• You can cancel your contract by exercising your right within 14 days of receiving the goods or services.

• Your right to return products does not apply to goods made to your specification that have been personalised or which, because of their nature, cannot be returned or are liable to deteriorate or expire rapidly.

• If you wish to exercise your right of cancellation, you must retain possession of the goods and take reasonable care of them.

• To exercise your right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, the order you wish to cancel, and, where available, your phone number and email address.

• You can cancel by email.

• If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation, and we will reimburse you (by the method used to pay for the original transaction) the amount of the goods to which cancellation rights apply. This includes the cost of delivery.

• We may deduct from the reimbursement any loss in value of any goods supplied if the loss results from your unnecessary handling.

Description of Products

Each product purchased is sold subject to its product description, which sets out additional specific conditions related to that product, including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct when the relevant information is entered into the system. Although we aim to keep the Website as up-to-date as possible, information, including product descriptions, appearing on this Website at a particular time may only sometimes strictly reflect the position when you place an order. We can only confirm the price of a product once our order acceptance policy accepts your order.

Please Note – The pigmentation of product rolls can vary slightly between manufactured batches. Customers ordering another roll of the same product later are advised to contact our team and send a sample cut, allowing us to ensure colour matching before fulfilling the order.

For sample orders, we recommend customers request samples (or updated samples) closer to their order date. This guarantees the order pigmentation is identical to the sample, as it will be cut directly from the same roll batch.

Order Errors

If your order confirmation contains errors, you must immediately advise us by telephone or email. We will do our best to amend these for you; however, this may only sometimes be possible due to our only sometimes dispatch. Once you have received a tracking notification email, no changes are possible, and you will become liable for cancellation and return charges as outlined below.

We reserve the right to refuse or cancel any order before completed delivery without liability for any incurred damages or costs.

Delivery Times and Delivery Delays

Visit our delivery information page for a complete list of eligible delivery postcodes and timescales. 

Please be aware that Saygrass Direct will not entertain any claim for compensation due to a late delivery handled by a third-party carrier and out of our control.

We cannot accept any liability for time or economic loss resulting from, but not limited to, advanced installation bookings, employment holidays, event delays, and similar occurrences.

However, we will refund any additional delivery upgrade charge that you may have purchased, and the carrier has not been able to achieve; this will be the limit of any claim.

Although we will make every effort to amend mistaken delivery addresses after placing the order, we can only be held responsible for late deliveries if the customer has specified the correct address or postcode during checkout.

A re-delivery charge will apply if the order must be forwarded to a new address. We also reserve the right to deduct any such charge from any refund given should the order be subsequently cancelled.

We may email you a link to the delivery carrier’s tracking system, which allows you to monitor the progress of your delivery. As we do not control this information, we cannot be held accountable for any arrangements you make based on the information you receive.

Special instructions passed directly by yourself to the 3rd party carrier are treated as non-guaranteed requests and carried out at the carrier’s discretion.

In rare instances, if a) our system flags the order as a high risk of fraud, or b) the shipping address is different from the billing address, we will email you to ask for proof of address and proof of ID. Delivery times will apply from the time we receive the information requested.

Your Delivery

Third-party carriers complete all our standard delivery services with a 1-man crew. The driver needs assistance unloading your order; this is just a curbside service. If you cannot assist, you must advise us before your order is dispatched.

Due to the size of some delivery vehicles- as a guide, the largest would be a 7.5-ton lorry (usually able to go anywhere your council bin lorry can)- any carriers delivering on our behalf must be informed of any restrictions regarding access. This includes (but is not limited to) steps, any overhanging or low trees or shrubs, steep driveways, narrow lanes, tight bends, or any other restrictions that may make it difficult for the delivery vehicle to gain access to the point of delivery.

Saygrass Direct will not accept any claims for compensation arising from non-/failed/refused/delayed/returned deliveries by either yourself or the carrier if you or the carrier are unable to unload to an agreeable location within a 15-minute timescale or are prevented from doing so by access restrictions.

Re-delivery or cancellation charges will be applicable when your order is finally delivered or returned to us.

Most carriers deliver to the curb side immediately adjacent to their vehicle; the driver cannot enter your premises. (Because the artificial grass is heavy and the roll cannot be bent, it may be easier to leave it outside until it is ready to be fitted.) This is the case especially if you live in a block of flats or offices; the carriers will only deliver to the ground-floor entrance.

Your driver will update you on your delivery time when possible. On rare occasions, deliveries may occur in the late evening to keep up with extreme demand. If this is a problem, please get in touch with us before your delivery date.

