Returns Information
At NeoGrass, we want you to be completely satisfied with your purchase. Below you’ll find everything you need to know about returning or exchanging products ordered from our website.
30-Day Refund Guarantee
We offer a 30-day refund policy for complete peace of mind. If for any reason you’re not satisfied with your purchase, you may return it within 30 days of receipt.
Â
To qualify for a refund:
- Items must be unused, undamaged, and in a resaleable condition.
- All original packaging must be intact.
- Returns must be arranged and paid for by the customer.
Returns Not Accepted on Installed Products
Once artificial grass has been installed, we are unable to accept returns or exchanges under any circumstances. Installation confirms your satisfaction with the product as received.
Â
Please inspect your artificial grass thoroughly upon delivery and before cutting or installing. If you spot any faults or defects, contact us immediately on 01245 931200 or email info@neograss.co.uk.
Bespoke, Cut-to-Size Products
Products such as artificial grass, weed membrane, underlay, and joining tape are cut to order and are considered bespoke items.
Â
If you wish to cancel or amend an order before delivery, a 10% restocking fee may apply.
Â
If these items need to be returned after dispatch (e.g. due to failed delivery or refusal to accept the order), a 25% restocking fee will apply, and return carriage costs will be your responsibility.
Returning Your Order
If you’d like to return an eligible item:
- Contact us to notify us of your return request.
- Ensure the product is packaged securely to avoid damage during transit.
- We’ll provide you with the return address once your request has been confirmed.
Once we’ve received and inspected the goods, we’ll issue a refund to your original payment method (minus any applicable restocking or shipping fees).
Questions?
If you have any questions about your return or need help arranging it, please don’t hesitate to get in touch:
Â
📧 info@neograss.co.uk
📞 01245 931200
