Refunds & Returns

Last updated: 25 August 2026

At TurfWorld, we want cancellations, returns and refunds to be handled clearly and fairly. This policy applies to goods purchased directly from TurfWorld online, by telephone or at our depot. It works alongside our Terms & Conditions and does not limit your statutory rights when goods are faulty, damaged, incorrectly supplied or not as described.

Changing or cancelling an order

Contact us as soon as possible if you need to change or cancel an order. Whether cancellation is possible depends on the product and how far the order has progressed.

• Fresh turf for delivery: turf is harvested specifically for your order. Please give at least 48 working hours’ notice before the scheduled delivery date. Once harvesting, preparation or dispatch has begun, the order may no longer be cancellable.
• Fresh turf for collection: please give at least 24 working hours’ notice. Once turf has been harvested or prepared for collection, cancellation may no longer be possible.
• Topsoil, compost, bark and lawn dressing: contact us before the order has been prepared or dispatched. If it has already left us, return and delivery charges may apply.
• Grass seed: cancellation is normally possible until the order has been dispatched.

Fresh turf is a living, perishable product. The usual change-of-mind cancellation right for distance purchases does not apply to goods which are liable to deteriorate or expire rapidly. This does not affect your rights if the turf is faulty, damaged, incorrectly supplied or not as described.

Returns for non-faulty goods

For non-perishable goods bought online, consumers should tell us within 14 days of receiving the order if they wish to cancel. After telling us, the goods should be returned within the following 14 days.

To be eligible for a change-of-mind return, goods must be unused, unopened, complete and in their original resaleable condition. Please contact us before returning anything so that we can confirm the return address and practical arrangements.

• Grass seed must remain sealed and unopened.
• Bulk bags must be unused, unopened and kept in suitable storage.
• Opened or part-used bags and goods that have been laid, spread, mixed or otherwise used cannot be returned for a change-of-mind refund.
• Fresh turf and other rapidly perishable goods cannot be returned for a change-of-mind refund.

Unless the goods are faulty or we supplied the wrong item, the customer is responsible for arranging and paying for return transport. Bulk products require suitable transport and must not be returned without prior agreement.

Faulty, damaged or incorrect goods

If goods arrive damaged, faulty, incorrectly supplied or materially different from their description, contact us as soon as reasonably possible and preferably within 24 hours of delivery. Prompt notification helps us investigate the issue with the delivery team, but it does not reduce your statutory rights.

Please provide:

• Your order number and contact details.
• Clear photographs or video showing the product and the problem.
• Photographs of the packaging, pallet or delivery condition where relevant.
• A brief description of what is wrong.

If a problem is visible, do not lay, spread, mix or use the affected goods before contacting us. Depending on the circumstances and your legal rights, we may offer a replacement, repair, price reduction or refund.

Refunds

Approved refunds are made to the original payment method. For returned goods, we may wait until the goods have been received or you provide evidence that they have been sent back. Refunds will be processed without undue delay and, where consumer law applies, within the required statutory timescale.

Where a full refund is required by law, no processing or restocking deduction will be made. For voluntary returns outside statutory rights, any collection, return or handling charge will be explained and agreed before the return proceeds.

Delivery problems and failed deliveries

All deliveries are subject to suitable access and a safe kerbside unloading point. If a delivery cannot be completed because an access restriction was not disclosed, return and redelivery charges may apply. See our Delivery and Collections guidance before ordering.

Trade customers

Statutory consumer cancellation rights do not apply in the same way to purchases made wholly or mainly for business purposes. Trade returns and cancellations are considered under the agreed terms of the order. Please contact our team before returning any trade purchase.

How to request a cancellation, return or refund

Email sales@turfworld.co.uk or call 01902 784866, Monday to Friday, 7:30am–5:00pm.

Returns must be agreed before goods are sent back. Our team will provide the appropriate return instructions for the product and order.