Returns & Refunds Policy

Returns Policy

At TuGro, we strive to supply high-quality topsoil, compost and landscaping materials that meet our customers' expectations. Due to the nature of our products, we operate a strict no-return policy once materials have been dispatched, delivered or collected.

We encourage customers to carefully review their order, product specifications and quantity requirements before completing their purchase.

No Returns on Delivered Materials

Once a product has been delivered to the address provided by the customer, or collected from our premises, it is considered a final sale and cannot be returned.

We do not offer refunds, exchanges or credits for:

• Excess material ordered by the customer.

• Insufficient quantities ordered by the customer.

• Changes in project requirements after delivery.

• Customer preference regarding colour, texture or appearance where the product is consistent with its description.

• Products that are no longer required.

Due to the risk of contamination, improper storage, mixing with other materials, or deterioration after leaving our control, we cannot accept returned soil, compost, lawn dressing or other landscaping materials.

Natural Product Disclaimer

Many of our products are naturally occurring or recycled materials. As such, variations in colour, texture, moisture content and composition may occur between batches.

For example, twice screened soil is a recycled product and may vary in appearance from one batch to another. Whilst every effort is made during the screening process, small stones, roots, wood fragments or other occurring materials may occasionally be present.

Such variations do not constitute a product fault where the material remains fit for its intended purpose.

Quality Concerns

If you believe a product supplied by TuGro is significantly below the reasonable standard described on our website, or is not fit for its intended purpose, please contact us within 3 days of delivery.

Where a valid quality concern is identified, we may:

• Arrange an inspection of the material.

• Request photographs and supporting evidence.

• Collect samples for assessment.

• Offer a replacement or refund where appropriate.

Any remedy offered will be at TuGro's discretion following investigation.

Reporting an Issue

To report a quality concern, please contact us within 3 days of delivery and provide:

• Your order number.

• Photographs of the material.

• A description of the issue.

• Any relevant supporting information.

Failure to notify us within this period may affect our ability to investigate the matter.

Customers must report any visible damage to bulk bags, pallets or packaging at the time of delivery and note this with the delivery driver where possible.

Contact Us

For any questions regarding your order, please contact:

Email:info@tugro.com

We are committed to providing quality products and excellent customer service and will always endeavour to resolve genuine issues fairly and promptly.