Terms & Conditions

Hello and welcome to The Landscape Factory! We are a family run business with more than 50 years of experience dealing and working with landscaping products. We strive to offer a personal customer service to assist you with your landscaping journey, from start to finish. To help us provide you with the best possible service please read our terms and conditions before placing an order, we are happy to answer any queries you may have, you can email us to discuss these at support@thelandscapefactory.co.uk.

We (The Landscape Factory) have made our best efforts to ensure the contents and information of this website are accurate and up to date. We cannot be held liable for any errors or omissions on our website. Images are for example purposes only and the actual product may look differ slightly in person.

Use of our website

1.1 All images displayed on our website are for demonstrative use only and are only supplied to give an example. They do not provide an exact image of what products will actually look like in real life. We cannot be held liable for any issues caused by products not looking exactly like their images.

1.2 Any information, including prices, which are displayed on our website can be changed at any time without notice. We cannot be held liable for any issues caused through not checking the up to date information displayed at the time of order.

1.3 All contents on thelandscapefactory.co.uk belong to The Landscape Factory and cannot be reproduced without consent.

2 Orders

2.1 Cancelation by us

We reserve the right to cancel your order. This may happen if:

We have insufficient stock to deliver the materials

We cannot deliver to your area

The products were listed at an incorrect price

If we cancel your order, we will notify you via email or the postal address provided. We will credit your account for a full refund as soon as possible. We will not be obliged to pay any additional compensation for disappointment suffered.

3 Products

3.1 Natural Paving:

We take great care in providing the best service we can when dealing with natural products. We always provide the best quality products that we can and have gained great customer satisfaction because of this. However, due to the nature of the product there are some factors we cannot control.

Natural paving is a product which is made directly from natural quarried materials. There can be many different variations amongst paving slabs including colour and texture, even when out of the same pack. The images we provide are only displayed to give a general example of what the products are likely to look like. We can not guarantee the materials you receive will be an exact match, only similar to the colours shown in the images.
If laying multiple packs of paving it is recommended you lay from all packs at the same time to avoid any batch variations amongst packs. Rather than laying one full pack before opening and laying from another.
All natural sandstone may incur natural bumps & rivens of various sizes. There may be slight imperfections which are not favourable. It is advised that any slabs which are not preferred to be set to one side to be used as cuts or to be used in less noticeable areas.
Due to the nature of the product it is possible for stones to be damaged in transit. This is a rare occurrence but please allow 10% of your order to allow for breakages.

Please do not order any natural sandstone if you expect a specific collection of colours and textures to be included. Natural sandstone is product which has to be worked with to overcome its natural ‘flaws’.

3.2 Porcelain Paving

Porcelain paving is a fragile product when being handled. It is possible for breakages and chips to occur during transit. Although this is rare, please allow 10% of your total order for any damages caused during transit.
Porcelain paving is a man made product and have a more consistent look and feel throughout packs compared to natural sandstone. However, it is possible for their to be slight colour and pattern variations from tiles due to batch’s and production methods. If you are laying multiple packs it is advised that you lay from each pack at the same time, as opposed to laying one full pack before opening and laying from the next pack. This is so that any shade variations between packs can be blended in more discreetly.
Porcelain paving is packaged securely and is tightly packed to allow for the best protection. When removing the packaging the porcelain is secured in, there is a high risk of the tiles falling. When unpacking the packs great care is needed to ensure tiles do not fall and break when there straps are being removed. It is recommended two people help to open and remove tiles from the packs. We cannot be held liable for any damages caused from tiles slipping or falling from the pack when being opened.

We cannot be held liable for any damages to materials due to improper laying methods. Please get in touch to discuss any recommended laying procedures.

3.3 Artificial Grass

Artificial grass delivery

Artificial grass is delivered via a 2 man van service. Delivery policy is 'ground floor any room'. As long as access permits, the courier will carry your rolls to your desired destination including rear or front garden. What deems as suitable access is discretionary to the courier. We cannot be held liable for refusal of delivery due to poor access. The courier will contact you prior to delivery to discuss when is best. Any special requirements or access issues must be stated before delivery.

We cannot be held liable if you decide to bend artificial grass in order to transport it to a location and it becomes damaged as a result. For example, to carry it round a tight corner.

