Returns & Cancellations
Your right to return goods purchased online from Lawn Gurus does not apply to goods that are likely to degrade or pass their expiration dates quickly, such as turf or opened bagged materials.
Order Cancellations
- Turf orders cannot be cancelled within 48 working hours of delivery.
- This is because once the turf is cut, it is allocated to your order for delivery and cannot be reallocated.
- Turf cannot be returned as it is a live product and would not be in a resalable condition.
Refunds
- Refunds for orders that we accept as cancelled will be refunded in full.
- Lawn Gurus will repay any sums paid by you for the goods within 14 days of you informing us that you have cancelled your order.
- This does not apply to turf or opened bagged products.
Complaints
When submitting a complaint, you must indicate how you wish the claim to be resolved:
- Replacement of the defective goods with quality items
- Refund of the money paid
Important: Turf is Perishable
Turf is highly perishable and, if not laid promptly in accordance with the instructions provided by Lawn Gurus (available here), may deteriorate rapidly.
- In spring/summer, turf should be rolled out and laid immediately.
- In autumn/winter, turf should be rolled out and laid within 24 hours (or within such other timescale as advised by Lawn Gurus).
Lawn Gurus will not accept responsibility for deterioration where turf is not laid within the timescales above, and we will not accept a return or refund due to such deterioration.
It is your responsibility to ensure you are able to lay the turf before agreeing to a delivery date.
You should also be aware that the ongoing condition of turf depends on factors beyond Lawn Gurus’ control, including (without limitation) weather conditions or unintended blown or animal/bird-carried seeding, and will also depend on how you care for the turf after delivery.
While Lawn Gurus shall be liable for any failure of the turf to comply with your statutory rights, you will not be able to return turf for defects arising after delivery where those defects are due to lack of care in line with our advice or due to external factors.
Delivery Issues
Kerbside Delivery
We offer a kerbside delivery service. If there is sufficient access to a hardstanding area, we may be able to move the pallet onto the property. Pallets are approximately 1.2 metres x 1.2 metres. This decision is made by the driver, and every effort will be made to leave the pallet in a convenient place for you.
Offloading Requirements
Our turf delivery involves using a hydraulic tail-lift and pallet truck, which:
- Cannot lift over hedges or fences
- Delivers to ground level only
- Requires a hard, flat surface for offloading
Failed Deliveries / Access Restrictions
Where deliveries cannot be made due to insufficient access to the delivery address, difficulties on the approach to the address, an unsuitable offloading area, obstructions, or incorrect/insufficient delivery instructions, a charge of £50 per pallet will be made for redelivery or return delivery to our selected supplier.
If delivery fails due to access restrictions and you wish to cancel the order, we cannot offer a refund on turf as this is a perishable item and the order will have to be destroyed.
Contact Us
For any questions regarding this delivery and returns policy, please contact us via our contact form, accessible here.