If you are contacting us because there is a problem with your order, your order was damaged during delivery, or if there is a problem with your Piddle Patch grass, or another Piddle Patch product, please email us as soon as possible upon receipt of your package with:
– your order number
– a description of the issue
– photos demonstrating the problem.
Please note that photos are required for us to investigate and resolve your issue. We are unable to issue refunds or compensation for complaints sent without photographic evidence of the issue. You can email us this information to info@piddlepatch.com.
Cancelling a Piddle Patch grass delivery
You can cancel your order at any time before the order deadline, by logging into the website or sending us an email, to receive a full refund.
Once the order deadline has passed, we cannot guarantee a full refund can be provided as the product will have already been harvested and prepared for your shipment.
The order cut-off time is:
– Monday at 12 noon for dispatch on Wednesday
– Wednesday at 12 noon for dispatch on Friday
– Friday at 12 noon for dispatch on Monday.
You can also check your order confirmation note to verify the shipping date you scheduled at the time of your order.
Due to the perishable nature of the product, once the order has been dispatched, it cannot be cancelled.
If there is a problem with your Piddle Patch grass, please contact us immediately after delivery with your order number, photos and a description of the problem to info@piddlepatch.com
What to do if your product is damaged during transit
If your order is damaged during transit, please accept the delivery and email us immediately at info@piddlepatch.com with your order number, description of the issue, and photographs demonstrating the damage.
Do not refuse the delivery or try to send it back to us as doing so will prevent us from being able to investigate the matter or provide compensation for the damage. We require photographic evidence of the issue in order to resolve the matter.
What to do if you’ve changed your mind about a non-perishable product
You are able to cancel your order and request a refund or exchange if the products have not yet been dispatched, if they are faulty or misdescribed, or if you change your mind within 14 days of placing your order.
If a non-perishable product has already been shipped to you, then you may return them to us if they are in a clean, re-saleable condition. Upon receipt of the product, we will issue you with a refund for the cost of the product, minus the cost of the return shipping.
If you are exercising your right to change your mind on a purchase of a non-perishable item, you must notify us within 14 days of your purchase. We will provide the return shipping label for the return. If the item is faulty or misdescribed, we will pay the return shipping fee. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of the return and this amount will be deducted from your refund on receipt of the product.
Unless a product is faulty, unfortunately, we are not able to provide refunds or exchanges where:
- You have ordered a customised product and the customisation of the product has already taken place at the time you wish to cancel; or
- Products are not returned in a resalable condition, for example, the products have been taken out of the packaging;
- the product is perishable and has already been shipped to you.
We will refund you the price you paid for the products including delivery costs, by the method you used for payment. We may make deductions from the price if the value of the product(s) is reduced by your handling of them.
We will make any refunds due to you as soon as possible but at least within 14 days from the day we receive the products or you notify us that you wish to cancel your order if the products have not been dispatched.