Changes and refunds
Your turf is cut and booked for your day as soon as you order, so orders are final once placed. This page explains why, how we help if plans change, and how to check your rolls at handover.
Your order is booked the moment you pay
As soon as your payment goes through, 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 around it. We may turn other orders away for that day, so please check 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. Collections are Monday to Friday, and deliveries are made on the dates offered at checkout.
If your plans change
Call us on 0191 359 3590 as soon as you can, with your order reference. 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.
If you end up with rolls you can't lay straight away, unroll them grass side up in a shady spot and water them. That buys you a little time.
Cancellations and refunds
Turf is perishable and cut to order for your day, so orders are final once placed and there are no refunds for a change of mind.
Counting and checking your rolls
We count every order out to the number of rolls you've paid for, each covering about 1 m². Please count yours too and give them a quick look over.
Collecting
Check them before you leave the collection point. Once you drive away, we take the order as complete and correct.
Delivery
Check them as soon as they've been left, and before you start laying. You don't need to be in when we deliver. If anything doesn't look right, tell us the same day with 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 as delivered complete and in good condition.
Torn edges are normal
Each roll is lifted from the soil and rolled by a harvesting machine, so ragged 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, and your lawn grows just the same, so they aren't treated as faulty or as damage in handling.
Weather and things outside our control
If bad weather or a problem at our end means we can't deliver or have your turf ready on your date, we'll contact you to arrange a new date.
None of this affects your statutory rights.
Turf laying jobs
If we're laying your lawn for you, your quote and our turf laying terms explain deposits, changes and cancelling.
Need to get in touch?
-
Contact us
Call 0191 359 3590 with your order reference.
-
Terms of sale
The full terms for buying turf from us.
Questions people ask
What if I think I'm short?
We count every order out to what you've paid for. Count your rolls before you leave the collection point, or as soon as they're delivered, and tell us the same day with a photo of the stack.
Some rolls have torn edges, is that OK?
Yes. Rolls are cut and lifted by a harvesting machine, so ragged edges and the odd roll in pieces are normal. They knit together once laid and watered.
Can't see your question? Give us a ring and we'll talk it through.