9 Delivery Times and Delivery Delays
We are unable to give a precise delivery time unless it has been agreed in advance. Our standard delivery time is 5 to 7 working days anytime between the hours of 8am and 8pm.
This is not a definitive guide. Please be aware that Fabgrass will not entertain any claim for compensation because of a late delivery, which is handled by a third party carrier and is out of our control. We cannot accept any liability for time or economic loss as a result of, but not limited to; advanced installation bookings, employment holiday, event delay and alike. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the customer has specified the incorrect address or postcode during checkout. If the order must then be forwarded to a new address, a charge for re-delivery will apply and we also reserve the right to deduct any such charge from any refund given should the order be subsequently cancelled.
Special instructions passed directly by yourself to the 3rd party carrier are treated as a non-guaranteed requests and are carried out at the carrier’s own discretion.
Proof of delivery is sufficient evidence to establish that goods have been received.
10 Your Delivery
Due to the size of some delivery vehicles any carriers delivering on our behalf must be informed of any restrictions regarding access. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivery vehicle to gain access to the point of delivery.
Upon delivery it will be necessary for the driver to obtain a signature. Drivers are allocated a maximum of 15 minutes to offload and obtain a signature.
Fabgrass will not accept any claims for compensation arising from non/failed/refused/delayed/returned deliveries by either yourself or the carrier on the basis of being unable to unload to an agreeable location within a 15-minute timescale or are prevented from do so by access restrictions.
Re-delivery or cancellations charges will be applicable when your order is finally delivered or returned to us. Most carriers’ deliver to the curb side immediately adjacent to their vehicle, the driver is not permitted to enter your premises. (The handling of the artificial grass is heavy & the roll cannot be bent, it may be easier to leave it outside until ready to be fitted) This is the case especially if you live in a block of flats or offices, the carriers will only deliver to the ground floor entrance.
11 Failed Deliveries
If for any reason the carrier is unable to deliver. Your order will be returned to the
carrier’s local depot where it will be held for a maximum of 3-5 days, then
automatically returned to us. Charges will apply for re-delivery. Cancellations will be
subject to fees.
If the carrier is able to leave your order with a neighbour or other deemed suitable
party, we cannot be held responsible if the order is left in the wrong location. We
are unable to request the carrier to return and move the items.
12 Damages in Transit
As damages can occur in transit and issues can arise to prevent the delivery that are out of our control, we cannot accept any liability for time or financial loss as a result of, for example but not limited to; advanced fitter booking, employment holiday etc.
These provisions made are by your choice and at your discretion, but do not affect your statutory rights. We would also ask all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will arrange for a replacement item or refund for any incorrect items at no additional cost to you.
If the order you receive has any damage on the exterior packaging you must check the contents and list the damage on the driver’s delivery note, if the words ‘goods delivered in good condition’ are on the delivery form next to your signature they need to be crossed out. If you are at all worried about the goods being damaged, you must sign for the goods as ‘Damaged’ on receipt or refuse delivery. Any damage must be reported to Select Imports within 24 hours of signing. If someone else is signing on your behalf they must be made aware of the above. If the roll is damaged and you have failed to make any attempt to list this on the delivery note, Fabgrass or the carrier cannot be held responsible.
If the customer wishes to return a product within their 7 days statutory rights period a full refund (minus a 3rd party collection charge and cutting fee if applicable) will be issued if the following conditions are met:
• Goods must be rolled/sealed in the original packaging.
• Goods must not have been used, tampered with or fitted in any way
• Goods must be returned in full, including all parts and any free products or documentation.
• In accordance with Distance Selling Regulations, we require an email confirmation that you wish to return your item(s).
18 Collection Charges
We can collect with our carrier and provide you with a refund as long as the item or un-fitted material can still be collected and safely transported back in the original packaging. A charge for collection will be deducted from the refund if the product(s) are untainted and the customer changes their mind. This charge is dependent upon your location and the weight of the product(s).
Please be aware that return 3rd party collection charges are more expensive than original outbound delivery charges. If we have delivered the wrong order to you, or if the products arrived faulty, you will not be charged for the collection. If a product is returned as damaged/faulty by the customer, and upon inspection is found to be undamaged/without fault; we reserve the right to deduct collection charges and cutting fees from your refund.