Changes and refunds

What paying sets in motion

Payment going through is our cue to arrange turf for your date and hold your delivery or collection day (the day, not a set time). Other customers may be turned away for that day, which is why it pays to double-check before you buy.

Order by 2pm the working day before your delivery or collection at the latest, but please order as far in advance as you can to avoid disappointment. On occasion, later ordering may be possible where a date shows as available.

Plans changed?

Get in touch through our contact form with your order reference as early as you can. If our round has room we may be able to move your day, though that can't be promised. Any help is our call and comes as a credit note, not a payment back to you.

Got rolls you can't lay yet? Unroll them, green side facing up, out of the sun, and keep them watered.

Refunds

Fresh turf is cut for your order and won't keep, so a change of mind isn't grounds for a refund, and the 14-day cancellation period for online orders doesn't apply.

Counting your rolls

We count out exactly the rolls you paid for, each covering around 1 m². Count them before leaving the pick-up point, or once they're set down and before you lay any. Something wrong? Message us that day with a picture of the rolls.

Frayed edges and the occasional split roll come from machine cutting. They're normal, and join up once laid and watered.

Weather and hold-ups

If the weather or a problem on our side stops us delivering, or having your turf ready, on your day, we'll be in touch to sort out another day.

None of this affects your statutory rights.

Laying jobs

For turf we lay, your quote and our turf laying terms explain deposits, changes and cancelling.