly supplied goods.

Order Accuracy
It is the customer’s responsibility to ensure:
Measurements are correct
Quantities are sufficient for the project
We strongly recommend allowing additional material (typically 5–10%) to accommodate cutting and installation.
We cannot accept responsibility for:
Shortages due to incorrect measurements
Over-ordering

When Returns Are Accepted
We will resolve issues where:
The product is faulty or defective
The incorrect item has been supplied
In such cases, we may offer:
Replacement
Repair
Refund

When Returns May Not Be Accepted
Returns may not be accepted where:
Products have been cut or prepared to specific measurements
The incorrect size or quantity has been ordered
The request is due to change of mind
The product has been installed, altered, or used

Inspection Before Installation
Customers must inspect all goods before installation.
We cannot accept responsibility for issues identified after the product has been cut, installed, or altered.

Reporting an Issue
Any issues must be reported within 48 hours of delivery.
To submit a claim, please provide:
Your order number
A description of the issue
Clear photographic evidence
Failure to report within this timeframe may affect our ability to resolve the issue.

Product Appearance
Please note:
Samples are provided as a guide only
Variations in colour, tone, and pile direction may occur between batches
Artificial grass may require time after installation to settle and achieve its intended appearance
These factors do not constitute faults.

Returns Process
Where a return is approved:
Items must be unused and in original condition
Items must be suitable for resale
Collection may be arranged by us or required by the customer
We reserve the right to refuse returns that do not meet these conditions.

Costs & Deductions
Approved returns may be subject to:
Collection charges
Restocking fees
Deductions for handling or processing
These will be confirmed prior to acceptance of the return.

Refunds
Where a refund is approved:
Refunds will be processed to the original payment method
Processing times may vary depending on payment provider

Discretionary Returns
In certain cases, we may accept returns outside of our standard policy at our discretion.
This does not create an obligation to accept similar returns in the future.

Liability
To the fullest extent permitted by law:
Our liability is limited to the value of the goods supplied
We are not responsible for:
Installation costs
Labour costs
Consequential losses

Contact
If you have any questions regarding returns, please contact our team via the details on our website.