Returns Policy

Every roll of artificial grass we supply is cut to the measurements you provide, so it is made to your specification and cannot be resold. For that reason we do not accept returns or offer refunds on cut grass once your order has been placed and confirmed.

This applies to grass supplied by the square metre, to full rolls cut to length, and to any other product cut, trimmed or made to your order.

Use the grass calculator on each product page to check your lengths, widths and waste allowance before you order. If you are unsure about the quantity, our team is happy to check your figures before you complete checkout.

Orders cannot be reduced, altered or cancelled once cutting has begun.

Accessories and stock items that have not been opened, fitted or used may be returned within 14 days of delivery, provided they are in resaleable condition. Return carriage is the customer's responsibility unless the item is faulty.

Items that have been opened, cut, applied or installed cannot be returned.

This policy does not affect your statutory rights. If your delivery arrives damaged, short, or is not what you ordered, contact us within 48 hours of delivery with photographs of the goods and the packaging, and we will replace or refund the affected items.

If a product develops a manufacturing fault within its stated warranty period, we will assess it and, where the fault is confirmed, repair, replace or refund in line with your statutory rights.

If you cancel before your grass has been cut or dispatched, we will refund you in full. Once an order has been cut, it falls within the no-returns policy above.

Delivery charges are not refunded where goods have already been dispatched and the return is not due to our error.

Contact our team through the contact page or by email to hello@londongrass.com, quoting your order number. Please include photographs where relevant so we can deal with the matter quickly.