Refunds & Returns Policy
How to return an order, what costs may apply and when your refund will be processed.
Start a ReturnShipping InformationWe offer a 30-day goodwill returns policy for eligible unused goods. Separate statutory rights may apply to eligible consumer purchases.
This policy does not limit your statutory rights.
Last updated: 16 July 2026
Returns at a Glance
30-Day Goodwill Returns
Eligible unused goods can be returned in a resaleable condition within 30 days of receipt.
Consumer Statutory Rights
Nothing in this policy limits any statutory rights that apply to an eligible consumer purchase.
Refund Timing
Refunds are processed after the return is received and checked, subject to the statutory timescales below.
How to Start a Return
- Email us first: contact [email protected] with your name, delivery address and order number.
- Wait for instructions: we will confirm the correct return address and can quote for collection where available.
- Package securely: reuse the original packaging where practical and protect the goods for transport.
- Keep evidence: use a trackable service if arranging your own return and retain proof of postage or collection.
Please do not send goods back without contacting us first, as the correct return location may depend on the product and order.
Change-of-Mind Returns
Our 30-Day Goodwill Policy
- Contact us within 30 days of receiving the goods.
- Goods must be unused and returned in a resaleable condition.
- Original packaging is preferred where practical, but contact us if it is unavailable.
- Return and collection costs normally remain the customer’s responsibility.
Consumer Statutory Rights
Nothing in this policy limits your statutory rights. Where a consumer has a legal right to cancel a distance purchase, any refund will be calculated in accordance with the applicable consumer legislation. These consumer cancellation rights do not apply automatically to business purchases.
Return Costs and Original Delivery Charges
Unless we are required by law to do otherwise, original delivery charges are non-refundable. This includes business purchases, exchanges and change-of-mind returns accepted under our voluntary 30-day returns policy.
- Change of mind: you are normally responsible for the cost of returning the goods.
- Collection arranged by Grassmats: we will confirm the charge before booking it. Once agreed, it may be deducted from the refund.
- Failed collection: a charge may apply where goods are unavailable, inadequately packaged or not ready for the agreed collection.
- Faulty, damaged or incorrect goods: contact us before arranging a return. We will provide the appropriate remedy and cover reasonable return or collection costs where required.
Collection prices can differ from the original delivery charge because carriers may charge more for third-party collections or specialist pallet services.
Condition, Faults and Sale Items
Condition and Inspection
Goodwill returns must be unused and resaleable. Refunds may be reduced where consumer goods have been handled beyond what is reasonably necessary to inspect them.
Faulty, Damaged or Incorrect
Contact us promptly with your order number and photographs where possible. Do not continue installing or using goods if doing so could worsen the issue. We will explain the appropriate refund, repair, replacement or collection process.
Sale and Clearance Items
Sale items have the same statutory rights as full-price goods. A return cannot be based solely on a defect clearly disclosed before purchase, but rights relating to other faults remain unaffected.
Refund Processing
- We will confirm when the return has been received and inspected.
- Where consumer law sets a specific refund deadline, we will process the refund within the applicable legal timescale.
- Refunds are normally made to the original payment method.
- For BACS payments, we may ask for the bank details needed to make the refund.
- After we process a card refund, your bank or payment provider may take a further 5–10 working days to display it.
Contact us if a confirmed refund has not appeared after the expected payment-provider processing time.
Exchanges and Example Refunds
Exchanges
Contact us to request an exchange. We will confirm any price difference, collection cost and delivery charge. Replacement goods are normally sent after the original items have been received and inspected.
How Refunds Are Calculated
Refunds are based on the amount paid for eligible returned goods, less any agreed collection charge . Original delivery charges are not normally refunded.
Goodwill Return Example
For £100 goods plus £20 delivery, with an agreed £25 collection, the refund would normally be £75. If you return the goods yourself, it would normally be £100.
Examples assume the goods are eligible, returned in the required condition and no other deduction applies.
Need Help with a Return?
Email your order number and a brief explanation. For damaged or incorrect goods, attach clear photographs where possible.
Email SalesContact Grassmats