Failed Deliveries

Suppose the carrier cannot deliver for any reason. In that case, your order will be returned to the carrier’s local depot, where it will be held for a maximum of 1-2 days and then automatically returned to us. A £50 charge will apply for re-delivery. Cancellations will be subject to fees.

If the carrier can leave your order with a neighbour or other suitable party, we cannot be held responsible if the order is left in the wrong location. We cannot request that the carrier return and move the items.

Damages In Transit

As damages can occur in transit and issues can arise to prevent the delivery that is out of our control, we cannot accept any liability for time or financial loss as a result of, for example, but not limited to, advanced fitter booking, employment holiday, etc. These provisions are by your choice and discretion but do not affect your statutory rights. We also ask all customers to check their order in full before arranging additional services or costs, as we cannot be held liable for other expenses. Suppose your order needs to be corrected on delivery or inspection. In that case, we will arrange for a replacement item or refund for any faulty items at no additional cost to you.

If the order you receive has any damage on the exterior packaging, you must check the contents and list the damage on the driver’s delivery note. If the words’ goods delivered in good condition’ are on the delivery form next to your signature, they must be crossed out. If you are worried about the goods being damaged, you must sign for the goods as ‘damaged’ on receipt or refuse delivery. Any damage must be reported to Saygrass Direct within 48 hours of signing. If someone else is signing on your behalf, they must be made aware of the above. If the roll is damaged and you have failed to make any attempt to list this on the delivery note, Saygrass Direct or the carrier cannot be held responsible.

Your Acceptance of Material Supplied

We reserve the right to oversupply each cut length up to 1.5m. However, we will follow the guidance of BS 3655 (roll materials tolerance of +/- 1.25%) about shortage claims. We advise customers to consider this when deciding on the measurements to purchase. We cannot be held responsible for short orders within these British Standard tolerances. Our cutting machines are fully automated. However, size or material type errors may occur if the operator mismatches. We will investigate a claim for an error as soon as we are advised; this will involve confirming the data entered by the operator and an item weight check from the delivery carrier.

You must supply us with photographic evidence for all claims about errors in the material type provided. If we agree that an error has occurred, we will immediately replace the item/s. We reserve the right to collect the original item/s before a replacement is dispatched in all cases where it is unclear to us how the error occurred. You must cooperate and make yourself available for collections (which may be on a different day than the replacement is received) of any item/s that needs returning to us. If the courier cannot collect for any reason, the uncollected item/s will be deemed an outstanding debt at the total retail price. You will also be liable for all further costs in collecting and transporting the return to us.

We will not entertain any compensation claims, regardless of fault, due to errors in size or material supplied. We cannot accept any liability for time or economic loss due to advanced installation bookings, employment holidays, event delays, etc. We recommend that you time your delivery to allow three working days before the required date so that you can thoroughly check your order.

IMPORTANT

You must ensure that both yourself and your nominated installer are fully aware of the following:

ONCE YOU OR YOUR INSTALLER CUT THE MATERIAL, YOU ACCEPT IT & OWN IT

All items supplied must be inspected BEFORE INSTALLATION to check for issues regarding type, specification, size, quantity, colour matching, manufacturing faults or delivery damage. If any of the above are found in the material supplied, you MUST NOT commence installation. Please report the issue immediately by telephone, email or fax. Even if an item is fault-free, you should only install it once we reply.

Under no circumstance will Saygrass Direct accept claims for the above once the material has been cut and installed.

Distance Selling Regulations 2000

Under the Distance Selling Regulations 13c, you cannot cancel any customised order once it has been cut and dispatched. However, if an order has already left our possession, we will require you to pay the associated costs of returning the item to us before we refund the purchase and any cutting fees. Once the item has been delivered, you have the standard seven-day statutory rights to report any manufacturing flaws or internal damage. However, if the product has been used (fitting / attempted fitting) or you do not have the packaging, this will be deemed as acceptance of goods, and we will not accept the return.

Order Cancellations/Refused Deliveries

You may cancel your order for a full refund before it is cut and dispatched. If you cancel your order after it has been dispatched, you are responsible for all freight charges incurred by Saygrass Direct. These freight charges will be based on the carrier’s cost price. Orders with a “Free Delivery” offer will be charged our standard delivery rate to your location. Charges will be deducted from your refund (see ‘Distance Selling Regulations’ above).

Suppose you refuse to accept delivery of your order for any reason other than the damaged product in transit. In that case, you are liable for all outward and return freight charges incurred by your refusal. Please be aware that cut-to-size items also carry a minimum cutting fee.

