Order Cancellation Policy

This policy explains how and when you can cancel an order placed with Turf Care Pro, the online store of Express Matting Services Ltd. (company number 07000887, registered in England and Wales). It should be read together with our Refund Policy and Return Policy. Nothing in this policy affects your statutory rights.

Cancelling before dispatch

If you change your mind after placing an order, contact us as soon as possible on +44 1282 270214 or sales@turfcarepro.co.uk with your order number. If your order has not yet been dispatched, we will normally be able to cancel it straight away and issue a full refund — including the delivery charge — to your original payment method.

Cancelling after dispatch — your 14-day right to cancel

If you are a consumer, you have the right to cancel your order for any reason within 14 days, starting the day after you receive the goods. If your order is delivered in several instalments, the 14 days run from the day after you receive the last item. This right is provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To cancel, email sales@turfcarepro.co.uk with your order number and a clear statement that you wish to cancel. You may use the following wording:

"I hereby give notice that I cancel my contract of sale of the following goods: [order number, item, date ordered, date received, your name and address]."

We will confirm your cancellation and send you the return address. After telling us you wish to cancel, you then have a further 14 days to send the goods back to us.

Condition of returned goods

Please return goods complete, unused, with any accessories and in their original packaging where possible. You may examine and handle the goods as you would in a shop. If the value of the goods is reduced because they have been handled more than necessary, we may make a deduction from your refund to reflect that reduction.

Who pays for return postage

If you cancel because you have changed your mind, you are responsible for the cost of returning the goods. For large or heavy items (such as goal posts, spreaders or palletised goods) we can arrange collection for you and deduct the actual collection cost from your refund — please contact us for a quote first. If goods are faulty, damaged, not as described, or sent in error, we pay the return cost — please contact us before returning anything and we will arrange it.

Items that cannot be cancelled once opened

For health, safety and hygiene reasons, the right to cancel does not apply to certain sealed goods once they have been opened or their seals broken. This includes fertilisers, weed killers, fungicides, pest control products and other chemicals, 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.

Cancellations by us

Occasionally we may need to cancel an order — for example if an item is out of stock or a price has been listed in error. If this happens we will contact you before dispatch and give you the choice of proceeding at the correct price or cancelling for a full refund. Where we cancel your order, you will not be charged, and any payment already taken will be refunded in full to your original payment method.

Refunds after cancellation

We refund the price you paid for the goods, plus the standard delivery charge on the original order, to your original payment method. Where you have cancelled after receiving the goods, we issue the refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is sooner. See our Refund Policy for full details.

Contact us