Buying from Saygrass Direct.

Your seller and contact details

Saygrass Direct is operated by Say Grass Ltd, registered in England and Wales, company number 11323620. VAT number: 371 8338 80. Registered office and postal contact: 128 City Road, London, EC1V 2NX. This is not a showroom or a goods-return location.

Email direct@saygrass.co.uk or call 07577 665604 for order help, cancellation notices or complaints. These terms are in English. Prices and payments are in pounds sterling. We supply products by delivery only; collection and installation are not included.

Choosing and placing an order

Choose your product and quantities, enter the required grass width and length, and review your basket. Check the delivery postcode, address, dimensions, products and final total before continuing to secure payment. You can correct these details before paying. Placing an order at the final payment step requires payment.

Product prices and the final order total include VAT where applicable. The basket identifies delivery separately and includes it in the amount payable. A quotation request, unavailable product or guide price is not an accepted order. We will not replace an ordered product or change an agreed price without your agreement.

Keep your order reference. We provide an order confirmation and a copy of the applicable sale terms and product warranty in a form you can save. Terms supplied with an order apply to that order; later website changes do not retrospectively replace them.

Grass measurements and offcuts

A grass cut is a rectangle at the selected roll width and length. The charged area is the width multiplied by the length, including material you may trim away. Add separate cuts individually and check your layout, trimming allowance and pile direction before ordering. Contact us if you need help.

Mixed offcuts are sold in whole square metres. Their colours, shapes and sizes vary. We aim to supply the largest continuous section available but do not promise one piece, chosen dimensions or a matching range. A separately listed, explicitly sized piece is supplied according to that listing. We do not substitute mixed offcuts for an ordered named grass range.

Please inspect the range, dimensions, condition and planned joins before cutting or installation and tell us promptly if something is wrong. Cutting, fitting, signing a delivery note or failing to report a problem immediately does not automatically remove your legal rights concerning faulty or incorrectly supplied goods.

Delivery

Delivery is £39 including VAT across Greater London, Bedfordshire and the 10-mile surrounding belt. Outside this area, fixed mainland delivery charges use postcode-distance bands from LU3 3PY: up to 125 tariff miles £79, 175 miles £99, 225 miles £129, 300 miles £169, 400 miles £219 and 600 miles £299, all including VAT. Tariff distance is the straight-line distance between verified postcodes multiplied by 1.25; it is a pricing measure, not a measured driving route. Northern Ireland, islands, addresses needing special arrangements and longer journeys require an office quotation. Customer collection is not available. Delivery takes 1–5 days after payment for available products, unless we agree a different date with you before payment. We will contact you to arrange delivery. Please tell us about restricted access before ordering.

Delivery takes 1–5 days after payment for available products, unless we agree a different date with you before payment. We will contact you to arrange delivery. Please tell us about restricted access before ordering. Tell us before ordering if delivery by a particular date is essential. We will agree any change with you; your statutory remedies for delay still apply.

If delivery is delayed, contact us. Your legal rights can include requiring delivery within an appropriate additional period or ending the contract and receiving a refund; in some cases you can end it immediately. When we arrange delivery, the goods remain at our risk until you or a person you nominate takes physical possession.

Changing your mind

For a qualifying consumer distance purchase, you can cancel without giving a reason up to 14 days after the day you, or your nominated recipient, receives the goods. For one order delivered in separate parts, the period normally runs from receipt of the last item or part. You may also cancel before delivery.

Tell us clearly that you wish to cancel by emailing direct@saygrass.co.uk, calling 07577 665604, or writing to the postal address above. You may use the cancellation notice below, but you do not have to. You do not need our approval for a valid cancellation. Contact us to arrange the safe return of bulky items; this does not extend or remove your cancellation deadline.

We arrange return collection from the delivery address within 1–5 days after your cancellation notice and agreement of access arrangements. Customer collection from our yard is not available. Do not send goods to our registered office.

For a consumer change-of-mind cancellation, you pay only the direct return-collection cost, capped at the original standard delivery charge shown for your order. That amount is a maximum estimate for bulky goods; if the direct cost is lower, you pay the lower amount. There is no return charge if nothing was dispatched. We pay reasonable return costs for faulty, damaged or incorrectly supplied goods. No 25% restocking fee applies to a statutory consumer cancellation.

If we agree that you will send the goods back yourself, return them without undue delay and within 14 days of your cancellation notice to the address we provide. Our arranged collection does not require you to deliver the goods to a yard or registered office.

For a cancelled order, we refund the goods and the least expensive standard outward delivery offered for that order. An upgrade to a more expensive delivery service need not be refunded. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

We refund without undue delay and within 14 days after receiving returned goods or evidence that they were sent back, whichever is earlier. If we offer to collect, or no goods were supplied, the deadline is normally 14 days after your cancellation notice. We may make a lawful deduction for loss of value caused by handling beyond what was needed to check the goods; there is no automatic restocking or cancellation fee.

Business-to-business change-of-mind returns

For purchases made wholly or mainly for business purposes, change-of-mind returns require prior agreement. Request the return within 14 days of delivery. Goods must be unused, uninstalled, not further cut or altered, and in resaleable condition. If we agree a discretionary return, a 25% restocking charge applies to the price paid for the returned goods, after any discount; original delivery is not refunded and the agreed return-collection cost is payable separately.

