Need to Change Something?
Your turf is cut to order and booked in for your day as soon as you order, so orders are final once placed. If your plans change, ring us early and we'll help where we can.
At a glance
| When | What happens |
|---|---|
| You order and pay | Your turf is booked with the grower and your day is set aside. Your order is final. |
| Your plans change | Ring us as soon as you can. We'll help where we can, though a change can't be promised. |
| Delivery day | Count your rolls once they're left and before you lay. Anything not right? Tell us that day, with a photo of the stack. |
| Collection | Count your rolls before you drive away. |
| Change of mind | No refund. If we can help, it's with a credit note towards a future order. |
Unsure about anything? Ask us before you order and we'll talk it through.
Why your order is final
The moment you order and pay, we book your turf with the grower for your day, set aside your delivery or collection day (that's the day, not a set time), and plan the round around it. We may turn other orders away for that day.
So please check your quantity, postcode, address and date before you pay.
If your plans change
Ring us on 0191 694 1077 as soon as you can, with your order reference. We'll help where we reasonably can, for example by moving your date if the grower and the round allow, but we can't promise a change.
Need a bit more turf?
Place a small extra order for the square metres you need.
Cancellations and refunds
Turf is perishable and cut to order for your day, so there are no refunds for a change of mind, or for turf that isn't collected or laid on the day.
If we're able to help, at our discretion, it's with a credit note towards a future order rather than a refund.
None of this affects your statutory rights.
Checking your rolls at handover
We count every order out to the number of rolls you've paid for, each covering about 1 m². A quick count your end keeps everything simple.
Collecting
Count your rolls before you leave the collection point. Once you drive away, the order is taken as complete and correct.
Delivered
You don't need to be in. Count your rolls as soon as they're left and before you start laying. If anything doesn't look right, tell us the same day with a photo of the stack as it was left.
Once the turf is laid, or if we haven't heard from you by the end of the delivery day, the order is taken as delivered complete and in good condition. From then on it's yours to look after, water and lay.
Torn edges and rolls in pieces
Each roll is lifted from the field and rolled up by a harvesting machine, so ragged edges, small tears and the odd roll in two or more pieces come with fresh turf. Once laid and watered they knit together and grow just like the rest, so they aren't counted as faulty or damaged.
Tyne & Wear Turf is a trading name of Adam Foy, Unit 3 Britannia House, Brunswick Industrial Estate, Newcastle upon Tyne NE13 7BA.
You might be wondering
Something else? Ring 0191 694 1077 or send us a message.
Can I move my delivery day?
Orders are final once placed, but if something genuinely changes, ring us as soon as you can. We'll help where we can, though we can't promise a new date.
Some rolls have torn edges, is that OK?
Yes. Rolls are lifted and rolled by a harvesting machine, so rough edges and the odd roll in pieces are normal. They knit together once laid and watered.
What if I think I'm a roll short?
We count every order out to what you've paid for. Count yours when they're left, or before you drive away from collection, and if the number isn't right, tell us that day with a photo of the stack.