Thanks for purchasing our product at wesellartificialgrass.com If you are not entirely satisfied with your purchase we are here to help. We want to make sure you’re pleased with your purchase. If there’s anything we can do to improve your experience, please contact us at sales@wesellartificialgrass.com. When ordering online please ensure that your measurements are correct to avoid receiving the wrong size product. If you would like to make a return, take a look at our policies below. You have 3 calendar days to return a full roll from the day you received it. This does not include custom products such as artificial grass cut off the role and any other bespoke artificial grass products cut to your specific measurements.

Return Policy

Upon receiving your order you are given a 3 day period in which you must inform us of any faulty goods. The item must be returned to us with no signs of use, missing tags/boxes. The product(s) must be in their original packaging, if applicable, in the same condition it was received. Once we receive your returned item, our team will review your request and inspect. We will send you an email to confirm that your item has been received, and then follow up with another email once the application has been processed to let you know your return was approved. If approved, the money will be refunded to your original method of payment. A refund will be processed within five business days upon receipt of the return, and the refund may take up to 8-12 business days to go back to the customer’s payment source. If you make a refund request after the 3 day period, your refund request will be declined, in exceptional circumstances we may accept a return after 3 day period, however there will then be a restocking charge applied.

All payment companies are different in the amount of time it takes to confirm a payment, so it will likely take a minimum of a few days for the refund to show up on your bank statement.

Custom order amendments

When purchasing artificial grass products/accessories from We Sell Artificial Grass you have created a ‘distance sale’. As a consumer you have the right to cancel a distance sale up to 24 hours from placing the order for a full refund. If your order is cancelled after the 24 hour cancellation window, you will still be charged the full amount.

We Sell Artificial Grass give consumers the option to have any artificial grass products cut to their own specific sizes; measurements cannot be altered once cut. If a consumer would like to change the requested measurements they should call the Trade Office before the 24 hour window ends, outside of this timeframe alterations are approved at We Sell Artificial Grass‘ discretion.

Please note next day deliveries cannot be amended once paid for.

Damaged Items

Using a proprietary packaging process, we ensure that more than 99.7% of packages arrive in the same flawless condition they left our warehouse.

In the unlikely event you receive a damaged or mislabelled product, please file a claim with our support team via sales@wesellartificialgrass.com within 3 days of delivery.

Any damage or shortage of items must be reported within 3 days of delivery. Emailed photographs will be required showing damage/fault prior to replacements being dispatched. All items should be checked off on delivery and We Sell Artificial Grass will advise purchaser if any items are outstanding. We cannot accept liability for items that go missing after delivery.

Exchanges of damaged or faulty goods

In the unlikely event that you receive a damaged or defective item, we’ll be glad to exchange the item for a new one and will cover the associated shipping costs. These items must meet our return criteria of being in a saleable condition upon return to We Sell Artificial Grass. Once the items have been received and inspected by We Sell Artificial Grass, the items that needed to be exchanged will be sent out to the customer. Please email sales@wesellartificialgrass.com within 3 days of receiving your product to begin the process.

Return Shipping

After you’ve submitted a return request to sales@wesellartificialgrass.com, we will send you a PDF of a return shipping label. Please print it out and affix to your package. You are responsible for paying for the return shipping costs. We will deduct the cost of return shipping from your refund. All shipping costs associated with exchanges is at the customer’s expense.

Customised Products

Customised products cannot be returned once they have been dispatched, unless item is proven to be faulty. We also cannot accept returns of any product if it is found that the problems resulted from the product being incorrectly installed/stored/cut by you (the customer).

Shipping Costs

While we strive to have no mistakes, we realize that we are not perfect, and mistakes do happen. If wrong or defective item was shipped, please let us know immediately, and we will correct the situation at our expense. We will send a return label for shipping the incorrect items back to our warehouse and upon receipt of these your replacement items will be issued. Unfortunately, we cannot issue shipping refunds on return items under any other circumstances.

Liability

It will be the responsibility of the purchaser to ensure that all goods are insured once delivered. We Sell Artificial Grass are only responsible for the goods up to the time of delivery. Under no circumstances will We Sell Artificial Grass be liable for any loss or injury attributable to defects in the goods or otherwise in relation to the performance of any contract entered into between We Sell Artificial Grass and the purchaser. Furthermore, the purchaser shall indefinite We Sell Artificial Grass against any claim for such damage, loss or injury made against We Sell Artificial Grass by a third party

Insurance

If you’re shipping an item over £75, consider purchasing shipping insurance to ensure it arrives. We can’t guarantee that we’ll receive your item.

Contact Us

If you have any questions on use to return your item to us, kindly contact us by visiting our CONTACT US page on the website or email us at sales@wesellartificialgrass.com.