Cancellation and Returns Policy

Cancellation and Returns Policy

Real Grass:

Cancellation of Orders: If you wish to cancel your order, please contact Grasisland before your chosen delivery date (referred to as your “preferred delivery date” on our checkout page). Please notify us by 10.30am the day before your preferred delivery date. Cancellations can only be made by texting us at 07479322886 during office hours (Monday to Friday, 8.30am – 4.30pm).

Once your product is en route to your delivery address, we are unable to cancel your order, but we kindly ask that you inform us.

Rescheduling Orders: To reschedule your order, please inform us by 10.30am the day before your preferred delivery date by texting us at 07479322886 during office hours (Monday to Friday, 8.30am – 4.30pm).

Returns of Non-Perishable Products: For returns of non-perishable products purchased from Grasisland, please contact us no later than 1 day after delivery. Contact us by texting us at 07479322886 during office hours (Monday to Friday, 8.30am – 4.30pm).

You have a legal obligation to take reasonable care of the goods while they are in your possession. Goods must be returned complete, unused, and undamaged. Failure to comply may result in compensation claims against you.

Our returns policy does not affect your statutory rights. Return shipping is at your expense.

Defective Goods: If you return goods claiming they are defective, we will examine them and notify you of your refund status via email within a reasonable time frame. Refunds will be processed within thirty (30) days of confirming your entitlement via email.

Turf & Perishable Products: Due to the perishable nature of turf, no returns are possible once delivered. Turf must be inspected upon delivery, and any defects must be reported to Grasisland before the driver leaves your property. Replacement or refund for defective turf is at the discretion of Grasisland.

Grasisland assumes no liability for defects occurring after the driver leaves your property. Responsibility for turf care and maintenance transfers to the purchaser upon delivery.

Perishable goods are exempt from cancellation under The Consumer Protection (Distance Selling) Regulations 2000, as amended by S1689, 2005.

If a refund or reimbursement is due, we will use the original payment method.

Artificial Grass:

We want you to love the products you buy from grasisland.com but if, for whatever reason, you change your mind, please return your purchase to us in its original condition (and packaging, where possible) within 30 days of purchase for a full refund.

All returns must be sent (with a copy of your order confirmation or sales invoice) to the address below in its original or secure packaging in order to avoid any damage in transit. Your refund may be affected if the product is returned to us in an unsuitable condition.

Please email us at grasislandco@gmail.com on how to return the item.

Unfortunately, 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’s fault).

FAULTY PRODUCTS

In the unlikely event that a manufacturer’s fault develops within 30 days of the purchase date, please notify us as soon as possible with photographic evidence. Where a manufacturer’s 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’s fault develops after 30 days from the purchase date, we will do our best to remedy the problem as soon as possible. Depending on the circumstances, you may be entitled to a replacement, repair or refund (or a price reduction should you wish to keep the product).

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’s 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 maximum charge of £50.00).

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 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 always advise our 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.