Return Policy

This policy sets out your rights to cancel an order and to return goods bought from Turf Care Pro (Express Matting Services Ltd.). Nothing in this policy affects your statutory rights.

Your right to cancel (14 days)

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.

To cancel, email sales@turfcarepro.co.uk with your order number and tell us clearly that you wish to cancel. You may use the 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 have a further 14 days to send the goods back to us.

Condition of returned goods

Please return goods complete, with any accessories and 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 you have handled them more than was necessary, we may deduct that reduction in value from your refund.

Return postage

Where you cancel simply because you have changed your mind, you are responsible for the cost of returning the goods to us. Where goods are faulty, damaged, not as described or sent in error, we pay the return cost — contact us before returning anything and we will arrange it.

Refunds

We will refund the price you paid for the goods, plus the standard delivery charge you paid on the original order, using the same payment method you used to pay. We will issue the refund within 14 days of receiving the goods back from you (or, if earlier, within 14 days of you providing evidence that you have sent them back). In practice most refunds are processed within 5 working days of the goods arriving with us.

If a refund appears delayed, please check with your bank or card provider first, as they may hold funds for a few days. If the money still has not reached you, email sales@turfcarepro.co.uk with your order number.

Faulty, damaged or incorrect goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to reject them and obtain a full refund within 30 days of receipt, and to a repair or replacement after that.

If your order arrives damaged, or the wrong item has been sent, please email sales@turfcarepro.co.uk with your order number and photographs of the item and packaging. Telling us promptly helps us make a claim against the carrier and resolve it faster, but your legal rights are not affected if you contact us later.

Items this policy does not cover

The 14-day cancellation right does not apply to goods that are made to your specification or clearly personalised, or to goods that are sealed for health protection or hygiene reasons once they have been unsealed after delivery. Your rights in respect of faulty or misdescribed goods apply to all products.

Contact us

Email: sales@turfcarepro.co.uk
Telephone: +44 1282 270214
Monday to Friday, 08:30 – 17:00 GMT
Express Matting Services Ltd., Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom

If you are not satisfied with our response, UK consumers can get free, impartial advice from the Citizens Advice consumer service at citizensadvice.org.uk/consumer or on 0808 223 1133.