Refund and Returns Policy

At Surrey Turf, we pride ourselves on supplying the highest quality, freshly harvested turf direct from our fields. Each roll is cut to order to ensure freshness, strength, and root vitality. Because turf is a perishable and living product, it falls under specific return and refund conditions as outlined below.

1. Fresh Turf – Non-Returnable Once Delivered

All turf orders are freshly harvested to order and therefore cannot be returned or refunded once delivered. Turf is a living product and begins to deteriorate quickly if not laid immediately, making it unsuitable for resale or collection.

2. Order Cancellations

• Cancellations must be made at least 3 working days before your scheduled delivery date.
• If your turf has already been cut or dispatched, we cannot cancel or refund the order.
• All cancellation requests must be emailed to orders@surreyturf.co.uk with your name, order number, and reason for cancellation.

3. Damaged or Incorrect Deliveries

In the unlikely event that your turf arrives damaged, in poor condition, or the incorrect quantity is delivered, please:

• Notify us within 12 hours of delivery with photos clearly showing the issue.
• Email details and images to orders@surreyturf.co.uk.
• We will investigate and, where appropriate, arrange a replacement delivery or partial refund.

4. Responsibility After Delivery

Once turf has been delivered and signed for (or left in a safe place as requested), it becomes the customer’s responsibility. We cannot be held liable for turf that deteriorates due to:

• Delays in laying after delivery
• Improper installation or watering
• Extreme weather conditions or soil issues beyond our control

5. Refund Processing

Approved refunds (for eligible cases only) will be processed within 5–10 working days to the original payment method. You will receive confirmation by email once your refund has been issued.

6. Contact Us

If you have any questions or concerns regarding your order, delivery, or turf condition, please contact our team at:

Email: orders@surreyturf.co.uk
Phone: 07754 271410
Website: surreyturf.co.uk

By placing an order with Surrey Turf, you acknowledge that you have read, understood, and agreed to this Returns & Refunds Policy.