Refund policy

This policy sets out your rights to cancel your order and to return the Goods ordered to us. 

1. In accordance with the Consumer Contracts Regulations you may cancel your order up to 14 days starting from the first day after the day you have received the Goods. 

2. If you wish to cancel your order after it has been dispatched but before delivery has been made to you, then you will receive a refund for the Goods only and not for the delivery costs already incurred by us. The delivery costs incurred to deliver the Goods to you will be more than you paid at checkout. 

3. If you have purchased Goods in relation to your trade, business or profession and you are not acting as a Consumer then Clause 1 shall not apply. You may only cancel your order in accordance with Clause 5 below.

4. If you are a Consumer and you wish to cancel your order, the following provisions will apply:

(a) To cancel your order please contact Topsoil and More in writing by email at sales@topsoilandmore.co.uk. Any Goods returned to us without first notifying us in writing of your wish to cancel the order will not be accepted;

(b)  All returned Goods must be returned to us in a complete condition, packaged and palleted as delivered to you and in an unused and undamaged condition and you must pay all return delivery charges to return the goods to us;  

(c) Once we have received your written notification that you wish to cancel your order we will refund you the amount you paid for the Goods (excluding all of the delivery costs of your original order, which will be more than you paid at checkout when you originally purchased the goods) as soon as possible and within 14 days of receiving your written cancellation notice upon the condition you have returned the Goods in question to us. All returned Goods must be received by us in the same condition which they were delivered to you. If you fail to return the cancelled Goods or you fail to pay the costs of the return delivery to us we will deduct the direct costs of recovering the Goods from the refund amount due to be paid to you (if there is enough excess to cover the return costs). We will confirm the re-delivery cost back to us once we receive your cancellation notification in writing. Please note that return charges for palletised Goods may be higher than the original delivery charge you paid when you placed the order. 

(d) We will ask you why you wish to cancel your order so we can improve our service and products for our future customers.  

(e) You can always contact us with any return questions you may have at sales@topsoilandmore.co.uk before you commence your return request. 

5. If you wish to return the Goods and you are not a Consumer or because the Goods are faulty or damaged or where Topsoil and More has not supplied the correct Goods to you then you must contact Topsoil and More in writing by email within a reasonable time after discovering the fault or error, and in any event within 7 days of receipt of the Goods.  If you agree to return the Goods to Topsoil and More at our expense you may ask us to send you replacement Goods or to refund you the amount paid by you initially for the Goods, within 14 days. 

6.  We will ask you to send us clear photographs of the Goods and the faults, damage or quality issues claimed so we can improve our customer service and in order to verify any faults, damage or quality issues claimed. 

7. Your rights under Clause 5 shall not arise where any packaging has been damaged in transit but the Goods themselves are undamaged when they reach you. 

8. Please be aware the ongoing condition of the Goods once they have been dispatched by us and received by you will be dependent upon factors beyond our control including (without limitation) weather conditions and unintentional blown seeds or animal and bird carrying of seeds. The condition of the Goods will also depend upon your treatment, care and storage of the Goods after they have been delivered to you. Topsoil and More shall be liable for any failure of the Goods to comply with these Conditions or your statutory rights but we shall not be liable for any defects or faults arising after delivery of the Goods to you which are either due to your failure to care for the Goods or due to external factors beyond our reasonable control. 

9. Please also note the Goods we sell (topsoil, compost, sands, gravels and building aggregates) are all naturally occurring and naturally sourced products and therefore there will inevitably be variations in size, colour, texture and shape from order to order and from the illustrative photographs used on the website. Therefore you will not be able to return the Goods to us for any reasonable variations in appearance or otherwise.

10. Please note we reserve the right to charge a restocking fee for any returned products and this will be confirmed when you commence a return request.