Content
Customer Service
Thank you for visiting our site.
The following Customer Service Policy is in plain English to assist you with your transaction and forms part of our Terms & Conditions together with the Privacy Policy.
Personal Details
We do not sell, swap or share any of your personal information with anyone for any purpose other than those involved in transacting and delivering Lawnsmith products and services.
Secure Shop
Our site has an SSL Certificate and is hosted on a secure server. This means that your information is encrypted and cannot be examined, used or modified by us or third parties. In addition and for your security, we do not store your credit or debit card information. Therefore, you will be asked to re-enter your card details for future orders.
VAT
VAT is included in the price of all products and delivery charges. Grass seed is zero rated therefore VAT is not chargeable. Your order receipt will show the VAT charged on your purchases as a separate item.
Order Confirmation
Once your order has been placed you will receive an email receipt of the order. Once the order is approved and ready for despatch you will receive a further email.
Changing an Order
Please email us immediately if you decide to amend an order. Include your order number, name and if possible a contact number. We will put your order on hold until changes are agreed.
Items on Back Order or Out of Stock
If an item is noted as on 'Back Order' it means we expect it to be available by the due date. If we expect to be able to supply the item within 7 working days of your placing an order that has other items in the order then the whole order will be sent when the 'Back Order' item arrives in stock. If the item is expected after 7 days of your placing an order any other products in your order will be sent within 2 - 3 working days and the 'Back Order' item will be sent when it arrives. There is no additional cost.
If an item is noted as 'Out Of Stock' it means we have no idea when it will arrive and suggest you check back periodically to see if the situation has changed. Alternatively you can register as a MyLawnsmith member and by checking the 'Product Updates' box you will be sent an automatic update when 'Out of Stock' items become available.
Damaged or Incorrect Goods
You must inspect and report by email any damage to goods or errors within 24 hours of delivery. We are then only too happy to take appropriate steps to collect and replace at no charge.
Cancellations
You may cancel your order at any time up to 7 working days after the day on which the goods were received. This must be in writing by email. If your cancellation is received after delivery please see returns below.
On rare occasions you may need to return an item. We will do everything to assist in this matter but it is your responsibility for ensuring we are notified of this by email any time up to 7 working days after the day on which the goods were received. You then have a further 10 working days in which to return the goods. A full refund will be made, including delivery charges if you have taken reasonable care of the goods subject to the criteria below:- Return Address: Lawnsmith Ltd, 35 Greenside, Walton, Wakefield. WF2 6NN. Returns & Refunds
Returns Label & Form
Refunds will be made promptly and normally within 3 days of receipt and inspection of the returned goods. If you have doubts that goods are suitable for returning please email us prior to returning them.
Guarantees
All our equipment and safety products carry a manufacturer’s guarantee. These vary from product to product but have a minimum of 90 days.
Perishables (seed, fertiliser, pesticides) can only be guaranteed as described whilst remaining sealed in their original packaging. Once opened their purity, quality and effectiveness depends on storage conditions being adhered to.
If you have any concerns or problems with goods please email us in the first instance with full details so that the matter may be resolved to your satisfaction.
Delivery Times
We normally dispatch within 1 - 3 working days of your placing an order. Delivery time depends on destination and delivery method. We will send you an email when goods are dispatched advising you of delivery method and when you can expect them. For more detail please read Delivery Charges
Deliveries are Monday to Friday 8am to 6pm except Bank Holidays by carrier and includes Saturday for post or standard parcel service.
Unfortunately deliveries cannot be guaranteed to arrive on certain days or times.
Delivery and Charges
Presently we do not deliver outside the UK or Eire. Please see the Delivery Charges page for prices and options.
Contact Details
Please go to the Contact Us page
Please Note: We are unable to verbally discuss lawn care procedures for individual lawns. If there were several hundred hours in a day we would, but there aren't, sorry. However, should you require individual lawn care advice or need to ask a lawn care question you can do this either through the FREE resource of the Lawnsmith Website or via our Lawnsmith Consulting Services. For assistance with products and product choice, ordering, delivery and amendments etcCustomer Service, Orders & Deliveries
FREE Resource for Practices, Procedures, Methodology and General Advice
- All the advice you could ever need - AskLawnsmith – Lawn Care Advice
- Detailed pdf instructions and downloads - Technical Help
- Frequently asked questions - FAQ's
- Ask your own question - Ask the Lawnsmith
- Guidance month by month - Register for The Lawn Diary
Lawnsmith Consulting Services
We offer an onsite service for individuals throught the UK. As this can often be very costly when taking travel into consideration we can also offer phone consultation. Please contact us by email in the first instance with your approximate requirements and we will be pleased to quote.
