Return Policy

Refund Policy / Cancelation

Returns Policy

We want you to be completely satisfied with your purchase from The Landscape Factory. If for any reason you are not happy with your purchase, you can return it to us within 30 days of receipt for a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that some items, such as custom-made products, may not be eligible for return.

To initiate a return, please contact our customer service team at

support@thelandscapefactory.co.uk.

They will provide you with a returns form and instructions on how to proceed.

Once we receive your returned item, we will inspect it and notify you of the status of your refund or exchange. If your return is approved, we will process your refund or exchange within 14 days of receipt.

Please note that we do not cover the cost of return shipping, unless the item is defective or damaged upon receipt. In this case, please contact our customer service team at

The cost of a return will vary between products. For bigger palletised items the costs can easily extend £60 per pallet. Please get in touch prior to delivery to discuss return costs.

support@thelandscapefactory.co.uk to arrange for a free return.

If you have any questions regarding our returns policy, please contact us at support @thelandscapefactory.co.uk. We are always happy to help.

Artificial Grass

All artificial grass is ‘cut to order’ and are cut to your specific size and requirements, we reserve the right on cancellation to deduct a 50% ‘Cut to order’ fee from the purchase price. This is only applied if the cutting process has started and your item has been cut. This partly compensates the cost of processing and logistics involved in preparing the cut for your order. The ‘Cut to order’ fee is not applied to goods which have not been cut to order, such as accessories. 

We strongly recommend you order a free sample of your desired grass before placing an order. This is so that you can see and feel the physical product to understand and have confidence in what you are purchasing. This will avoid disappointment thus avoiding any 'made to measure' fees we will charge if you wish to return the product. Please note there may be a slight variation from the sample piece to the actual roll that you order. 

You have a right to cancel your order for any item purchased, for a full refund. If an order has already been shipped and has left our possession, you are required to pay the  costs of returning the item to us before we will refund the purchase. This sum is normally around £135. As well as this, under the Distance Selling Regulations, you have 14 statutory working days starting from the working day after your item has been delivered, to cancel and return the product for a full refund. The product must be unused, unopened and in the original packing. If the product has been used or you do not have the packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion.