Returns Policy


Date Last Modified: 17th July 2018


Welcome to Turf Online, located at (‘Site’), which is owned and operated by Harrowden Turf Limited (‘we’, ‘the Company’, ‘our’ or ’us’, as applicable). We are committed to protecting and respecting your privacy. We want you to be happy with every purchase you make from us.  However, we recognise that you may wish to cancel or return Products that you order from the Site. 

This policy (together with the Terms, Privacy Policy and any other documents we refer to in this policy or in the Terms) contains the terms that govern the use of the Site, the orders you place and purchase and set out your rights to cancel or return Products. Please read the following carefully.

Any defined terms used in this Returns Policy will have the meaning given to them in the Terms.

Any changes we may make to our Returns Policy in the future will be posted on this page and, where appropriate, notified to you by email.

If you have any queries or concerns regarding this Returns Policy, please contact us using our “contact us” form found in the contact us section of the Site or by email to


Non-faulty Products

1.1  Your right to cancel an order for non-faulty or misdescribed Products. If you have received a Product and it is faulty or misdescribed then you may cancel the order and obtain a refund for that Product provided you notify us in the manner set out in paragraph 1.12 and within the period set out in paragraph 1.15.  Please see the section, Cancelling an Order below for further information on your right to cancel.

1.2  Return of Products at your own cost.

1.2.1  In respect of non-palletised Products (such as sundry Products) you will need to arrange for the return to us at your own cost, quoting your order number. Please see paragraph 1.11 for details regarding the methods that you can use to return Products to us. We will not reimburse you for any delivery or other costs that you incur in returning the Products to us. Your relevant order number must be quoted on all returns.

1.2.2  In respect of palletised Products (such as turf) or products which cannot usually be returned by post (such as lawn soil) please contact us and we will arrange collection. You will be responsible for the collection costs which vary by location and quantity.

1.3  Taking reasonable care of the Products whilst they are in your possession. You may, of course, inspect the Product(s) that you purchase from us. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of our Products.  Accordingly, please do not damage the Product(s) whilst you inspect them and please store and handle all Products with care and in a manner that is appropriate for the type of Product, including in accordance with any user manuals (such as the Lawn Care Guide). Products must be returned complete (i.e. with any accessories or other parts that you receive with the Products) and, where possible, with all original packaging.

Faulty and mis-described Products

1.4  Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

1.5  Your right to cancel an order for receiving defective or mis-described Products. In the unlikely event that you receive a defective or mis-described Product or a fault develops with the Product(s) you order from us, within the timeframes set out in summary at paragraph 1.8 then you are entitled to the remedies also described in that summary box, provided you notify us in the manner set out in paragraph 1.12.

1.6  Identifying defects in Perishable Products. In order to identify when defects (such as disease, pest, damage or defect) arise in Perishable Products, you will need to notify us within 24 hours of delivery if there is such a defect and allow us to inspect the Perishable Product(s).

1.7  Please see the section, “The returns process for defective or mis-described Products” below for further information on returning your defective or mis-described Product(s). Please do not return any items until you have received confirmation from us to do so. 


Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product your legal rights entitle you to the following:

  • up to 30 days: if your goods are faulty, then you can get an immediate refund.  
  • up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.  
  • up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.   

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

1.9  When we will not accept returns.

1.9.1  Please note that we will not accept returns and provide refunds if a fault arises from fair wear and tear, wilful or accidental damage, negligence by you or a third party, abnormal or inappropriate storage or working conditions or maintenance, failure to operate or use the Product(s) in accordance with user instructions, for example our Lawn Care Guide in respect of Turf (see paragraph 1.9.2a) more information about your responsibilities regarding Turf and Perishable Products) misuse or alteration or repair of the Product(s) by you or a third party that is not authorised by us or the manufacturer.

1.9.2  Perishable Products and returns

a)  Perishable Products are highly perishable and, if not laid promptly in accordance with the instructions given to you by us and made available on our Site may deteriorate rapidly. We shall not accept responsibility for such deterioration, and will not accept a return of the Turf due to such deterioration. It is, therefore, your responsibility to ensure that you are able to lay the Perishable Product before agreeing on a delivery date.

b)  You should also be aware that the ongoing condition of the Perishable Product will be dependent on factors beyond our control including (without limitation) weather conditions or unintended blown or animal/bird carried seeding, and will also depend on your care of the Perishable Product after delivery. While we shall be liable for any failure of the Perishable Product to comply with the Terms or your statutory rights, you will not be able to return the Perishable Product because of any defects arising after delivery, whether due to your failure to care for the Perishable Product in the manner advised by us or due to external factors.

