Last updated May 2018
The Lawn Shop is owned and managed by
The Lawn Company Limited
The Lawn Centre
Unit 8, Pankhurst Farm
T: 0871 234 3482
F: 0871 234 3483
We will do what is expected on the can, getting the products you have ordered out to you within a reasonable time scale, letting you know if there may be a requirement to send an alternative but of equal quality and value product instead, respond promptly to your email or telephone requests as we would like to receive your repeat business and hope that you tell others about us. Failing this, we would expect you to contact our team and have a moan just ahead of us sorting any problem that you may have still unresolved with our level of customer service. We are ISO 9001 Quality Assured and proud of it. Our ISO 9001 Certificate number is GB 5787
We will always look at the items ordered on an order and make an adjustment to the method of shipment and associated costs and reduce the listed Shipping Charge if we are able to, to remain customer focused and show some additional goodwill. Some lighter single item orders (less than 10 Kg) we can post out via Royal Mail but on the whole we charge a flat Courier rate for up to a single 20 Kg item and then a small charge per Kg thereafter on top of this so typically around £9.50 plus VAT for a standard 5 to 20 Kg order with a self calculating charge per additional Kg over the 20 Kg limit. Some liquid items we cannot Royal Mail so they attract the base 20 Kg Courier item as this is the only way we can get them to you. Our Couriers like so may others, are making a 7.25% additional mileage charge which is included in the standard 20 Kg single item cost as fuel prices have gone up considerably and when it reduces, we will reduce the Courier cost accordingly.
Delivery may be included in the advertised product prices or charged independently as advised on the final order and applicable within mainland England, Wales and Scotland. Delivery to Republic of Ireland, Isle of Man, Isle of Wight, Channel Islands and the Scottish Highlands and Isles may be arranged subject to additional delivery charges. We will endeavour to deliver the items on the date requested or within 10 working days from receipt of payment.
Extra delivery charges to remote or outlying areas within the UK mainland may arise, in which case we will agree the charges with you as soon as possible, where applicable. Any times or dates stated on our website or confirmation emails regarding Delivery are estimates only. The Lawn Company Limited will make all reasonable effort to deliver products within the time specified, but does not accept liability for any failure to deliver within that time. Please contact our customer service team for more precise information on firstname.lastname@example.org
Some items we may choose to be set as a direct delivery, direct from our Supplier even if more than one item has been ordered on the order. Whilst we agree to use all reasonable endeavours to ensure that delivery is made around the delivery time indicated, actual delivery is often via third party Suppliers and Carriers and can therefore be beyond our control. Incorrect personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the delivery address and your daytime contact telephone number and e-mail address so we can notify you in the event of a delivery problem.
When the delivery arrives:
Delivery will be deemed as successfully made once the product has arrived at the address specified. A signature may be required for proof of delivery, except where Carriers choose not to use this for their own confirmation. Products may not be left at the delivery address without the Recipient’s permission except where Third Party Suppliers require signed confirmation or the Recipient has expressly requested products not be delivered in their absence. Products will be deemed your responsibility once you, your Agent or the intended Recipient has received them. Any loss or damage to the products shall then be at your own risk. Should delivery be refused or be unable to be made at the delivery address, and re-requested for another date, we may charge for the second delivery, since we met our delivery obligations with the initial delivery attempt. It is the Recipients responsibility to sign for the correct number of packages as shown on the carrier’s delivery note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 7 days of delivery on email@example.com If boxes look damaged on delivery you are responsible to check the contents for damage before accepting and signing the delivery note. Should a product have damage on receipt of the order you are required to sign the delivery note and mark the delivery note stating the damage. Not doing so may affect a subsequent claim.
Cancellation prior to dispatch
You may cancel your order prior to dispatch and receive a full refund.
Cancellation after dispatch but before delivery
If you decide to cancel an order after the products have been harvested or dispatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those products.
Cancellation after receipt of your order
You may return any delivered products you have purchased within 7 working days of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 7 working days of the actual delivery date. If you are returning a product for any reason, except damage or manufacturer defect, you must pay the costs of returning the products to our suppliers or us. On request, we will collect the products from you, but the cost of this will be charged to you and we may deduct this from the refund. We also reserve the right to charge the original delivery charge. If: The Product delivered is not what you ordered, or does not correspond with its description or you have not been prior notified of the need to supply an alternative product of equal or higher quality and value The Product delivered is not of a satisfactory quality The Product arrives damaged or faulty And you have notified us within 7 working days, we may replace the item or affected parts or you may cancel the order and receive a full refund. You will not be charged for the costs of returning the product. If a product arrives in a damaged condition you must make a note on the carrier’s delivery note where possible and inform us in writing via email within 7 working days of the actual delivery date. We will not accept returns or cancellations if the products have been altered in any way. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed they must be returned in the same way. Care must be taken to ensure the return products are packed well to avoid damage or loss of parts in transit.
Refunds will be processed within 30 days. Where exchange rates of currency are involved, the refund will be made in GBP at the current exchange rate. We do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of ordering and the time of issuing the refund.