CANCELLATION, REFUNDS AND RETURNS POLICY
This policy sets out your rights to cancel your order and return the Goods.
In accordance with the Consumer Contracts Regulations, you have the right to cancel your order at any time from the moment you place your order and up to 14 days from the date you receive your Goods.
If you wish to cancel your order and return the Goods (if received), the following provisions will apply:
- a) you should notify us in writing; by email, or post as soon as possible after placing your order or within 14 days of receiving it.b) in order to improve our customer service we will ask why you wish to cancel the order / return the Goods, although you do not have to tell us.c) Goods (if received) must be returned complete, in an unused and undamaged condition and this must be within 14 days from the date you notify us of your cancellation and intention to return the Goods.
- d) you must cover the cost for returning unwanted Goods.
Order cancellations can be advised by telephone, but we request that cancellations should formally be made in writing by e-mail or letter. Please see our Contact Us page for the relevant contact details.
A refund will be made within 14 days upon receipt of the returned goods provided that the Goods in question are in the condition they were in when delivered to you. We are permitted to reduce your refund to reflect any reduction in the value of the products which are due to the manner in which you have handled them.
If you do not return the Goods delivered to you or you do not pay the costs of delivery we shall be entitled to deduct the direct costs of recovering the goods from the amount to be repaid to you.
If you cancel your order before we dispatch the Goods then the delivery charge would also be refunded to you provided we are given ample notice to cancel any delivery arrangements we have in place with a third party carrier. We will always contact the carrier as swiftly as possible but in the event we are unable to be reimbursed for the scheduled delivery we would refund the cost of the Goods only.
Any refunds will be paid to the payment card used to place the order within 14 days upon receipt of the returned unwanted Goods.
After this period, due to Topsoil being a natural product, we are unable to accept any returns or offer any refunds, except in the case of damaged or faulty Goods.
We endeavour to provide a consistently high quality product and use reliable third party carriers to deliver these products to you but in the unlikely event that the Goods received are damaged or faulty, please contact us as soon as reasonably possible and ideally no longer than 48 hours of receipt of Goods. We will require details of the damage / fault, along with photographic evidence preferably by e-mail so we can resolve any issues as quickly as possible.
If a return for damaged / faulty Goods is agreed by ourselves, please ensure that the order remains in its original packaging and placed on the pallet at the original delivery point for the third party haulier to collect on a mutually agreed date.
Any refunds will be paid to the payment card used to place the order within 14 days upon receipt of the returned damaged / faulty Goods.
Please ensure the Goods are inspected at the time of delivery and before being signed for. We ask that any damage caused in transit is noted on the proof of delivery when the Goods are received as claims for damaged Goods against third party transport carriers cannot be made after the Goods have been signed for as acceptable.