Refund policy

This policy sets out your rights to cancel your Order and return the Goods.
1. In accordance with Consumer Contracts Regulations you may cancel your Order at
any time after you place your Order until the end of fourteen days beginning with the
day after the date on which you receive the Goods.
a) if you wish to cancel your order after despatch, but before Goods have been
delivered then you will receive a refund for goods only, and not shipping costs
already incurred. You will receive an email alerting you once Goods have been
2. In circumstances where Goods are intended for purposes related to your trade,
business or profession and you are not acting as a consumer, clause 1 shall not
apply. You may only cancel your Order in accordance with clause 4.
3. If you cancel your Order and wish to return the Goods under this clause, the
following provisions will apply:
a) to cancel your order you should contact CH1TL in writing, by email
b) in order to improve our customer service we will ask why you wish to return the
c) Goods must be returned complete, packaged and palleted as delivered, in an
unused and undamaged condition;
d) Once you have notified us that you are cancelling your Order, we will repay any
sums paid by you for the Goods (excluding shipping), as soon as possible, and in any
event within fourteen days of receiving your notice of cancellation provided that the
Goods in question are returned by you and received by us in the condition they were
in when delivered to you. If you do not return the Goods delivered to you or do not
pay the costs of return delivery, we shall be entitled to deduct the direct costs of
recovering the goods from the amount to be repaid to you.
Please note that the right to cancel your order under Clause 1 does not apply to
perishable products Turf or “Lawn in a Bag” Topsoil blend.
4. If you wish to return the Goods because they do not comply with these Conditions,
any of your statutory rights, are faulty or damaged, or where CH1TL
has not supplied the correct Goods, you should contact CH1TL using
the details set out in clause 3(a) within a reasonable period of discovering the fault
or error, but in any case, within seven days. If you agree to return the Goods at Ch1
Gardening Indexes expense, you may ask CH1TL to send you
replacement Goods, or to repay any sums paid by you for the Goods within fourteen
a) in order to improve quality control, customer service and to verify any faults or
damages, we will ask you to send us clear photographs of the product(s) and any
faults, damages or issues of quality.
5. Your rights under clause 4 do not arise where packaging has been damaged in
transit but the Goods themselves are undamaged.
6. Turf is highly perishable and, if not laid promptly in accordance with the
instructions given to you by CH1TL may deteriorate rapidly. Where the
Turf is not rolled out immediately in Spring/Summer and within 24 hours in
autumn/winter (or such other timescale as is advised by CH1TL at
time of placing order), CH1TL will not accept responsibility for such
deterioration, and will not accept a return of the Turf due to such deterioration. It is
therefore your responsibility to ensure that you are able to lay the Turf before
agreeing a delivery date.
7. You should also be aware that the ongoing condition of Turf, Topsoil and Compost
will be dependent on factors beyond CH1TL control including
(without limitation) weather conditions or unintended blown or animal/bird carried
seeding, and will also depend on your care of the Turf, Topsoil or Compost after
delivery. While CH1TL shall be liable for any failure of the Turf, Topsoil
or Compost to comply with these Conditions or your statutory rights, you will not be
able to return the Turf, Topsoil or Compost because of any defects arising after
delivery, whether due to your failure to care for the Turf, Topsoil or Compost in the
manner advised by CH1TL or due to external factors.
8. Gravels, turf, topsoil, compost, sand, aggregates, slates, stones, rock salt, logs,
coal, barks and mulches are all naturally sourced products, as such there may be
variations in size, colour, texture and shape from order to order and therefore you will
not be able to return these products for any reasonable variations in appearance or