Refund policy

Last updated: 30/11/2025

Here's how we handle cancellations, returns and refunds. Please order carefully — if you're unsure about quantities or anything else, just ask us before you buy.

Changed your mind?

We don't refund for change of mind or over-ordering. We may offer store credit instead, at our discretion (valid 12 months). If we do agree to a refund, we deduct a £25 handling charge plus any card fees we're charged on the order.

Turf, topsoil and loose materials

These are cut or loaded fresh for your order, so once they've been cut, loaded or sent out they can't be returned or refunded. Turf can't be resold once it's been cut, and it's typically cut outside office hours. Please ensure you're happy with no refund when ordering fresh turf. If you need to cancel, we may be able to accept a cancellation in some instances, but all turf orders are considered full and final. Please talk to us if you feel you may need to cancel.

Fencing, sleepers and other stock items

Bought online and changed your mind? Return unused items in resaleable condition within 14 days of getting them and we'll refund the price. You cover the return cost, and we may reduce the refund if items come back damaged or used beyond a normal check.

Made-to-order items

Bespoke sheds, cut-to-size timber and anything made to your spec can't be cancelled or refunded once we've started, as we can't resell them.

If something's faulty or not what you ordered

Tell us and we'll put it right — replacement or refund, at no cost to you. With turf, please check it at the point of delivery and let us know within 24 hours, before you lay it. Turf that dies later from not being watered or laid in time isn't a fault.

Turf laying deposits

Deposits secure your date and cover materials and scheduling, so they're non-refundable. If you cancel, you won't be charged for any work we haven't done.

How to request a cancellation or get in touch

Quote your order number and tell us the problem. A cancellation request needs to be accepted by us before it takes effect.

• Phone: 0191 695 1985
• Email: hello@newcastleturf.co.uk
• Address: Newcastle Turf, Unit 2 Britannia House, Brunswick Industrial Estate, Newcastle upon Tyne, NE13 7BA

Refunds and store credit

Anything we agree is processed within 14 days, to your original payment method (less any charges above) or as store credit. Your bank may take a few more days to show a refund.

None of this affects your legal rights as a customer.