Terms & Conditions

See below for information about our terms and conditions

We (Connection Flooring Ltd / Connection Flooring) have made every effort to ensure that the information and content of this website is accurate and up to date. We cannot be held liable for any errors, omissions or changes in price. All products are subject to availability. All images on the website are for illustration purposes only and are intended to give a general guide of how the product may look. The actual product may differ slightly to that in the illustration. All products are usually delivered in rolls, unless stated otherwise. Standard delivery time is 2-5 Working days. A card will be left if no one is home to accept the parcel, and the goods returned to the carrier's local depot to await your contact. We will endeavour to contact you to arrange a suitable day for the delivery if your chosen day is not available, and may also contact you to confirm your chosen date and time if selected in our checkout. All prices are inclusive of VAT unless otherwise stated.

Company Details:

Connection Flooring Ltd. (07924240)
Henson Close, Bishop Auckland, Co. Durham, DL14 6WA
03308 185 550


We have three methods in which you can place your order: Telephone via the number listed onsite, Mail, and Internet. All orders must be paid for in full before they will be shipped or ordered from the manufacturer.

1.1 General Delivery Information
All orders are processed and shipped in the order that they are received. Standard delivery time is 2 to 5 working days. Delivery times may increase around holidays and peak shipping seasons. The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle on both standard and pallet delivery services and regard inside delivery as an extra service cost, it may be necessary for you to assist or move a product into your home. This is the case especially if you live in a block of flats, as carriers will only deliver to the ground floor entrance to the block. If you have alternative delivery requirements, please contact us prior to dispatch of your order. Be sure to include a phone number in case the carrier needs to notify you of something in relation to your arranged delivery. If you need your order to be shipped to an alternative address to the billing address, please specify during the checkout process when the option is available. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the incorrect address has been specified in the checkout by the customer. If the parcel must then be forwarded to a new address, we reserve the right to charge re-delivery / forwarding fees for this service if necessary and also reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.

1.2 Royal Mail Parcels
Items small enough for delivery with Royal Mail are usually delivered by 1st Class post, but please allow up to 2-3 Working days. Samples are delivered by Royal Mail within roughly the same timescales. If your chosen samples are out of stock, we will send all available samples to you and omit the unavailable samples from your request. We would always recommend you request a free sample before you purchase your item. As any cut to size items are bespoke in nature and product images on our websites may vary, it is essential that you see and feel the samples before making your purchase. All of our bespoke items carry a returned ‘cutting fee’ once cut, so please wait until your samples arrive before making your buying decision. Once the order has been paid for, the cutting process begins. At this point, your order will may be liable on cancellation / amendment for any bespoke cutting fees due as per the bespoke cutting fee section of our Terms & Conditions.

1.3 Express 3rd Party Delivery (Monday to Friday - All Day 8am – 6pm):
How are your items delivered?
Artificial grass is delivered on a curb-side 1-man service as standard.

Shipping charges will be added as required in the checkout and any additional surcharges due to your delivery location will also be added at this point prior to completing your order.

Our 1-man service is completed by a 3rd Party Courier where on some heavy items the driver may often require assistance with your order. If this isn’t suitable or you have any special delivery requirements please get in touch with us. In cases where the driver is willing to help you move your items into your home, we cannot be held liable for any scuffs or small scale damage to property. In cases where a driver is willing to help move items up sets of stairs, there may be areas where the items may need to be bent to manouevre them around corners - we cannot be held liable for such bends if this is required to complete delivery and is explicitly requested by the customer.

All orders placed by midnight on any given working day can be delivered as early as 2 Working Days from that day (e.g. Tuesday orders can be delivered by Friday. Friday orders can be delivered by Wednesday). Please see below for a step by step guide to how we process your order. This is not a definitive guide. Please be aware that some orders can be processed much quicker than others, but we will always dispatch for delivery to you where possible on the date you have specified during the checkout. If you need your product sooner, please contact us via telephone and we may be able to offer a speedier service where possible.

Day 0: We receive your order and it is sent across to the warehouse for picking
Day 1: Your order is queued and cut by our precision cutting machines if necessary
Day 2: Your order is checked, packed and dispatched to you
Day 3: Your order is delivered by 3rd Party Courier to your chosen shipping address

*Please Note: Deliveries are to the ground floor as standard, which includes Two Man services. Unfortunately we cannot guarantee an upstairs delivery as none of the Two Man courier firms will arrange this 100% of the time due to health and safety and risk of damage to property by carrying a large item upstairs.

1.4 Offshore / Remote Locations
Please note we do not currently deliver to most offshore or remote locations, including Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland. We reserve the right to cancel any order that is to be delivered in any of these locations. If delivery is available, we will usually add an additional surcharge for this service. Please note: collections from these locations in the event of an order cancellation are also subject to additional charges which will be chargeable prior to delivery or deductible from any associated refunds on cancellation / order amendment.

