Last Updated: October 2026
At Turf Supplies Essex, we aim to provide a straightforward ordering and delivery experience.
This policy explains how order cancellations, refunds, and delivery-related issues are handled.
As we supply fresh turf, which is a natural and perishable product, customers should carefully check their order details and delivery availability before making payment.
Nothing in this policy affects your statutory consumer rights.
If you need to cancel an order, please contact us as soon as possible.
Our standard cancellation requirement is that cancellation requests must be received at least 24 hours before the scheduled delivery date.
This allows us to review the order and, where possible, make the necessary arrangements before harvesting, preparation, or delivery operations proceed.
Cancellation requests received within 24 hours of delivery may be subject to reasonable costs already incurred, where legally permitted.
Any statutory cancellation rights that apply to your purchase remain unaffected.
Fresh turf is a perishable product that may deteriorate if not handled or laid promptly.
Certain perishable goods may be excluded from the statutory change-of-mind cancellation right under applicable UK consumer law.
However, this does not remove your rights where goods are faulty, damaged, misdescribed, or otherwise fail to meet applicable legal requirements.
If we cancel your order for reasons that are our responsibility, you will receive a full refund of the payments made for that order.
We will communicate the cancellation and explain the refund arrangements.
If you request cancellation, we will review the stage of your order and any applicable legal rights.
Where legally permitted, a reasonable cancellation charge may apply if we have already incurred direct costs associated with fulfilling your order.
Any charge will be handled in accordance with applicable consumer law and will not be applied as an unlawful penalty.
Customers must check that their postcode is within our stated delivery area before placing an order.
If an order is placed for an address that we cannot serve, we may need to cancel the order.
Where cancellation results from an incorrect or unsupported delivery address supplied by the customer, a cancellation charge may apply only where legally permitted and where it reflects reasonable costs incurred.
If you are unsure whether we deliver to your postcode, please contact us before paying.
If your turf arrives damaged, incorrect, or does not conform to the order, please contact us promptly.
Where possible, provide:
Your order number.
A description of the issue.
Photographs showing the condition of the turf.
Details of the delivery date.
We will assess the matter and provide an appropriate resolution in accordance with your statutory rights.
Depending on the circumstances, this may include a replacement, refund, or other remedy required by law.
Customers should inspect the quantity and apparent condition of the turf upon delivery.
Any visible concerns should be reported promptly.
Because fresh turf is perishable, customers should arrange installation as soon as reasonably practicable.
Acceptance of delivery does not remove statutory rights relating to faulty or non-conforming products.
Where a refund is due, it will generally be returned using the original payment method unless otherwise agreed.
Refund processing times may depend on the payment provider or financial institution.
We will communicate any relevant refund arrangements to the customer.
Delivery dates and times are estimates unless expressly agreed otherwise.
If a delivery cannot be completed as planned, we will contact the customer and make reasonable alternative arrangements.
Where a delay gives rise to cancellation or refund rights under applicable law, those rights will be respected.
To request a cancellation or discuss a refund, please contact us with:
Your full name.
Order number.
Contact details.
Reason for cancellation or refund request.
Any relevant photographs or supporting information.
Please contact us as early as possible to help us resolve your request efficiently.
Turf Supplies Essex
Email: contact@turfsuppliesessex.co.uk
Telephone: 07394 394 155
Address: Hobbs Cross Business Centre, Hobbs Cross Rd, Epping CM16 7NY, United Kingdom
