Refunds, Returns & Cancellation Policy

This policy sets out your rights to cancel your order and return goods.


  1. Turf is a perishable product which means that if the order is cancelled after it has been harvested, unfortunately we would be unable to offer a refund as turf is likely to deteriorate rapidly once harvested, following collection or delivery.
  2. If you wish to cancel your order of turf before it is harvested, we will refund the full amount within 14 days.
  3. We are unable to accept returns of turf due to the perishable nature of the product.
  4. Turf should be laid in Spring/Summer immediately and within 24 hours in Autumn/ Winter. Don Valley will not accept responsibility for turf which has deteriorated and will not accept this type of return. It is your responsibility to ensure that turf can be laid within the appropriate timescale.
  5. If you are unhappy with the quality of your turf product, you must notify us within 24 hours of collection or delivery.
  6. Turf is a fresh product which means that once it has been laid, there is a need to continue looking after such a product, and it will be affected by a variety of factors beyond our control including weather, soil condition, seeds blowing onto the area, lack of fertiliser etc. It will not be possible to return the turf once it has been laid.

Non-Perishable Goods with the exception of Artificial Grass/Bespoke Grass Seed & Wildflower Mixtures

  1. In accordance with Consumer Contracts Regulations, you may cancel your order at any point after you place the order until the end of fourteen days beginning with the day after the date on which you receive the goods.
  2. In circumstances where your goods are intended for purposes related to your trade, business or profession and you are not acting as a consumer Clause 1 shall not apply.
  3. Goods must be returned complete, unused and undamaged.
  4. If you have notified us that you wish to cancel your order, we will refund you for the goods as soon as possible and at the latest within 14 days, provided that the goods are returned to us in the same condition as delivered. We will not however be able to refund the delivery charge, only the cost of the product.
  5. If you cancel your order and the goods have already been dispatched, we will offer you a refund for the cost of the goods, but we would not offer a refund for the delivery charge. In addition, we reserve the right to charge a further delivery fee for collection of these goods from your delivery address.

Artificial Grass/Bespoke Grass Seed & Wildflower Mixtures

1. Once an order of artificial turf has been ordered and paid, it will be cut to order and despatched as agreed.  Unfortunately, we are unable to refund orders for artificial turf, as they are measured to your specific sizing.

2. If you are unhappy with the quality of your artificial grass product, you must notify us within 72 hours of collection or delivery before any cutting/fitting or gluing has been carried out to the product.

3. Please be aware that artificial grass is a low maintenance rather than a no maintenance product, which must be cleaned on a regular basis to ensure it remains in good condition.

4. Bespoke grass seed and wildflower mixtures cannot be returned as they have been mixed for your specific requirements. 

Need help?

Contact us at for questions related to refunds, returns and cancellations.