Our artificial grass products are cut to your bespoke size. Because they are personalised products, cancellations and returns after the free cancellation period are subject to cutting/restocking fees.

Returns/Refunds

We offer a 14-day return policy if you change your mind and do not wish to keep the product. As artificial grass rolls are cut to your bespoke size, a full refund (minus a 3rd party collection charge and cutting fee if applicable) will be issued if the following conditions are met:

• Goods must be rolled/sealed in the original packaging.

• Goods must not have been used, tampered with or fitted in any way

• Goods must be fully returned, including all parts and complimentary products or documentation.

If the grass is cut to your bespoke size, a 25% cutting fee applies to returns. If you would like us to arrange collection of a returned item, our courier will charge a collection fee of £50, which we will collect from you.

Send a photo of rolled/sealed artificial grass to complaints@grasswarehouse.co.uk to arrange a product return. Please ensure the product is stored or covered in a dry area while awaiting recovery and is easily accessible to the driver upon collection.

By Distance Selling Regulations, we require an email confirmation that you wish to return your item(s).

Collection Charges

We can collect with our carrier and provide you with a refund as long as the item or un-fitted material can still be collected and safely transported back in the original packaging. A charge for collection will be deducted from the refund if the product(s) are untainted and the customer changes their mind. This charge is dependent upon your location and the weight of the product(s). Please be aware that return 3rd party collection charges are more expensive than original outbound delivery charges. If we have delivered the wrong order to you or the products arrived faulty, you will not be charged for the collection. If a product is returned as damaged/defective by the customer and, upon inspection, is found undamaged/without fault, we reserve the right to deduct collection charges and cut fees from your refund.

Cutting Fees

We’re happy to deliver more than one cut if preferred, subject to a cutting surcharge of £40 per cut.

When placing an order, you state the required dimensions for the item so your order is tailored uniquely to your bespoke size. If you wish to cancel your order after the item has been cut to size (cutting commences immediately after payment is received), we charge a minimum cutting fee of £25 or 25% of the total value, excluding delivery – whichever is greater.

Boxed/retail packaged items such as underlays and adhesives are not cut to size and are therefore not subject to cutting fees.

Discount Codes

Two offers can not be combined. Only one offer can be valid at a time.

Tolerances

All measurements have a +/- 1.25% tolerance in line with British Standards.

Intellectual Property and Right to Use

You acknowledge and agree that all copyright, trademarks, and all other intellectual property rights in all material, including terms & conditions text or content, supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by Saygrass Direct or our licensors.

You acknowledge and agree that the material and content contained within the Website are made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

Compliance with Law

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of Liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no express or implied warranties. Any advice meant or given contained within the Website is provided in good faith; it must not, however, be used as a definitive guide to an installation method. You must ensure you seek confirmation that any items ordered are suitable. The Website is provided on an “as is” and “as available” basis without any representation or endorsement. We make no warranties of any kind, whether express or implied, about the Website or any transaction that may be conducted on or through the Website, including but not limited to implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from a course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely, or error-free, that defects will be corrected, or that the site or the server that makes it available is free of viruses or bugs or represents the full functionality, accuracy, or reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

We disclaim any express or implied warranties regarding the products to the fullest extent permissible under applicable law. This does not affect your statutory rights as a consumer or your contract cancellation rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

Any economic losses (including, without limitation, loss of revenues, profits, contracts, business or anticipated savings) or

Any loss of goodwill or reputation; or

Any special or indirect losses

I suffered or incurred by that party arising out of or in connection with the provisions of any matter under the conditions.

Nothing in the conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

Severance

If any part of the conditions is deemed unlawful, void, or unenforceable, that provision will be deemed severable from the requirements. It will not affect the validity and enforceability of any remaining provisions.

Waiver

No waiver by us shall be construed as waiving any proceeding or succeeding breach of any provision.

Survival

Each provision of the conditions shall be construed as separately applying and surviving even if, for any reason, one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire Agreement

These conditions govern our relationship with you. Any changes to these conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Saygrass Direct and you are expected to do. You confirm that, in agreeing to accept the terms & conditions, you have not relied on any representation save in so far as the same has expressly been made a term of these conditions. You agree that you shall have no remedy in respect of any representation. Your statutory rights are not affected by these terms and conditions. Nothing in this clause shall limit or exclude our liability for any fraudulent or negligent misrepresentation, whether or not such has become a term of the conditions.

Law

The conditions shall be governed and construed by the laws of England, and you irrevocably submit to the exclusive jurisdiction of the English courts.