Refund policy
Refund Policy
This Refund Policy sets out the terms on which refunds, returns, exchanges and replacements are handled by Turf Store UK Limited (company number 16465035), trading as Turf Store UK ("we", "us", "our").
Registered Office: 42 Sergeant Drive, Warrington, WA1 3GQ
Email: info@turfstoreuk.com
Telephone: 07903 236991
This policy applies to all orders placed through our website and is drafted in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy affects your statutory rights.
1. General Principles
We are committed to dealing with our customers fairly and reasonably. Where an issue arises with an order, we will always endeavour to work with you to reach an appropriate solution, whether by way of refund, replacement, exchange or other reasonable remedy.
All return requests must be submitted by email to info@turfstoreuk.com.
PART A – TURF AND TOPSOIL (NON-RETURNABLE PRODUCTS)
2. Turf and Topsoil – No Refunds or Returns
All turf and topsoil products supplied by us are excluded from our standard returns policy.
These products are:
• Prepared, cut or packaged specifically to fulfil your order;
• Perishable and liable to deteriorate rapidly;
• Time-sensitive in terms of storage and installation.
Accordingly, once your order has been confirmed, it cannot be cancelled, returned or refunded, except where the goods are proven to be faulty or incorrectly supplied.
3. Turf – Customer Responsibilities
Our turf is freshly cut to order and typically delivered within 24 hours of cutting.
To preserve quality, turf must be:
• Unrolled and laid immediately upon delivery;
• Watered thoroughly and maintained correctly;
• Installed on properly prepared ground.
We cannot accept responsibility for any deterioration, yellowing, drying, shrinkage, disease or failure of the turf where:
• Turf is not laid immediately;
• Turf is stored incorrectly;
• Insufficient watering or aftercare is provided;
• Ground preparation is inadequate;
• Excess turf remains unused.
Customers are solely responsible for ordering the correct quantity, including allowing for cuts, wastage and trimming. We do not provide refunds or credits for surplus turf ordered but not used.
4. Topsoil – Customer Responsibilities
Topsoil is a natural product and may vary in colour, texture, moisture content and particle size.
As topsoil is delivered in bulk or bagged form and is susceptible to contamination or deterioration after delivery, it is non-returnable and non-refundable unless faulty or supplied incorrectly.
Customers are responsible for ordering the correct quantity.
5. Damaged or Incorrect Turf or Topsoil
If you believe turf or topsoil has been delivered damaged or incorrectly, you must notify us by email within 24 hours of delivery and provide your order number, a description of the issue and clear photographs.
PART B – ALL OTHER PRODUCTS
6. 14-Day Right to Cancel
For all products other than turf and topsoil, consumers have the right to cancel their order within 14 days of receiving the goods.
To exercise this right, you must notify us by email at info@turfstoreuk.com before the expiry of the 14-day period.
7. Conditions for Returns
To be eligible for a refund, returned items must:
• Be unused and in as-new condition;
• Be complete with all parts and accessories;
• Be returned in the original packaging where reasonably possible;
• Be received in a condition suitable for resale.
We reserve the right to make a deduction from any refund to reflect any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
8. Return Shipping Costs
Where goods are returned because you have changed your mind, you are responsible for all return postage or courier costs.
We recommend using a tracked or signed-for service and retaining proof of postage, as returned goods remain your responsibility until received by us.
We are not responsible for returns lost or damaged in transit.
9. Refund Timescales
Once returned goods are received and inspected, refunds will be processed to the original payment method within 14 days, although in most cases we aim to process refunds as soon as possible.
10. Exchanges and Replacements
We are happy to offer exchanges or replacements where appropriate, subject to stock availability.
If you are unsure which remedy is most suitable, please contact us and we will work with you in good faith to achieve a fair and reasonable outcome.
PART C – HORSE RUGS AND EQUESTRIAN PRODUCTS
11. Special Return Conditions for Horse Rugs
We strongly recommend trying any rug on your horse only while using a clean under-sheet or summer sheet underneath.
Returned rugs must:
• Be clean and free from hair, mud, bedding, odours and stains;
• Show no signs of wear or use;
• Include all original packaging, tags and storage bags.
Rugs returned in anything other than perfect resaleable condition may be refused and returned to you at your expense.
Please do not attach labels, tape or paperwork directly to any storage bag supplied with the rug.
12. Returning Horse Rugs
When returning a horse rug, please include a note stating your order number and whether you require a refund or exchange.
If using Royal Mail or another postal service, please retain proof of posting.
For larger or multiple rug returns, you may wish to use a courier comparison service such as Parcel2Go or any similar provider.
PART D – FAULTY, DAMAGED OR INCORRECT GOODS
13. Faulty Goods
If you believe any product is faulty, damaged or not as described, you must notify us as soon as reasonably possible.
Please provide your order number, a full description of the issue and supporting photographs where appropriate.
Goods believed to be faulty should be returned promptly for inspection.
Products must not continue to be used once a fault is discovered. Continued use may be deemed acceptance of the goods in their current condition and may affect your entitlement to a remedy.
If, upon inspection, the product is found to be faulty, we will provide an appropriate remedy in accordance with your statutory rights, which may include repair, replacement or refund.
Reasonable return postage costs will be reimbursed where a fault is confirmed.
14. Six-Month Limitation for Wear and Tear Claims
We cannot accept claims for faults arising from fair wear and tear, misuse, accidental damage or improper care.
Where a defect becomes apparent after six months from the date of delivery, you may be required to demonstrate that the fault was present at the time the goods were supplied.
15. Items Excluded from Return
Unless faulty or not as described, the following items are non-returnable:
• Turf;
• Topsoil;
• Bespoke or made-to-order items;
• Personalised products;
• Ex-display, ex-photoshoot or clearance items where stated at the time of sale;
• Sealed items that have been opened where they are unsuitable for return for hygiene reasons.
16. Return Procedure
To request a return, exchange or report a problem, email us at info@turfstoreuk.com.
Please include your full name, order number, details of the product(s), reason for return and photographs if applicable.
Please do not return any goods until we have provided return instructions.
17. Trade and Business Orders
Orders placed by businesses, contractors or trade customers are not subject to the Consumer Contracts Regulations 2013.
Returns from business customers are accepted only at our discretion, except where goods are faulty or supplied incorrectly.
18. Governing Law and Jurisdiction
This Refund Policy and any dispute arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim.
19. Contact Us
Turf Store UK Limited
42 Sergeant Drive
Warrington
WA1 3GQ
United Kingdom
Email: info@turfstoreuk.com
Telephone: 07903 236991