If Your Plans Change
Your turf is cut and booked for your day as soon as you order, so orders are final once placed. Here's how we help if something changes, and what to check when your turf reaches you.
Why your order is fixed once you pay
The moment you pay, we book your turf with the grower for your day, set aside your delivery or collection day (that's the day, not a set time), and plan the round. We may turn other orders away for that day, so we treat your booking as firm.
That's why it's worth a careful look at your quantity, postcode, address and date before you pay. 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.
If something genuinely changes
contact us as soon as you know, with your order reference to hand. We'll help where we reasonably can, for example by moving your date if the grower and the round allow. We can't promise a change.
If you need a little longer to lay some of your turf, unroll the remainder grass side up in a shady spot and water it.
Cancellations and refunds
Turf is perishable and cut to order for your day, so orders are final once placed. There are no refunds for a change of mind, or for turf that isn't collected or laid on the day.
If we're able to help, at our discretion, it's with a credit note towards a future order rather than a refund.
None of this affects your statutory rights.
Counting your rolls on the day
Every order is counted out to the number of rolls you've paid for. We just ask you to count them as well, at the moment the turf changes hands.
Collecting
Count the rolls before you pull away from the collection point. Once you've driven off, we take the order as complete and correct.
Delivered
Count them as soon as they're left at your property, and before any go down. If something doesn't look right, tell us that same day and send a photo of the stack as it was left. Once the turf is laid, or if we haven't heard from you by the end of the delivery day, we take it that everything arrived complete and in good condition. From then on, the turf is in your care.
Ragged edges are normal
Turf is lifted from the field and rolled by a harvesting machine, so torn edges, small tears and the odd roll in two or more pieces are a natural part of fresh turf. They knit together once laid and watered, don't affect how the lawn grows, and aren't treated as faulty or as damage in handling.
Need to get in touch?
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Contact us
Have your order reference ready.
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Read our terms
The full terms of sale, in plain English.
Questions
Can I cancel?
Your turf is cut and booked for your day as soon as you order, so orders can't be cancelled or refunded. If something changes, call us and we'll help where we can.
What if the ground freezes before my day?
Call us as soon as you can. We'll help where we reasonably can, for example by moving your date if the grower and the round allow, but we can't promise a change.
What if I think I'm a roll short?
We count every order out to the number you've paid for. Count them before you leave the collection point, or as soon as a delivery is left, and if anything doesn't look right, tell us the same day with a photo of the stack.
When do I need to order by?
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. Collections are Monday to Friday. Deliveries are on the dates the order page shows as open for your postcode.