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 & Cookie Policy.
Order Confirmation Changing an Order Back Order or Out of Stock Damaged or Incorrect Goods Cancellations Returns & Refunds Guarantees Delivery & Leave Safe Contact & Customer Service
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 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.
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 correct the problem 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.
Returns & Refunds
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:-
- Equipment and safety products should be unused, in original condition, with their packaging and documents.
- Perishables (seed, fertiliser, pesticides) must remain sealed in their original packaging. Opened packages can suffer moisture penetration and contamination (accidental or otherwise) and cannot therefore be returned.
- You must take reasonable care to ensure returns are not damaged in transit. We recommend you insure goods against this possibility.
- You are responsible for the return delivery cost.
Return Address: Lawnsmith Ltd, 35 Greenside, Walton, Wakefield. WF2 6NN. 
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 2 working days of your placing an order e.g. if you place an order on Monday it will go out at the latest on Wednesday. Delivery is typically next day but may vary due to destination and delivery method.
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.
Leave Safe
Deliveries need to be signed for, but if you want to take responsibility for your delivery being left safely at your address you can use the 'Leave my order safe...' instruction when you fill in your delivery address.
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