1.5 Delivery Times and Delivery Delays
The 3rd Party Courier responsible for delivery, will try where possible to deliver on the time and date selected by the customer. In the event that special instructions are given by telephone or e-mail during or after the order has been placed, please be aware that Connection Flooring will not entertain any claim for compensation because of a late delivery, which is due to a third party carrier and is out of our control. Special instructions are a non-guaranteed request and are carried out at the carrier’s discretion. Any claims of this nature should be taken up directly with the carrier.

1.6 Roll Cutting
Orders placed for flooring cut from different rolls / pieces can differ slightly in their colour variation. If you require more than 1 cut that will be joined, please inform us upon placing your order and we will make every effort to ensure cuts are taken from the same roll where possible. This is not a guaranteed service and we cannot be held responsible for slight colour variation which occurs as a result of cuts being taken from different rolls.

1.7 Made to Measure Fee
For goods which are ‘made to measure’ and are cut to your specific size and requirements, we reserve the right on cancellation to deduct a 10% ‘Made to Measure fee’ from the purchase price. This partly offsets the cost of processing and logistics involved in preparing the cut for your order. The ‘Made to Measure fee’ is not applied to goods which have not been cut to order, such as remnants and roll-ends.

1.8 Roll Sizing
The width of your grass will always be specified during the selection process, however on rare occasions the manufacturer’s size may vary by a margin of up to approximately +/- 1%. We would always advise customers to take this into account when deciding on the measurements to purchase. We would always advise that if in doubt, buy slightly more than required rather than being disappointed if your order is slightly shorter than required. We cannot be held responsible for orders which are too short or too long within these standard manufacturing tolerances.

1.9 Cancellation & Refusal
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfill your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the item you need. In the event of these circumstances we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.

1.10 Warranties
Artificial Grass Warranties
This warranty is inapplicable (i) to products used for any purpose other than landscape purposes, (ii) to any damage during or on account of improper handling, storing, transportation, installations or repairs unless the improper conducts are committed by Artificial Grass Company, or (iii) to the extent that any defect or damage is caused by:

  • Burns, cuts, accidents, vandalism, abuse, negligence or neglect
  • Japanese Knot Weed, Bamboo, Mare’s Tail, Tree Root Growth or any other horticultural external influence
  • Wild animal damage including Badgers, Moles, Foxes and any other non-domestic animal
  • Damage from Dogs, Cats, Rabbits or any other domestic pet
  • Reflection from mirrors and/or glass onto the product
  • Subsidence caused by ground movement and/or tree roots
  • Improper design or failure of the sub-base
  • Drainage defects or deficiencies on the sub-base and/or its surrounding area
  • Wear or abrasion caused by an inadequate sub-bas
  • Any harmful chemical reaction to the Product caused by infill materials
  • Use of improper footwear or sports equipment
  • The playing surface being used for the purpose other than for which it was designed and installed
  • Application of improper cleaning methods
  • Use of cleaning chemicals, herbicides or pesticides
  • Forces majeure or other conditions beyond the reasonable control of Grass Direct
  • Post fibrillation after or during installation purposes other than to get the infill materials in place
  • Failure to properly maintain, protect or repair the Products

All products are subject to normal wear and tear. In addition to the factors mentioned above, wear and tear depends on, without limitation, the intensity of use of the product – normal intensity of use is considered to be 30-60 hours of use on average per week with the condition that each player has at least 125 square meters on the field. Grass Direct does not warrant against normal wear and tear. Grass Direct shall not be responsible for any warranty issued or made by the Purchaser to third parties, including, without limitation, any warranty made by the Purchaser with respect to the useful life of the products. The Purchaser should carefully read the latest versions of Grass Direct’s product information materials, literature and recommendations on products maintenance and performance optimization.


2.1 Distance Selling Regulations 2000
You have a right to cancel your order (prior to shipment, see cancellation terms below) for any item purchased on this website, for a full refund. However, if an order has already been shipped and has left our possession, we will require you to pay the associated costs of returning the item to us before we will refund the purchase. Also, under the Distance Selling Regulations, you have 14 statutory working days starting from the working day after you have received your order, to cancel and return the product for a full refund. The product must be unused and in the original packing. If the product has been used (fitting / attempted fitting) or you do not have the packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion, based on the terms of our 100 Day Returns Policy.

