Terms of service

Last updated: 30/11/2025

These terms cover your use of our website and any order you place with Newcastle Turf. By using the site or ordering from us, you agree to them.

Who we are

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

Products and prices

We try to keep product details, prices and stock accurate, but mistakes can happen. If we spot a pricing or description error after you've ordered, we'll let you know — you can then confirm at the correct price or cancel for a full refund. We do not charge VAT at this time (as of 30/11/2026). Turf is a natural product, so colour, texture and appearance vary, and slight variation is normal.

Ordering

Placing an order is an offer to buy. Your order is accepted when we confirm or dispatch it - note the automated confirmation of your order details is considered confirmation of your offer to buy. We may decline or cancel an order after it is received — for example if we can't deliver to your area or an item is unavailable — and we'll refund anything you've paid or partial refund where suitable and agreed.

Payment

Payment is taken at checkout through our payment provider. We don't see or store your full card details via our website. If you call us by phone and wish to make a verbal payment, we will not record your card details. If you make payment via a payment portal we don't see or store your full card details via these portals. Some payment service providers may allow you to store some or all of your card details at your request. We do not see or store details in these instances.

Delivery and collection

See our Shipping & Delivery policy for areas, minimums, timing and collection. Delivery and collection dates are requested dates only and are not guaranteed. Please measure carefully and order the right amount — use our turf calculator if you're unsure.

Cancellations, returns and refunds

See our Refund Policy. In short: fresh turf and loose materials are cut or loaded to order and aren't refundable for change of mind, turfing deposits are non-refundable, and your statutory rights apply.

Turf laying and other services

Installation work is quoted separately and has its own terms, including a non-refundable deposit. New turf needs proper aftercare — mainly regular and adequate watering — to establish. Once turf has been supplied or laid, how it establishes depends on watering, weather, ground conditions and ongoing care, which are outside our control. Our aftercare guides are considered guides only - they are not guarantees, and are intended to help your freshly laid turf establish well so you can enjoy your garden.

Your responsibilities

It is your responsibility to:

• measure your area and order the correct type and quantity (use our turf calculator, or ask us, if you're unsure) we are happy to guide but the ultimate responsibility for ordering the correct amounts, use and convert measurements is yours;
• make sure the site is suitable, suitably prepared (site preparation for Turf Laying service may not fully apply, consult your estimate and seperate Turf Laying Terms and Conditions) and safely accessible for delivery and for any work we carry out;
• decide whether what you're ordering is right for your intended use;
• be available, or arrange a suitable safe place, to receive your order, agree and consent that we may leave your goods in the nearest suitable location where needed, and or, refuse to deliver your goods where deemed appropriate - re-stocking fees and further delivery fees may be incurred; and
• lay and care for turf promptly, including adequate watering, in line with our aftercare guidance.

We are not responsible for any problems, costs or losses arising from incorrect measurements or information, unsuitable, wet or unprepared ground, poor or unsafe access, your decisions about suitability, or turf that isn't laid or watered in time. Where ground preparation, groundworks or any other work is carried out by you or anyone you arrange, that work and its results are your responsibility.

Liability

We provide our products and services with reasonable care and skill and meet the standards the law requires of us. Beyond that, and to the fullest extent the law allows:

• our total liability to you in connection with any order is limited to the amount you paid for that order;
• we are not liable for any indirect or consequential loss, or for loss of profit, time, opportunity, or any knock-on costs; and
• we are not liable for any delay or failure caused by anything outside our reasonable control, including weather, ground or site conditions, access problems, or the acts of others.

Nothing in these terms limits or excludes any liability that cannot legally be limited or excluded — including for death or personal injury caused by our negligence, for fraud, or under your statutory rights as a consumer.

Changes

We may update these terms from time to time. The version on our site when you order is the one that applies.

Law

These terms are governed by the law of England and Wales.