Terms & Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Burts Grass' relationship with you in relation to this website.

The term “Burts Grass” or "www.burtsgrass.co.uk" or “us” or “we” refers to the owner of the website, A.E. Burt & Co Ltd whose registered office is Eastmount Road, Darlington, County Durham, DL1 1LA. The term “you” refers to the user or viewer of our website.

The use of this website and purchases made on the site are subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales and specifically the Sale of Goods Act and Distance Selling Regulations.

Please see below for our full terms and conditions of purchase that include information on -

  1. Order processing
  2. Cancellation
  3. Refunds and returns
  4. Delivery
  5. Damages and Shortages
  6. Errors and Omissions

We process orders as they are received on usual working days Monday to Friday between 9.00am and 5.00pm and delivery is usually 2-3 working days.  Where an item is unavailable we will contact you by telephone or email ASAP and offer a date for delivery or a full refund.

We require payment of the whole of the price for the goods that you order before your order can be processed. Payment is made via our secure ordering process that is hosted by one of the market leaders - SagePay.  Once payment has been made we will confirm that your order has been received and will then process the order, you will receive an email to this effect. The acceptance of your order will then only be confirmed once stock availability has been checked and our invoice issued.

Prices quoted on the web site include VAT at the current rate but are subject to a subsidised delivery charge. Quoted prices either on the website or verbally do not form part of a legally binding contract until our acceptance of your order.

Sizes, Specifications and Tolerances

All sizes and specifications are subject to standard industry and manufacturing tolerances.  As a guide cutting sizes are subject to a tolerance of 1.25% and this applies to the width and length of product.  Specifications including pile height are designed as a guide - pile height and total height is measured with the pile pulled straight rather than the way it naturally lies when rolled out and is an approximation.



PLEASE NOTE - you are ordering a bespoke item that is cut specifically for your size to your specification and this can make cancellations and returns difficult.

If you require to cancel an order before delivery let us know as soon as possible. Where the goods have not been cut to your size we can cancel your order and return the full payment via your chosen payment method.

If the goods have been cut we may still be able to cancel the delivery but you will have incurred a bespoke cutting fee.  This bespoke fee will be 25% of the goods order value.  The balance of the account minus the fee will be refunded.

If the goods have been dispatched or within 14 days of receipt of goods you wish to return them then this can be done provided that you pay and arrange the full return shipping costs.  The full value of the original order (including original delivery fee) will be refunded less the bespoke fee as detailed above.

We regret that we cannot accept returns once the item has been cut into or used in any other way unless the product is faulty.

Substitute Goods

If a product is unavailable we will contact you to arrange a full refund or allow you to select a similar product with any difference in price being collected or returned. We do not supply substitute products without your approval.


We try very hard to ensure the colours of the goods shown in photography on this site are as accurate as possible. However, colours may appear slightly different from monitor to monitor. We therefore strongly recommend that you take advantage of our sample service.

If you order different widths or material they may not match exactly when placed side by side as they will have been made at different times.

Property Rights

A.E. Burt & Co Ltd and/or our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website.

The use, download, copying, publishing, transmitting, reproduction or otherwise making available any of the material or content contained on this site for commercial purposes is strictly prohibited.


Delivery is usually 2-3 working days.  We will send an email confirming dispatch the afternoon before delivery is due to take place - this will contain any tracking information required.

Our chosen carriers are national companies and are very reliable. However it is possible for deliveries to be delayed. We can not accept any loss for delayed delivery. Delivery is made to 'kerbside' - this means that you are responsible to take the items from the vehicle that is delivering them. Whilst most drivers are happy to help they are not contracted to do so. If you require the items to be taken into your premises please let us know before you place your order and we can arrange a quote for this service.

Our flat fee delivery is applicable to most UK mainland postcodes - if you do have a Highlands or Islands postcode we will contact you with a quote for the additional carriage that will be incurred.

Damage & Shortages

All deliveries are automatically signed for as "delivered in good condition". If the outer wrapping is damaged/ripped past the last layer before the product please either do not accept the delivery or sign for it as damaged. The delivery company can not accept a "not inspected" signed for statement. If the outer wrapping is damaged it is likely the goods will still be in a suitable condition but we can not accept a claim if the goods are not signed for as damaged. The carrier can not request that you sign for a delivery in good condition if it is damaged.

Any damaged or shortages must be reported to us in writing (email is acceptable) within 7 calendar days of the date of the delivery being received.  We can not accept any claim for damage or shortages after 7 days.


Please note we can only accept a claim for a shortage before the product has been cut into or laid.  Please make sure you check the length before you cut the material.

ERRORS and OMISSIONS - We can not accept any claim for loss due to an error or omission on our part or a technical problem with this website. This includes pricing or quantity errors.

Product Guarantee - All products come with a standard guarantee of 1 year. some are backed up by further manufacturers guarantees for wear, colour retention, etc.  Please ask for details.  Please note all guarantees are subject  to the materials being installed correctly and following our installation and maintenance guidelines which can be found here