Dispute Resolution & Chargeback Policy

Dispute Resolution & Chargeback Policy

This Dispute Resolution & Chargeback Policy applies to all purchases made from Jan Click Flooring Wholesale Ltd, trading as The Artificial Grass Company Nationwide, via theartificialgrass.co.uk (“we”, “us”, “our”).

Our aim is to resolve all customer concerns fairly, promptly, and in accordance with UK consumer law.

Nothing in this policy affects your statutory rights.

1. Contact Us First

If you experience any issue with your order, we ask that you contact us before raising a dispute with your payment provider.

Many issues can be resolved quickly without the need for a chargeback or payment dispute.

Email: sales@theartificialgrass.co.uk
Telephone: 0121 568 8808

2. Our Resolution Process

Depending on the nature of your enquiry, we may request:

* Photographs of the goods
* Photographs of the packaging (where relevant)
* Your order number
* Delivery information
* Any other information reasonably required to investigate your claim

We will review all information fairly and respond as soon as reasonably practicable.

Where appropriate, we may offer:

* Technical advice
* Replacement goods
* Collection of goods
* A repair (where applicable)
* A partial refund
* A full refund

Any resolution will be provided in accordance with our Terms & Conditions, Returns & Refund Policy and applicable UK consumer legislation.

3. Payment Disputes & Chargebacks

A chargeback or payment dispute should normally only be raised where a genuine resolution cannot be reached directly with us.

If a dispute is raised, we reserve the right to provide relevant evidence to the payment provider, including:

* Order confirmation
* Proof of payment
* Delivery tracking
* Photographic proof of delivery
* Customer communications
* Product descriptions
* Checkout acceptance of our Terms & Conditions and policies
* Photo ID verification records (where applicable)

4. Fraud Prevention

Where we reasonably believe a transaction may be fraudulent, we reserve the right to:

* Request additional verification
* Delay dispatch pending verification
* Decline or cancel an order
* Challenge fraudulent payment disputes

Where permitted by law, we may recover reasonable costs arising from fraudulent or abusive chargeback activity.

5. Fair Use

We reserve the right to decline future orders where we reasonably believe payment systems have been deliberately misused or where repeated unfounded disputes have been raised.

This does not affect your statutory rights.

6. Statutory Rights

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

Jan Click Flooring Wholesale Ltd
Trading as The Artificial Grass Company Nationwide

Unit 17/18 Owen Road Industrial Estate
Willenhall
WV13 2PY

Telephone: 0121 568 8808

Email: sales@theartificialgrass.co.uk