Terms of service

Terms and Conditions – Paynes Turf

1. General

In these Terms and Conditions:

“The Company” refers to Paynes Turf, a trading name of PAYNES TURF LIMITED, Hilltop Nurseries Clacton Road, Weeley, Clacton On Sea, Essex, CO16 9DN

“The Customer” refers to any person or entity placing an order with the Company for the purchase of products or services.

“Product(s)” include, but are not limited to, turf, topsoil, grass seed, and bark sold by the Company.

“Delivery” refers to delivery services carried out by the Company or its appointed
subcontractors.

Submission of an order constitutes acceptance of these Terms and Conditions.

2. Supply of Products

Turf is a living and perishable product and must be laid and, if necessary, watered on the day of delivery or collection. The Company accepts no responsibility for deterioration due to delay in laying.

The Customer is responsible for ensuring they are prepared to lay the turf upon delivery. No refund or replacement will be offered due to the Customer’s inability to lay the turf in time.

All Products become the responsibility of the Customer from the moment of delivery or
collection.

Once the product has been delivered or collected, the Company relinquishes all responsibility for its condition. It is the Customer’s sole responsibility to ensure the proper storage, handling, and maintenance of the product’s health and quality from that point forward. The Company does not accept returns or offer replacements after delivery or collection has been completed.

The Company shall not be liable for any loss or damage arising from: The Customer’s failure to correctly care for or lay the turf; External environmental factors, pests (e.g.
leatherjackets), or misuse of the product.

The Company does not accept liability for turf containing leatherjackets, which are a natural occurrence and cannot be prevented due to the withdrawal of approved pesticides. This does not constitute grounds for refund or replacement.

3. Delivery

By placing an order, through any of our ordering methods, the Customer agrees to and accepts the Company’s terms and conditions for delivery.

Deliveries are made on a kerbside-only basis using large vehicles. It is the Customer’s
responsibility to: Ensure suitable access to the property; Inform the Company of any access issues at the time of ordering; Provide a safe and accessible unloading area; Be present or ensure an appointed representative is present at the time of delivery.
Any delivery charges will be clearly communicated at the time of ordering and are
calculated based on the delivery postcode. Delivery to mainland destinations in England, Scotland, and Wales only.

The Company will make every reasonable effort to deliver on the agreed date. However, delays may occur, and the Company will not be held liable for any loss or damages due to late delivery. If access is unavailable or delivery is unsuccessful due to the Customer’s failure to meet delivery conditions, the Customer shall be liable for all associated costs.

The Customer must check the delivery upon arrival and report any discrepancies in
quantity immediately to the driver. After delivery has been completed, the Company shall not be liable for quantity disputes.

4. Collections

The Customer acknowledges that the Company’s premises is a working farm. Entry is at the Customer’s own risk, and the Company will not be liable for any injury, damage, or loss incurred on-site.

All Products must be inspected before loading. Any quantity discrepancies must be reported prior to leaving the premises. No claims will be accepted thereafter.

Products must be paid for in full via debit/credit card or cash prior to loading.

The Customer is responsible for ensuring their vehicle is not overloaded and accepts
liability for any damage caused while on the premises.

5. Cancellations & Order Amendments

The Customer may cancel an order by email to info@paynesturf.co.uk.
Cancellations: Must be made at least 24 hours prior to the agreed delivery date.
Cancellations made less than 24 hours in advance may not be accepted or may incur costs.

Paynes Turf reserves the right to cancel any order. Such cancellation will be confirmed by 3:00pm the day before delivery.

Order amendments must be made before goods are dispatched. Orders cannot be amended after dispatch.

6. Returns & Replacements

Any dissatisfaction or complaint must be reported via email within 48 hours of delivery or collection. If a refund is requested and deemed appropriate, Products must be returned within five working days of the complaint being raised.

Due to the nature of turf and other living products, the Company does not accept returns or offer replacements unless agreed in writing in advance of accepting delivery.
Should a product arrive in unsatisfactory condition, the Customer must: Contact the
Company immediately by phone and email; Not lay or otherwise accept the product if
intending to make a complaint. The Company will investigate any complaint and take appropriate action, at its discretion.

7. Pricing and Payment

All prices quoted are subject to VAT and delivery, unless otherwise specified.
Payments must be made in GBP (Pounds Sterling).

8. Data Protection

The Company takes your privacy seriously and will only use personal data to manage your account and provide the services requested.

No personal data will be shared for marketing purposes outside the Company.
An Information Security Policy is available on request. Please email info@paynesturf.co.uk.

9. Contact Information

For enquiries or further information, please contact us:
Email: info@paynesturf.co.uk
Phone: 01255 830325

This Terms and Conditions document is governed by the laws of England and Wales.