FAQs

Answers to the questions we're asked most often. If you can't find what you need, contact our team on +44 1282 270214 or sales@turfcarepro.co.uk — Monday to Friday, 08:30 – 17:00 GMT.

Orders & products

Who am I buying from?

All orders are contracts with Express Matting Services Ltd., trading as Turf Care Pro, Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom. Company registration number 07000887 (England & Wales), VAT number GB987256073.

Do I need an account to order?

No. You can check out as a guest. Creating an account lets you track orders and check out more quickly next time.

Are your products suitable for professional use?

Yes. We supply commercial-grade grounds care, landscaping and outdoor maintenance products used by local authorities, sports clubs, contractors and homeowners across the UK.

Some products mention professional or certified use only — what does that mean?

Certain plant protection products (such as some weed killers, fungicides and pest control products) are regulated in the United Kingdom and may only be purchased and used by suitably certified persons. Always read and follow the product label. See our Terms of Service and Legal Notice for details.

How old do I need to be to order?

You must be at least 18 years old to place an order.

Payment

What payment methods do you accept?

We accept Visa, Mastercard, Maestro, American Express, Discover, Diners Club, UnionPay and Elo cards; the Apple Pay, Google Pay and Shop Pay digital wallets; and Klarna (Buy Now, Pay Later). Payment is taken at checkout and processed through Shopify's secure, encrypted checkout. We do not see or store your full card details. If you choose Klarna, that payment option is subject to Klarna's own terms and eligibility checks. See our Payment Policy for full details.

What currency are prices in, and do they include VAT?

All prices are shown and charged in pounds sterling (GBP) and include VAT at the current UK rate of 20%. Delivery is charged separately at a flat rate of £9.99 per order and is shown before you commit to the purchase. See our Payment Policy for more.

Delivery

Where do you deliver?

We deliver to United Kingdom addresses only.

How much is delivery?

Delivery is a flat rate of £9.99 per order, shown at checkout before you pay.

How long will my order take?

Orders are dispatched from our Burnley, Lancashire premises within 1–2 working days. Orders placed after 2pm GMT, or on weekends and UK bank holidays, are processed the next working day. Once dispatched, delivery normally takes 3–6 working days. We send tracking details by email so you know when to expect your delivery. Full details are in our Shipping Policy.

Can I change my delivery address after ordering?

If you spot a mistake, contact us as soon as possible on +44 1282 270214 or sales@turfcarepro.co.uk. If your order has not yet been dispatched we will normally be able to correct it.

Cancellations, returns & refunds

Can I cancel my order?

Yes. If you are a consumer you may cancel for any reason within 14 days, starting the day after you receive the goods. If you cancel before dispatch we can usually stop the order straight away. See our Order Cancellation Policy.

How do I return something?

Email sales@turfcarepro.co.uk with your order number and tell us you wish to return or cancel. We'll confirm and send you the return address. Please return goods complete, unused and in their original packaging where possible. Full details are in our Refund Policy and Return Policy.

Who pays for return postage?

If you cancel because you've changed your mind, you are responsible for the cost of returning the goods. For large or heavy items we can arrange collection and deduct the actual collection cost from your refund — contact us for a quote first. If goods are faulty, damaged, not as described, or sent in error, we pay the return cost — contact us before returning anything and we'll arrange it.

Are any items non-returnable?

For hygiene and safety reasons we cannot accept back certain sealed goods once opened — this includes fertilisers, weed killers, fungicides, pest control products and other chemicals whose packaging or seals have been broken, and goods that have been mixed, diluted, applied or part-used (for example, opened grass seed). Your rights in respect of faulty or misdescribed goods apply to all products, including these.

When will I get my refund?

We refund the price you paid for the goods, plus the standard delivery charge on the original order, to your original payment method, within 14 days of receiving the goods back (or proof that you have sent them). See our Refund Policy.

What if my parcel arrives damaged?

Contact us as soon as possible on +44 1282 270214 or sales@turfcarepro.co.uk with your order number and photos of the damage. We'll arrange a replacement or refund.

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