1.10  The returns process for defective or mis-described Products. You should provide us with proof of purchase when seeking to return a faulty or mis-described item.

1.10.1  In the case of Non-Perishable Products you will need to arrange for return of the item(s) to us. We will inspect all items that we receive from you. If we confirm that the item is faulty or has been mis-described, we will reimburse your reasonable postage costs of returning the item to us (if any), if you provide us with satisfactory proof of those costs.

1.10.2  In the case of a Perishable Products you will need to send photos to us to demonstrate the defect or misdescription to our email address set out at paragraph 1.19. We may also need to come to inspect the Perishable Product but will arrange this with you separately.

We will also offer to arrange to replace the Product(s) with a new one or reimburse you for the full cost of the item (but not the value of any promotional code(s) used) to your original payment method within 30 days of our receipt of the faulty or mis-described item. If we are reimbursing you for the cost of all the items in an order, we will also reimburse you with the delivery cost for that order, if applicable.

Methods of return

1.11  You may return some Products that you have purchased from this Site by post to Harrowden Turf Ltd, Colpmans Farm, Islip, Kettering, NN14 3LT. Please see paragraph 1.20 for further details regarding returns by post.  Whenever returning Products by post for whatever reason, we recommend that you use a courier that offers shipment tracking services and that you ensure the Product(s) to its full value while in transit. If you choose not to follow these recommendations we regret that you will be responsible for any loss or damage to the Product(s) during transit.


1.12  How to cancel an order. If you are a consumer, you have a legal right to cancel a Contract (under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013) during the period set out below in paragraph 1.15 (except in the situations at paragraph 1.14 where you do not have the right to cancel an order).  This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us

1.12.1  by phone on 0333 456 4516 during our opening hours (which you’ll find on our Site) or

1.12.2  by email at or

1.12.3  if you prefer, you may notify us of your decision to cancel by submitting the cancellation form at the bottom of this Policy to us by post or by email.

of your decision to cancel the Contract and, provided you return the Product(s) to us within 14 days, receive a refund. 

1.13  Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens' Advice Bureau or Trading Standards office.

1.14  When you DON’T have the right to cancel an order. However, this cancellation right does not apply in the case of:

1.14.1  perishable Products, including but not limited to the Perishable Products; or

1.14.2  any Products made to your specification.

1.15  How long do I have to cancel an order? Your legal right to cancel a Contract ends at 23:59 on the 14th (fourteenth) day after the day on which you or a person you have identified takes physical possession of the Product.  However, if you have ordered:

1.15.1  more than one Product in a single order or the order is made of several lots or pieces, your legal right to cancel will not end until 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the last of those Products, lots or pieces;

1.15.2  a regular delivery of Products over a defined period, your legal right to cancel will end at 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the first of those Products

1.16  What about other contracts I have entered into? If you cancel a contract, all ancillary contracts you have entered into associated with the cancelled Product(s) will be automatically cancelled (for example any consumer credit arrangements or extended Product warranties) at no cost to you.

1.17  Returning Products after cancelling an order. Except for palletised Products or Products that could not normally be returned by post referred to at paragraph 1.2.2, if you cancel a Contract you must return the Product(s) to us at Harrowden Turf Ltd, Colpmans Farm, Islip, Kettering, NN14 3LT within 14 days after the day you cancel and you will be responsible for the costs of returning the Products.

1.18  How we will refund you. Within 14 days of us receiving either the Product(s) or proof that it has been returned, whichever is the sooner, we will refund the total price you have paid for the Product(s) including any standard delivery costs.  However;

1.18.1    if you chose enhanced delivery, we will only refund up to the amount of our usual standard delivery costs;

1.18.2      If you have used the Product(s) or they are not returned in their original condition, we will be entitled to deduct a sum from your refund to reflect the reduced value of the Product(s).

1.19  How to tell us about problems. If you feel that any Product(s) you have ordered from us are unsatisfactory or you are unhappy with any aspect of the service we provide to you, we would like to hear from you. You can contact us by phone on 0333 456 4516 during our opening hours (which you’ll find on the Contact Us page) or by email at


1.20        All Products returned by post should include your original order number and your contact details inside the package and should be addressed to:

      Harrowden Turf Lid

      Colpmans Farm



      NN14 3LT




(Complete and return this form only if you wish to withdraw from the Contract)

To: Harrowden Turf Limited, Colpmans Farm, Islip, Kettering, Northants, NN14 3LT 0333 456 4516

I/We [*] hereby give notice that I/We [*] cancel my/our [*] Contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of the consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),



[*] Delete as appropriate