This policy concerns discretionary business returns only. It does not apply to statutory consumer cancellations or replace remedies for faulty, damaged, incorrectly supplied or misdescribed goods. Holding a trade account does not by itself make every purchase a business purchase.

Cut-to-length and bespoke goods

The law has an exception to change-of-mind cancellation for goods genuinely made to the consumer’s specifications or clearly personalised. We do not assume that every grass cut is exempt simply because it is cut from a roll. Any applicable exception must be justified for the actual product and clearly explained before payment.

An exception to change-of-mind cancellation does not remove rights where goods are faulty, incorrectly supplied or not as described. Cutting or installation is not a blanket acceptance of defects.

Faulty, damaged or incorrect goods

Consumer goods must be of satisfactory quality, fit for their agreed purpose and as described. These rights also apply to discounted goods and offcuts, taking account of any specific condition or defect clearly disclosed before purchase.

If something is wrong, contact direct@saygrass.co.uk or 07577 665604 with your order reference and a description. Photographs can help us investigate, but an immediate report or the original packaging is not a condition of your statutory rights. Do not continue installing material you believe is incorrect or defective.

Consumers normally have a 30-day short-term right to reject goods that do not conform to the contract. After that, a repair or replacement may be due, with further rights to a price reduction or final rejection where the law provides. We meet the reasonable return costs for goods validly rejected as faulty or not as described. Your rights do not depend on having a commercial warranty and do not automatically end when a warranty expires.

15-year product UV warranty

15-year Saygrass UV warranty — Newport 30mm, Carisbrooke 40mm and Ventnor 50mm supplied by Saygrass Direct. This additional guarantee is provided by Say Grass Ltd, 128 City Road, London, EC1V 2NX, for 15 years from delivery, for use in the United Kingdom. Keep your order confirmation; other reasonable proof of purchase is also accepted.

Cover: significant permanent fading or fibre breakdown caused by ordinary sunlight exposure during normal use for the purpose described for the product. Minor natural shade changes, differences between batches, pile direction and flattening from use are not themselves a UV failure. This is UV protection, not a promise that the grass will remain unworn or last a particular number of years.

Care: install on a suitable, stable, draining base and follow the supplied care guidance. Remove debris, brush appropriately and use suitable cleaning products. We may decline a claim only to the extent that the problem was caused by misuse, unsuitable installation or lack of reasonable care; an unrelated installation issue does not cancel UV cover.

Exclusions: ordinary wear, abrasion, crushing, cuts, vandalism, fire, burns, melting or excessive heat (including concentrated or reflected sunlight from glass), chemicals unsuitable for artificial grass, damage caused by animals, and damage caused by flooding, ground movement or other external events. Odours, weeds growing in surface debris and drainage/base problems are not UV failures. These exclusions do not remove rights for a defect for which we are legally responsible.

Claims: email direct@saygrass.co.uk or call 07577 665604 with your order reference or other purchase evidence, a description and photographs where reasonably available. Contact us as soon as reasonably practical and allow a reasonable inspection. We will explain our assessment in writing. An immediate report, original packaging or a warranty registration is not required.

Remedy: for a valid UV claim, Say Grass Ltd will repair or replace the affected grass, including delivery of replacement material, without a material charge. If repair or replacement is not reasonably available, we will refund the price paid for the affected material. A replacement may be the nearest equivalent available; ageing and batch differences can prevent an exact colour match. Replacement does not restart the original 15-year period. This supply-only guarantee does not include removal, reinstallation, base works or consequential losses, except where those costs or losses are payable under your statutory rights.

This guarantee is additional to, and does not affect, your statutory rights against the seller. It does not cover fencing, accessories, mixed offcuts or other ranges unless their listing expressly provides this guarantee. No installation workmanship warranty is included with a supply-only purchase.

A commercial warranty is additional to your statutory rights and does not affect them. Supply-only orders do not include an installation workmanship guarantee. Any separately booked installation has its own agreed scope and terms.

Trade accounts and discount

Legitimate businesses can apply for a trade account. Approval follows manual review and is not automatic. Sign in with the approved account to receive 10% off artificial grass in any available width and cut length, with no full-roll requirement or minimum order value. Offcuts, fencing, accessories and delivery are excluded. The basket shows the discount and the final VAT-inclusive total.

The discount is attached to the approved account and is not a transferable code. Approval does not provide credit terms: orders are paid at checkout. We may suspend trade pricing if business details cannot be verified or the account is misused. Optional promotional emails can be stopped without losing an approved discount.

Consumer rights apply when you buy wholly or mainly outside your trade, business, craft or profession. Applying for or holding a trade account does not by itself decide whether a particular purchase is a consumer purchase.

Complaints and your rights

Contact direct@saygrass.co.uk or 07577 665604 if you have a complaint. Tell us the order reference, what happened and the outcome you are seeking so we can investigate.

Nothing in these terms excludes or limits consumer rights, liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded. English law applies, without removing mandatory protections or rights to bring proceedings in the courts available to consumers elsewhere in the UK.

Optional cancellation notice

To: Say Grass Ltd trading as Saygrass Direct, 128 City Road, London, EC1V 2NX; direct@saygrass.co.uk.

I give notice that I cancel my contract for the following goods: [describe goods]. Ordered on / received on: [date]. Order reference: [reference]. Name: [name]. Address: [address]. Date: [date]. Signature: [only if sending on paper].

You can use this notice or any other clear statement. It does not need to be printed or signed when sent by email. The postal address is for notices; contact us for goods-return arrangements.