Delivery time is 5-7 working days. Shipping times may vary. We cannot be held liable for any time or financial loss due to late delivery. For example, having a fitter booked or taking a holiday from work.

In the unlikely circumstance you are not in to take delivery or delivery can not be completed due to poor access, a £132 fee will apply to re-deliver. The courier will contact you prior to delivery to ensure it is at a suitable time and to avoid any delivery issues.

Out of area post codes will entail extra delivery costs. We reserve the right to cancel an order to any out of area post codes.

Product Damages

We take extreme care in packaging and preparing our products and damages are rare. Any damages must be reported upon delivery. Please check the outside packing to ensure there are no damages. You must write on the drivers delivery note that the goods are damaged if there are any faults noticed. Failure to do so may result in goods being deemed as in good condition.

Refund Policy / Cancelation

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.

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.

Warranty

Please get in touch if you would like to discuss or obtain a copy of your warranty.

This warranty is not valid to products used for any purpose other than landscape purposes. Any damage caused by improper installing, maintenance, handling, storage, transportation or repairs unless they occur by fault of The Landscape Factory.

Warranty is not valid for damage caused by but not limited to any of the following reasons.

Improper installation methods
Damage by pets
Damage by wild animals
Damage by natural horticultural influences (bamboo, Japanese knot weed etc)
Interference from roots and ground movement
Damage by improper use
Damage by improper footwear, for example studs (flat shoes only)
Improper drainage (natural and sub-base)
Moss
Improper infill (see recommended products)
Harmful Weed Killer (recommended PH below 8.2)
Damage from improper cleaning methods
Damage from blades
Damage from glass or any other sharp materials
Burns from ash, bonfires, fireworks
Damage from chewing gum or adhesives
Damage from cars, motorcycles or heavy vehicles

Please get in touch if you are concerned or unsure about what you can use on your artificial grass before ordering.

Tillers Turf

We have carefully chosen Tillers Turf as our Turf supplier as we believe it is some of the finest garden turf available on the market. We receive fresh loads of cultivated turf (grown in Lincolnshire) up to 3x a week. We have over 10 years of experience in the turf supply trade and have a variety of procedures we follow to ensure freshness upon delivery. However, turf is still a living product and is susceptible to natural ageing as soon as it is lifted. Weather conditions as well as other factors outside of our control can dictate the turfs conditions. Even though this is rare we cannot guarantee turf will be free of the following.

Yellowing - the majority of the time our turf is a lush green shade. However, turf can yellow if the turf has contained heat. Yellow turf does not mean the turf is dead and will return to a lush green when watered adequately. We can not guarantee our turf will be a 'perfect' shade of green all of the time.
Fragile - the majority of the time our turf is strong and easy to handle due to Tillers turf being grown on a light sandy loam. However, if weather conditions are not ideal this can cause the turf to be more fragile and parts of the turf may tear if not handled with care. This does not mean the turf can not be laid as no matter how small the teared pieces are they can still be 'pieced' together.
Meadow Grass & other anomaly species - Even though we take meticulous care to control the high grade selection of grass species in our turf we can not guarantee it will be free of meadow grass & other anomaly species.
Mushrooms - It can be common for mushrooms to grow annually in turf. This is a sign that the turf and soil conditions are extremely healthy & fertile. Even though it may be a nuisance it shows the soil is at optimal levels.

Environmental factors when laying turf

Once turf is laid in its new environment it will begin to adapt to its new surroundings. This means that soil quality / levels and other environmental factors can effect the look & livelihood of the turf. It is recommended to have a professional lawn care before & after plan to maintain optimal quality.

Laying turf

Tillers turf is carefully cultivated to a high standard. Grown on nutrient packed soil with proper irrigation management. This allows for a final product that is easy to lay & work with. Even though our turf is of a high standard it is still a natural product which needs to be worked with. We can not be liable for any damages to the turf due to improper laying methods / before & after care.

Adequate Watering - Turf must be watered heavily every day, especially when temperatures are high.
Lay on the day of delivery - It is important that turf is laid on the day you receive your turf. If the rolls are left rolled up for too long they can begin to over heat which can burn and kill the turf.