Refund and Returns Policy
Return Exceptions
Your right to return quality goods purchased in the Inturf online store does not apply to goods that are likely to degrade or pass their expiration dates quickly, such as turf or open bagged materials.
Turf:
Order cancellations – Turf orders cannot be cancelled within 24 working hours of collections or 48 working hours of delivery.
Return: Turf cannot be returned as it is a live product and would not be in a resalable condition.
Refund: Refunds for orders that we accept as cancelled will be refunded in full. Inturf will repay any sums paid by you for the goods within fourteen days of you informing us that you have cancelled your order.
Defective Goods
In cases where goods are defective, damaged, or incorrect, you may be required to provide evidence of the issue, such as a photo or video, or to return the item to receive a refund.
You must contact Inturf at info@inturf.co.uk immediately on delivery and provide detailed information, such as:
- Proof of purchase
- Evidence of the defect (e.g. a photo or video of the item, a photo of the defective area if possible, a photo of the packaging, etc.)
- Order number
When submitting a complaint, you must indicate how you wish the claim to be resolved:
- Replacement of the defective goods with quality items
- Refund of the money paid
Turf is highly perishable and, if not laid promptly in accordance with the instructions given to you by Inturf, may deteriorate rapidly. Where the turf is not rolled out immediately in spring/summer and within 24 hours in autumn/winter (or such other timescale as advised by Inturf), Inturf will not accept responsibility for such deterioration and will not accept a return or refund of the turf due to such deterioration. It is your responsibility to ensure that you are able to lay the turf before agreeing to a delivery date.
You should also be aware that the ongoing condition of turf will be dependent on factors beyond Inturf’s control, including (without limitation) weather conditions or unintended blown or animal/bird carried seeding, and will also depend on your care of the turf after delivery. While Inturf shall be liable for any failure of the turf to comply with these conditions or your statutory rights, you will not be able to return the turf because of any defects arising after delivery, whether due to your failure to care for the turf in the manner advised by Inturf or due to external factors.
Delivery Issues
We offer a kerbside delivery service, if there is sufficient access to a hardstanding area we can move the pallet onto the property, the pallet is 1.2metres x 1.2 metres. This decision is taken by the driver and every effort will be made to leave this in a convenient place for you.
Our turf delivery involves using a hydraulic tail-lift and pallet truck, which cannot lift over hedges or fences. Delivery is made to ground level only on a hard surface.
Where deliveries cannot be made due to insufficient access to the delivery address, difficulties on the approach to the address, an unsuitable offloading area, obstructions, or where incorrect/insufficient instructions have been provided, a charge of £40 per pallet will be made for redelivery or return delivery to Inturf.
If delivery fails due to access restrictions and you wish to cancel the order, we can only offer a 50% refund on turf as this is a perishable item and the order will have to be destroyed.
For any questions regarding this delivery and returns policy, please contact us via our contact form or call us on 01759 321000.