Refund policy
Returns & Refund Policy
This Returns & Refund Policy applies to all purchases made from Jan Click Flooring Wholesale Ltd, trading as The Artificial Grass Company Nationwide, via our website or by telephone.
This policy should be read alongside our Terms & Conditions, Shipping & Delivery Policy, and Privacy Policy.
This policy does not apply to Composite Decking products, which are subject to separate terms and conditions.
https://theartificialgrass.co.uk/pages/terms-conditions-composite-decking
1. Your Right to Cancel (Cooling-Off Period)
If you are a consumer purchasing online or by phone, you have the right to cancel your order under the Consumer Contracts Regulations 2013.
You may cancel your order within 14 days from the day after you receive your goods, for any reason.
To exercise your right to cancel, you must inform us clearly (for example by email) within the cancellation period.
2. Important Exceptions (Bespoke / Made-to-Measure Goods)
Please note:
Custom cut, made-to-measure or bespoke products are excluded from the right to cancel once production or cutting has begun.
This includes, but is not limited to:
• artificial grass cut to requested lengths
• customised orders
• any product altered to your specification
This is in accordance with the Consumer Contracts Regulations 2013.
3. Condition of Returned Items
Where returns are accepted, items must:
• be unused and in resaleable condition
• be returned in original packaging where reasonably possible
• be free from damage, contamination or alteration
We reserve the right to reduce the refund amount if the goods show signs of handling beyond what is necessary to inspect them.
4. Refunds
Where a return is approved, we will issue a refund of the product price paid.
Refunds will be processed within 14 days of receiving the returned goods or evidence of return.
Please note:
• Original delivery charges are non-refundable unless the item is faulty or incorrect
• Collection charges may apply where we arrange return collection
• Any collection costs will be clearly communicated before being deducted
5. Returns of Cut or Custom Orders (Goodwill Returns)
Where a custom-cut or made-to-measure item is returned outside of your statutory rights and we accept it at our discretion (as a goodwill return only):
• a minimum deduction of 30% of the invoice value may apply
• additional collection or handling charges may also apply
• refunds are not guaranteed and are considered on a case-by-case basis
This does not affect your statutory rights for faulty or misdescribed goods.
6. Return Shipping Costs
Unless the item is faulty or incorrect, customers are responsible for the cost of returning goods to us.
If we agree to arrange collection, the cost of collection will be deducted from any refund or charged separately.
Collection charges vary depending on size, weight and location and typically range from £29.95 to £299.99.
7. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or not as described, you must notify us as soon as reasonably possible after delivery.
This does not affect your legal rights under the Consumer Rights Act 2015.
We may request photographs or evidence to assess the issue.
Where goods are confirmed to be faulty or incorrect, you are entitled to a repair, replacement, or refund depending on the circumstances.
8. Reporting Issues
We ask customers to report delivery issues promptly so we can resolve them efficiently.
While we recommend reporting issues within 48 hours of delivery for the quickest resolution, this does not remove or limit your statutory rights.
9. Exclusions
This Returns & Refund Policy does not apply to:
• Composite Decking (see separate terms)
• Products that have been installed or permanently fitted
• Goods damaged after delivery due to misuse, improper storage or installation
10. Statutory Rights
Nothing in this policy affects your statutory rights under UK law, including rights under the Consumer Rights Act 2015.
11. Contact Us
If you have any questions about returns or refunds, please contact us:
Jan Click Flooring Wholesale Ltd
Trading as The Artificial Grass Company Nationwide
Unit 17/18 Owen Road Industrial Estate
Willenhall
West Midlands
WV13 2PY
Email:
sales@theartificialgrass.co.uk