Refund policy
This policy sets out your rights to cancel an order, return goods, and receive a refund when you buy from Turf Care Pro, the online store of Express Matting Services Ltd. (company number 07000887, registered in England and Wales). Please read it together with our Order Cancellation Policy. Nothing in this policy affects your statutory rights.
Your right to cancel (14 days)
If you are a consumer, you may cancel your order for any reason within 14 days, starting the day after you receive the goods. If your order arrives in several deliveries, 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 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 provide the return address. After telling us you wish to cancel, you then have a further 14 days to send the goods back to us.
Return method
Returns are made by post or courier. You arrange and send the return to us using a method of your choice — we recommend a tracked service, as goods remain your responsibility until they reach us. We do not offer in-store or drop-off returns. For large or heavy items (such as goal posts, spreaders or palletised goods) we can arrange a collection instead — see "Return postage" below.
Return address
Unless we tell you otherwise (for example, where we arrange a collection), returns should be sent to:
Returns Department
Express Matting Services Ltd. (Turf Care Pro)
Unit 1B, Summit Works
Manchester Road
Burnley, Lancashire
BB11 5HG
United Kingdom
Please contact us before returning goods so we can confirm the return and, for large or heavy items, arrange the most suitable method.
How to return goods — step by step
- Email sales@turfcarepro.co.uk with your order number and tell us you wish to return or cancel. Please do this before sending anything back.
- We will confirm your return and, for large or heavy items, arrange a collection. The return address is shown below.
- Pack the goods complete, unused and in their original packaging where possible.
- Send the goods back to the address we provide within 14 days of telling us you wish to cancel, using a tracked postal or courier service.
- Once we receive and check the goods, we issue your refund to your original payment method (see "Refunds" below).
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 deduct that reduction in value from your refund.
Items that cannot be returned
The 14-day change-of-mind cancellation right does not apply to:
- Goods made to your specification or clearly personalised (for example, custom line-marking stencils or made-to-order equipment);
- Goods sealed for health, safety or hygiene reasons once the seal has been broken — this includes fertilisers, weed killers, fungicides, pest control products and other chemicals whose packaging or seals have been opened;
- Goods that have been mixed, diluted or applied (for example, opened grass seed that has been part-used).
Your rights in respect of faulty or misdescribed goods apply to all products, including the above.
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.
Refunds
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 of you providing evidence of return, if earlier). 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.
Restocking fee
We do not charge a restocking fee. You will not be charged any handling or restocking charge for returning goods within your cancellation right. Where you cancel a change-of-mind order, you are responsible only for the cost of return postage (or collection, for large or heavy items).
Exchanges
We do not process exchanges as a direct swap. If you would like a different item, please return the original as a change-of-mind cancellation (see above) and place a new order for the item you want. This makes sure you get the correct price, stock and delivery for the new item. If the original goods are faulty, damaged, not as described or sent in error, contact us first and we will arrange a replacement or refund at no cost to you.
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 may reject them for a full refund within 30 days of receipt, and you are entitled 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.
Business customers
If you purchase in the course of business, the 14-day consumer cancellation right does not apply; returns of unwanted goods are at our discretion and goods must be unused and in resalable condition. Your rights in respect of faulty goods are unaffected.
Contact us
| Trading name | Turf Care Pro |
|---|---|
| Legal entity | Express Matting Services Ltd. |
| Company number | 07000887 (registered in England & Wales) |
| VAT number | GB987256073 |
| Registered address | Unit 1B, Summit Works, Manchester Road, Burnley, Lancashire, BB11 5HG, United Kingdom |
| sales@turfcarepro.co.uk | |
| Phone | +44 1282 270214 (Monday to Friday, 08:30 – 17:00 GMT) |
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.