Returns & Exchanges

Returns & Exchanges Policy – Terms and Procedure

How to Request For Return for Exchange or Refund

Should you find that within 14 days of delivery that your purchase from does not meet your needs or requirement, please contact our customer services department to request an exchange or refund for your purchase. 

This policy relates to exchanges and refunds only and is not for products that develop a fault whilst in their warranty period. please view our  ‘Warranty section. [LINK]

IMPORTANT: Under the EU Consumer Rights Directive, online customers who have taken delivery of Products other than those marked ‘bespoke’ within the European Union, European Economic Area and Switzerland have consumer rights that may entitle them should they wish to, to request an exchange, or return and refund. This policy does not apply to customers who are not from within the European Union, European Economic Area and Switzerland.

Under the terms stated here in our Returns Policy, if you decide you want an exchange or refund please make a Request For Return within the 14 calendar days of receiving your purchase. Please take into account any seasonal closure of our distribution centre.

It is important to follow this procedure and do not return anything prior to a return request being approved by our customer services team.

Step 1:  Requesting a return of an item for exchange or refund:

  1. If you want to Exchange an item please tell us which item you would like to change and which item you would like instead. (Our website has our current availability so please check that it is in stock first).
  2. If you would like a Refund on a certain item please tell us specifically which item, we would also like to know the reason as this may help others in the future.
  3. Please be aware that we can only exchange or refund items purchased from, we will need your order number to validate a refund or exchange.
  4. Any product marked as ‘bespoke’ or items that are cut to measure are classed as customised and therefore are exempt from the the EU Consumer Rights Directive and will not be eligible for exchange or refund.
  5. In the unlikely event you are sent the incorrect product in error, this returns for refunds and changes policy will apply, so please ensure you submit an enquiry ticket within 14 calendar days of receiving the goods.

Click Here To Request For Return.

Step 2: Following approval of a returns request :

  1. Once a return has been approved by our customer services team, please ensure the items approved for return are sent within 14 calendar days of approval being given.
  2. Items paid for using our Gift Certificates cannot be returned for a refund of the cash equivalent, however they can be exchanged for an alternative colour/size if required by submitting an Request For Return  within 14 calendar days of receipt of the item(s).
  3. When returning an item it is important that you use all the original packaging or similar. Returned items must be returned in a cardboard box to protect them during return transit. If items are damaged in return transit we cannot guarantee a replacement or refund.
  4. If the item has clearly been used or is damaged from use we cannot provide an exchange or refund.
  5. Delivery costs are not included when a refund is made under this policy.
  6. Refunds can only be made utilising the original payment method and details and will be made in GBP, exchange rate fluctuations are not covered in this policy which may vary the final amount credited to your payment method, this is outside of our control.
  7. We do not arrange a collection for returns, as postage for return is at your own expense please send returned items back to us using 2nd class recorded mail.
  8. Any item(s) approved for return must be returned within 14 days of us notifying you of approval.
  9. For any approved returns please send back the item with a printed copy of your Order Notification email from us (or Order ID number if it was a gift) to this address:


Returns Dept

The Artificial Grass Company Scotland Ltd
Unit 28 Tannoch Drive,
Lenziemill Ind Estate,
G67 2XX.


Step 3: Once we have received the returned item and checked that the condition of the item is acceptable to us, a replacement will be sent to you or a refund given within 10 calendar days.