At TurfWorld (“Company”), we value every customer and are committed to providing clear guidance on cancellations, returns, and refunds for all goods purchased on turfworld.co.uk (“Website”).
The terms “You”, “Your”, and “Yours” refer to the customer using our Website. References to “we”, “us”, and “our” refer to TurfWorld and its associated operations. “Goods” refers to any product purchased on our Website.
This policy operates alongside our Terms & Conditions and does not limit your statutory rights relating to faulty, damaged, or mis-described goods.
If you have any questions regarding refunds or returns, please contact us:
Email: sales@turfworld.co.uk
Phone: 01902 784866
(Or any other contact details provided on our Website.)
STANDARD RETURNS
Some goods may be eligible for return within 24 hours of delivery, provided they remain unopened, unused, and in resaleable condition.
If the goods appear used, damaged, altered, or opened, we will be unable to accept the return or issue a refund.
To start a return or refund request, please contact our support team. We will guide you through the process. Returned goods must include:
- Original, intact packaging
- All parts, components, and accessories
- A condition suitable for resale
Refunds are processed using the same payment method used for the order. Refunds may take up to 14 days depending on your payment provider.
We reserve the right to withhold a refund until returned goods have been inspected and approved.
If the deadlines in this policy are not met, we cannot offer a refund.
PRODUCT-SPECIFIC POLICIES
Below are the return and cancellation rules specific to products sold on TurfWorld.co.uk.
Turf (All Natural Turf Products)
Cancellation:
Turf is harvested fresh to order. Cancellations cannot be accepted within 24 working hours of collection or 48 working hours of delivery.
Return:
Turf cannot be returned under any circumstances as it is a live, perishable product and cannot be resold.
Refund:
Orders cancelled within the accepted timeframe will be refunded in full. All refunds will be subject to a processing fee of 2% of payment total.
Open Bagged Products (Topsoil, Aggregates, Bark, etc.)
Cancellation:
– Collections may be cancelled.
– Deliveries cannot be cancelled within 24 working hours of the scheduled delivery date.
Return:
Open bagged products cannot be returned, as we cannot guarantee they have been stored properly for resale.
Refund:
Accepted cancellations are refunded in full minus 2% processing fee.
Millboard & Composite Products
Cancellation:
– Collections may be cancelled if the order has not been prepared.
– Deliveries cannot be cancelled within 24 working hours of the delivery date.
Return:
Returns are accepted only after inspection and only if the items are in perfect resaleable condition.
We do not collect returns — items must be returned by the customer. Return transport of goods is the sole responsibility of the customer. TurfWorld accept no responsibility for any additional charges incurred for transport returns.
Refund:
Refunds are processed after inspection and are subject to a 20% handling and restocking fee.
Artificial Grass
Cancellation:
Artificial grass orders cannot be cancelled once they have been cut, as all orders are cut to your exact measurements.
Return:
Artificial grass cannot be returned, as cut lengths are not resaleable. Return transport of goods is the sole responsibility of the customer. TurfWorld accept no responsibility for any additional charges incurred for transport returns.
Refund:
Accepted cancellations are refunded in full minus 2% processing fee.
Speciality Turf
Cancellation:
Speciality turf cannot be cancelled once harvested — typically within 48 working hours of your requested delivery or collection date.
Return:
Returns cannot be accepted as speciality turf is a fresh, perishable product.
Refund:
Accepted cancellations are refunded in full minus 2% processing fee.
Grass Seed
Cancellation:
Cancellations are accepted up until the product is shipped.
Return:
Returns are accepted only if the seed is unopened, sealed, and in resaleable condition.
We do not collect returns. Return transport of goods is the sole responsibility of the customer. TurfWorld accept no responsibility for any additional charges incurred for transport returns.
Refund:
Refunds are issued after inspection with a 20% restocking fee applied.
Fertilisers
Cancellation:
Cancellations can be accepted until the order has been shipped.
Return:
Returns are accepted for unopened, sealed fertiliser products only.
We do not collect returns.
Refund:
Refunds are processed after inspection and subject to a 20% restocking fee.
RETURN EXCEPTIONS
The right to return unused goods does not apply to:
- Products that perish quickly (e.g., turf).
- Any open bagged materials (e.g., soil, sand, aggregates).
- Products cut specifically to size (e.g., artificial grass).
DEFECTIVE OR INCORRECT GOODS
If your item is defective, damaged, or incorrect, please contact us within 1 day of delivery at sales@turfworld.co.uk.
Please provide:
- Proof of purchase
- Order number
- Clear photos/videos showing the defect or issue
- Packaging photos (if applicable)
You may choose:
- Replacement of the goods
- Refund of the amount paid
Goods must be returned in original packaging (if applicable).
RESTOCKING FEES
Unless the product is defective or the return results from a TurfWorld error, a 20% restocking fee will be applied to eligible returns.
FURTHER INFORMATION
This policy applies only to products purchased directly from turfworld.co.uk.
It does not apply to products or services offered by third-party companies or individuals.