2.2 Restricted Access and Delivery Terms
Due to the size of some delivery vehicles, any carriers delivering on our behalf must be informed of any restrictions regarding access for the delivering vehicles. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Connection Flooring Ltd will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or Connection Flooring were not made aware of any points of issue regarding access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer will be liable for all carriage charges. Due to health & safety regulations, upstairs deliveries are at the carrier's discretion and are not guaranteed. This includes (but is not limited to) steps that are immediately outside the premises, which couriers are required to climb in order to gain access to the property. Delivery time scales are approximate; often it can be quicker than stated. However, if delivery takes longer than the time stated we will not entertain any claims for compensation. The delivery guides are rough estimates and the time scales are often out of our control. We will endeavour to notify you if delivery is going to take longer than originally expected and all timed delivery charges will be refunded either partially or in full at our discretion should the delivery arrive considerably later than booked.

2.3 Damage in Transit / Shortages
If the parcel(s) you receive have any damage on the exterior packaging you must check the contents and list the damage on the driver's delivery note, if the words 'goods delivered in good condition' are on the delivery form next to your signature they need to be crossed out also. If you are at all worried about the goods being damaged, you must sign for the goods as ‘Damaged’ on receipt. Any damage must be reported as soon as the customer notices it and no later than 30 days of signing for the goods. If someone else is signing on your behalf they must be made aware of the above. This does not affect your statutory rights and in the event of the goods being faulty, they will be repaired or replaced.

2.4 Delivery Arrangements
The Delivery Arrangements section in the checkout must be completed. If you select that the order can be left with a neighbour or delivered to an alternative address, the person signing on your behalf must be made aware of our terms above regarding damage in transit and shortages. As carriers and delivery drivers are not under our control, we cannot be held responsible for their actions when delivering and if you encounter any problems they must be taken up directly with the carrier. You can also opt for the order to be left in a 'secure location' but only provided that a signed discretionary note is left for the courier to take as proof of delivery. If the order is then left in this location by the delivery driver, and is subsequently stolen, Connection Flooring or the carrier cannot be held responsible for following your instructions. We will always endeavour to deliver at a convenient time for you, but we cannot be held responsible for any delays caused due to events that are out of our control.

2.5 Problems With Your Order
As damages can occur in transit and issues can arise to prevent the delivery that are out of our control, we cannot accept any liability for time or financial loss as a result of, for example but not limited to; advanced fitter booking, employment holiday etc. These provisions made are by your choice and at your discretion, but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item or refund for any incorrect items at no additional cost to you where possible.

Should you wish to contact us via mail, our physical address is :
1a Henson Close, Bishop Auckland, Co. Durham, DL14 6WA.

Website and Social Competitions

This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook or Instagram. You are providing your information to Connection Flooring T/A Grass Direct and not to Facebook. The information you provide will only be used for administering this promotion and contacting the winner. The specified number of winners will be chosen at random from all eligible entries that are submitted by the time noted on each specific Facebook or Instagram post. In event of any dispute the judges decision is final and no correspondence will be entered into.

The winner will be notified via comment on the Facebook or Instagram post unless otherwise noted. Connection Flooring T/A Grass Direct shall have no liability for Winner’s failure to receive notices due to spam, junk e-mail or other security settings or for Winner’s provision of incorrect or otherwise non-functioning contact information. If Winner cannot be contacted, is ineligible, fails to claim the prize within ten business days from the time award notification was sent, or fails to timely return a completed and executed declaration and release as may be required, the prize may be forfeited and an alternate Winner selected. Receipt by Winner of the prize offered in this Campaign is conditioned upon compliance with any and all laws and regulations. ANY VIOLATION OF THESE OFFICIAL RULES BY WINNER (AT Connection Flooring T/A Grass Direct’S SOLE DISCRETION) WILL RESULT IN WINNER’S DISQUALIFICATION AS WINNER OF THE CAMPAIGN, AND ALL PRIVILEGES AS WINNER WILL BE IMMEDIATELY TERMINATED.

See individual Facebook or Instagram post for exact description of prizes. No cash alternatives will be offered. No purchase is necessary to win. Purchase does not enhance the chance of winning. This contest is void where prohibited. Actual/appraised value may differ at time of prize award. The specifics of the prize shall be solely determined by Connection Flooring T/A Grass Direct. No cash or other prize substitution shall be permitted except at Connection Flooring T/A Grass Direct discretion. The prize is non transferable. No substitution of prize or transfer/assignment of prize to others or request for the cash equivalent by Winner is permitted. Acceptance of prize constitutes permission for Connection Flooring T/A Grass Direct to use Winner’s name, likeness, and entry for purposes of advertising and trade without further compensation, unless prohibited by law.

Competitions are open to entrants who are 18 years of age and over and is open to the UK only. This competition is not open to employees of Connection Flooring T/A Grass Direct and their affiliates, agencies, suppliers, sponsors and members of employees’ immediate families.

Finance Disclosure

Connection Flooring Ltd. T/A Grass Direct acts as a credit broker and will introduce you to V12 Retail Finance Limited to complete your application for finance. We may receive a commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out.

We also work with Klarna to provide additional finance options.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay Later 30
  • Pay in 3 instalments

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.