Terms & Conditions
At iGRASS we aim to give you the best possible value and service at all times.
Our Terms and Conditions explain how we will deal with your order and you should read them carefully. They can be viewed at any time by clicking the Terms and Conditions link at the bottom of each page.
By purchasing through this website you are entering into a legally binding contract with us. This means that you (the Customer) and we (the Supplier) have rights and obligations. If you are unsure of your rights and obligations now or at any time during the contract please seek independent advice.
The information on this website is given in good faith and iGRASS cannot accept responsibility for any loss or damage arising from the information or its use or misuse.
We have a sample request service where our products can be requested and delivered to you to ensure you are buying the right product for your needs.Your consumer rights are different when you buy online to that of a retail store.
If you are under 18, you may use the Website only with the involvement of a parent or guardian.
If you are looking for assistance with a purchase you made online please log in to your account or call our trade line on 08000 884339.
Once you’ve placed your Order, we will acknowledge your Order immediately by email and confirm our acceptance within 48 hours. This is to inform you that we’ve received your Order and one of our agents will be processing it. It doesn’t mean that we have legally accepted your Order and will deliver it. Acceptance of your Order, and the completion of the Contract, will take place when we dispatch the Goods to You (or some of them if we’re delivering in installments).
You are responsible for all activities which occur under your customer username and password, save where such activities occur as a result of our negligence or fault.
The Goods displayed on the Website and information about the Goods and the prices on the Website are an invitation to place an Order only and do not constitute an offer by us to you to purchase the Goods subject to these conditions. When you place your online order you are inviting us to enter into a contract with you to supply the goods you have selected at the price indicated on the website and in your order form. When we receive your order we will send you a confirmation by email to the address you have supplied to confirm receipt and we will pass your order to our warehouse team for processing, after we have confirmed the delivery of goods with you.
We may list availability information for Goods sold by us on the Website, including throughout the Order process but cannot guarantee the availability of Goods listed on the Website.
Acknowledgement of your Order is not a guarantee by us of the availability of the Goods.
If you receive an acknowledgment email or confirmation email for an Order which you did not place, or if the details in the acknowledgment email or confirmation email do not match the Order which you placed, you must contact us to cancel the Order or amend the details.
We do our utmost to ensure that all our web prices and descriptions are accurate and up to date but on rare occasions it is possible that errors may occur. Our trade team will check the details of your order and if we find that there is a pricing or other error we will notify you as soon as possible and give you the choice to proceed with your order at the correct price/specification or to cancel your order and obtain a full refund. If we do not receive a response to this notification within seven days we will cancel the order and issue a refund of your payment.
Online payments may be made by debit or credit card. Payment using a debit or credit card is taken at the time you place your order and is processed using an independent company’s secure payment processing system. We do not have direct access to any of your payment card information.
Price Beating Promise
Price beating promise offer is available in England and Wales only.
Any estimates as to delivery are given in good faith but are only estimates and they are not guaranteed times and should not be relied upon as such. Time is not of the essence of the contract and we will not accept liability for any losses unless we fail to deliver within a reasonable time. If the expected delivery time is likely to, or does, exceed 30 days you will be able to cancel your order if you wish and receive a full refund of the monies you have paid.
Please check that the goods you receive are the ones you ordered, the correct colour and size, and that they are examined for apparent faults or damage at the time of delivery and before installation/assembly. If on inspection you have any doubts please contact us immediately and do not sign for the goods. In all cases genuine complaints will be dealt with in good faith, but your rights may be adversely affected if you do not contact us as soon as possible.
There will be an additional charge for delivery of underlay and shockpad due to product dimensions. Prices on request.
We offer limited deliveries to certain areas of the UK using our standard next day delivery services. If you live in one of these areas, a member of our trade team will contact you to advise you of the delivery options and cost to get the goods to you. A surcharge (to our standard service) may apply or a dedicated courier may be required to deliver.
We aim to reproduce the colours of our products as accurately as possible but please be aware that there may be a variation in shade between the reproduction on your computer monitor or printer and the actual article received. We supply samples of our surfaces to assist you in your buying decision. You are highly recommended to make use of this service before you order.
We quote the nominal sizes for the products we sell. These sizes are approximate and small variations may occur.
You are responsible for ensuring that the quantity of any floor coverings ordered is sufficient for your area. If your area is close to the nominal width of the surface, please allow extra.
