Turf Order Terms, in Plain English

How an order goes through

Choose a pack or your own size, add your postcode, choose delivery or collection and a date, tick the box and pay at checkout. Your order is confirmed and committed as soon as you place it and pay, and a confirmation comes to your email.

From that moment 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.

Order by 2pm the working day before your delivery or collection at the latest, but please order as far in advance as you can to avoid disappointment. Collections run Monday to Friday only. We only show delivery dates on days we fully expect to be able to deliver your order, and we'll deliver on the day you choose wherever possible. Your chosen day is a requested day rather than a 100% guarantee, as vehicle delays, unexpected traffic and weather conditions can all occasionally get in the way. As standard, we'll call or message you to confirm your expected delivery day, and let you know if it ever needs to be a different day.

The price shown before you pay is the full price. Delivery is priced by postcode and shown before you pay. If we can't supply your order, for example because your day isn't available, we'll tell you and refund what you've paid.

Your order is final once placed

Turf is perishable and cut to order for your day, so orders are final once placed and the 14-day cancellation period for online orders doesn't apply.

If something changes, ring us on 0191 694 1077 and we'll help where we can. There are no refunds for a change of mind. None of this affects your statutory rights.

Delivery to your property

We deliver to your property or the closest suitable and accessible point. We'll always leave your turf in the most convenient place we reasonably can, where it's possible and safe. On occasion we may not be able to leave it exactly where you'd prefer. Rolls are left at the property; they aren't carried through the house or into back gardens. Any parking or access notes you give us when you order help the driver.

Your turf counts as delivered once it's been left at your property or the closest suitable and accessible point.

Leaving turf unattended

You don't need to be home. We'll leave your turf at your property or the closest suitable and accessible point, and we'll use your mobile and email to let you know when it's ready for delivery or collection and once it's been delivered or collected, although the message may not arrive at the exact moment it's left.

Weather and things outside our control

If frost, flooding or something else outside our control means your day can't go ahead, we'll contact you to arrange a new date. Deliveries go out as early as possible and run through the day, between 8am and 4pm. Most are completed between 10am and 2pm.

Collecting your order

Collection is from our collection point near Newcastle Airport, by order only from our collection partner. You choose your collection day at checkout, and the full address and clear directions come with your order confirmation.

Please bring a vehicle that can safely carry the weight. If something stops you collecting on your day, ring us as soon as you can and we'll help where we can. Turf that isn't collected can't stay fresh for long, so it isn't refundable.

Counting and checking your turf

We count every order out to the number of rolls you've paid for, each roll covering about 1 m². Please give yours a quick count and a look over.

When you collect

Count your rolls before you leave the collection point. Once you drive away, the order is taken as complete and correct.

When we deliver

Count your rolls as soon as they're left (you don't need to be in) 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, and we'll look into it with you.

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.

Torn edges and rolls in pieces

Every 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 are a normal part of fresh turf. They knit together once laid and watered, and don't affect how your lawn grows, so they aren't treated as faulty or damaged.

A natural product

Small differences in colour and the odd thinner patch are normal and grow out once the turf is laid and watered.

Lay it on the day

Once your turf has been delivered to your property (or the closest suitable point) or collected, it's your responsibility to look after, water and lay. Turf is perishable, so plan to lay it the day it arrives.

Paying for your turf

You pay in full at checkout through our card payment provider, by card, Apple Pay or Google Pay. Card details are handled by that provider; your full card number is never seen by us.

The small print, kept small

None of this affects your statutory rights. These terms are governed by the law of England and Wales.

We may update these terms from time to time. The version on this page when you placed your order is the one that applies to it.

Having your turf laid by us? That's covered by our separate turf laying terms.

Who you're buying from

Tyne & Wear Turf is a trading name of Adam Foy, Unit 3 Britannia House, Brunswick Industrial Estate, Newcastle upon Tyne NE13 7BA. Address for correspondence: Unit 3 Britannia House, Brunswick Industrial Estate, Newcastle upon Tyne NE13 7BA.

Email info@tyneandwearturf.co.uk, ring 0191 694 1077, or use the contact form on this website.