The samples provided to you are intended to give a general impression of the colour and pattern. When fitted to a larger space, blends of yarn can have an inherent striped effect, or additional patterns and colours which may not be obvious from the sample. Colours vary from batch to batch and exact matching between separate pieces cannot be guaranteed.
All surfaces are cut at 10cm intervals with a minimum online order length of 1m. All sizes are approximate and within a tolerance of plus or minus 5%.
During transportation and storage the pile will lay flatter. Once the surface is laid out to ‘breathe’ in its new environment and the pile is stimulated during installation, the yarns will better stand up.
Our surfaces are soft and luxurious products and flattening of the pile will occur as a natural result of use over time. A greater degree of flattening will occur with a greater degree of use. Flattening may change the apparent look of the surface, but this is not a fault. Areas where foot traffic twists and turns are especially prone to such changes in appearance. Such changes do not alter the durability of the surface.
All surfaces benefit from the use of a good preparation, ground works (if applicable) and finishing. If inferior preparation, ground works materials or lack of finishing skills and lack of a sand infill, this will result in abnormal flattening of the pile and is not best practice to get the best value from your purchase. For technical advice on fitting please call our trade team on 08000 884339.
We are responsible for ensuring that the goods we supply are of satisfactory quality, conform to the sample and are fit for the purpose for which they are sold. If you choose to buy a product that is not listed for your application on the website, a guarantee will not apply.
The guarantees set out below are provided by iGRASS and are in addition to your statutory rights.
Guarantees For Artificial Grass Range
Our surfaces are guaranteed against product failure through normal use for 5 years. Some surfaces have a shorter guarantee period dependent on pile height, yarn used, and application. Product specific guarantee periods are available on request. No guarantee is offered when a product is not installed as per our fitting guideline and specifications. This guarantee applies to the UK and Ireland only.
If there is genuine problem with your product a case will be opened and will aimed to be resolved as soon as is possible. We will require information from you to process the case and a manager will call you to go through this process so a resolution can be reached. A guarantee claim will never exceed the value of the original purchase nor will include the costs of fitting or any other associated costs.
This guarantee does not cover appearance change, flattening and matting, fading, staining, damage or wear due to abuse, misuse or poor maintenance. The guarantee applies only to the surface as originally fitted and will not apply to surfaces which have been moved, altered or already replaced under the terms of the guarantee. This guarantee is for the original purchaser only and is not transferable.
To make a claim please contact the main office in writing at address below.
After Sales Service
If you require any help after you have made your purchase please contact us by email firstname.lastname@example.org
Cancellations and Returns
The Consumer Protection (Distance Selling) Regulations 2000 (as amended 2005).
By purchasing over the internet or by telephone you are entering into a “Distance Sale”. In addition to your normal statutory rights as a consumer you also have the right to cancel the contract at any time up to seven days after the date your order is delivered to you.
This right does NOT apply to products specifically made to your specifications and this includes our synthetic grass surfaces which have been cut from a roll to your specific order size.
You are under a duty to take reasonable care of the goods until the end of any cooling off period. In order to satisfy this requirement you must ensure that any sealed goods remain sealed until the end of any cooling off period, and they must remain in the same condition as purchased.
If your order has not been delivered and you wish to cancel your order please call our trade department.
If the goods are excluded from your right to cancel (see 3rd paragraph in this section above) we will find out whether or not they have already been cut to your specifications and if not we will accept a cancellation of your order and refund your money. If, however, the product has been prepared for you we will only accept cancellation if we may deduct a proportion of the purchase price from the refund we issue to you to cover the losses we will incur in selling your purchase as a reduced price remnant.
When your goods have been delivered you have a reasonable opportunity to make sure that they are the goods you have ordered. If not you should not cut into, fit, or use them (other than to check whether or not they are the right goods). You should retain the packaging so that this can be reused, if possible, for their return. You will be responsible for the condition of the goods and for their reasonable care whilst they are in your possession. Call our trade department within 48 hours hours of delivery. We will arrange for the collection of the goods without charge and replace with the correct goods.
After this statutory seven day ‘cooling off’ period, you have the protection of your statutory rights. If you are unsure of your rights, please do not hesitate to seek advice from an advisory body.
A complaint is “An expression of dissatisfaction, oral and or written. Justified or not”
If you wish to register a complaint, please view our complaints policy.