Payments, Warranty & Guarantee
Last updated: 4 October 2026
1. About this policy
This policy explains payment arrangements, cancellation rights and the additional guarantees offered by F.B & Sons, Lawns and Landscapes Limited (company number 13137948; VAT number GB361171325). Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. Our trading and correspondence address is 73A New Road, Rubery, Worcestershire B45 9JT.
It is written for customers buying mainly for personal use. Your accepted proposal sets out your project, price and payment stages. We provide the applicable terms before you commit and a copy you can keep. A later website update does not alter an existing agreement or remove any guarantee already promised. Nothing here restricts your statutory consumer rights.
2. Your consumer rights
We must carry out services with reasonable care and skill and meet the information about the service that forms part of our agreement. Where no price or completion time is agreed, the price and time must be reasonable. Goods we supply must be of satisfactory quality, fit for their agreed purpose and as described.
If a service falls short, you may be entitled to repeat performance at our cost, within a reasonable time and without significant inconvenience. Where that is impossible, or cannot be achieved on those terms, you may be entitled to an appropriate price reduction, potentially up to the full price. Other legal remedies remain available.
For faulty goods, your rights can include rejection and a refund, repair or replacement, or a price reduction, depending on the circumstances. The usual short-term right to reject lasts 30 days, subject to the rules for the goods concerned. Contact us as the supplier: you do not have to rely solely on a manufacturer. A guarantee expiry date is not a deadline for all statutory claims.
3. Prices and payment
Your proposal will identify whether a price is a fixed quotation or an estimate and explain the scope, VAT and any agreed additional charges. We will agree changes to the scope or price with you before carrying out additional work. We do not increase an agreed price merely because our processing costs change.
Unless your accepted proposal specifies another schedule: design and advice fees are payable in full after acceptance and invoice, before work starts; build and maintenance material payments or an agreed deposit are due 14 calendar days before the agreed start, with the balance due on completion. For work booked more than 90 days ahead, or expected to last more than 14 days, a 10% booking deposit is payable on acceptance. This is credited against the project total, not charged on top.
We accept online credit/debit card payments and bank transfer using the details on your invoice. Advance payment does not remove cancellation or refund rights. If an invoice is disputed, tell us promptly so we can investigate; any undisputed amount remains payable. We will contact you about missed payments and allow a reasonable opportunity to resolve them before considering suspension. This policy imposes no automatic consumer late-payment interest or fixed penalty, and an overdue account does not cancel your statutory rights or automatically void a guarantee.
4. Cancelling a distance or off-premises contract
Most consumer contracts agreed online, by telephone or away from our business premises carry a statutory cooling-off right. For a service contract, it normally ends 14 days after the day the contract is made. For a sale of goods, including a qualifying mixed goods-and-installation contract, it normally ends 14 days after delivery; special rules apply to split deliveries. We will give you the cancellation information that applies to your order before you commit. Missing required information can extend the cancellation period.
To cancel, tell us clearly by email, post or telephone using the contact details below. You may use the optional form at the end of this page. You do not need our permission or an acknowledgement for a valid cancellation to take effect. Sending your notice before the applicable deadline is sufficient.
We will only start a service during its cooling-off period at your express request, recorded in a form you can keep where required. If you then cancel, we may charge a proportionate amount for work actually supplied before cancellation only where the legal information and request requirements were met. The right to cancel a service is lost after full performance only if you requested the early start and acknowledged that consequence beforehand.
Certain goods, such as genuinely personalised goods or goods liable to deteriorate rapidly, may be exempt from change-of-mind cancellation. We will explain any applicable exception before purchase. A landscaping project is not automatically exempt simply because it is designed for your garden. Faulty-goods and poor-workmanship rights remain.
5. Refunds, returns and other cancellations
For a valid cooling-off cancellation, we refund payments without undue delay and normally within 14 days of being told, subject to lawful deductions. For goods, we may withhold reimbursement until their return or evidence of dispatch, unless we offered to collect them. The refund includes standard delivery charges, but not the extra cost of a premium delivery option you chose. We use the original payment method unless you expressly agree otherwise, without a refund fee.
Where goods must be returned, send them back within 14 days of cancellation unless we agree to collect. You pay direct return costs only if we told you before purchase; we will explain or estimate the return cost for items that cannot normally be posted. Statutory collection obligations still apply. A lawful deduction may be made for handling beyond what is needed to establish the goods’ nature, characteristics and functioning. These change-of-mind rules do not replace your rights for faulty goods.
Outside a statutory cooling-off right, there is no general right to cancel merely because you change your mind. If you ask to cancel or change the work, any amount retained or charged must fairly reflect our actual direct loss after reasonable steps to reduce it, including savings, supplier refunds and replacement bookings. We will explain the calculation and return any excess payment. There is no automatic forfeiture of the deposit or blanket 50% restocking charge.
Where a statutory price reduction or rejection requires a refund, we pay it without undue delay and within the applicable legal deadline—normally no later than 14 days after agreeing your entitlement. Completed work is not automatically non-refundable. Your rights if we breach the contract remain available.
6. Our additional workmanship guarantee
Alongside your legal rights, we offer a one-year workmanship guarantee from installation completion for workmanship-related problems in our professional services. We will correct covered defects without charge for the necessary labour and materials. Please report a problem during this period so we can inspect it and arrange appropriate remedial work.
The guarantor is F.B & Sons, Lawns and Landscapes Limited, at the trading address in section 1. Our additional guarantees cover the work we supply at your agreed project address in the United Kingdom. You can request a written copy. Any longer or more favourable guarantee agreed for your project continues to apply. The shorter specialist cover described below does not shorten the one-year workmanship guarantee or your statutory rights.
7. Lawns and planting
For newly seeded or turfed lawns, our additional establishment cover runs for 75 calendar days from installation. Subject to appropriate aftercare and suitable agreed growing conditions, we will reseed or re-turf areas that fail to establish within the scope of this cover. Please report problems during that period. We supply seed and turf from certified suppliers and install artificial turf in accordance with the applicable supplier requirements.
Follow the watering, access and maintenance advice provided for your installation, taking account of weather and any lawful water-use restrictions. Ask us if you are unsure. Pests, disease, pet damage, wear or inadequate aftercare are excluded from additional cover only to the extent they caused the problem and it was not due to our goods, advice or workmanship. One dry patch does not automatically cancel every guarantee.
We do not promise that living plants will survive indefinitely. Any separate nursery or supplier guarantee will be identified where available. Plants, turf and other materials supplied by us must still meet statutory quality and description requirements, and our planting and soil-preparation work must meet the required standard.
8. Paving, masonry and other materials
Our additional six-month cover from completion applies to new brick and paving installations where we installed the new concrete base or foundation. It covers defective joints and loose stones or bricks within the agreed installation. We will assess concrete defects and arrange a suitable repair or other remedy; a crack does not have to exceed an arbitrary size before you can report it.
Stone colour, timber grain and other natural features can vary. Expected characteristics and maintenance needs should be explained before agreement. Normal weathering, wear and naturally occurring movement are not necessarily defects, but unsuitable materials, inadequate foundations, poor drainage or incorrect installation are not excluded merely by describing the resulting damage as natural or settling.
Manufacturer guarantees for artificial turf, composite products, suspended paving systems, lighting, pumps and accessories depend on the exact product. We will identify the applicable provider, period, conditions and claim route for your order. Previously promised product guarantees remain binding. If we supplied faulty goods, our legal responsibilities—including necessary remedial costs where required—are not limited to the manufacturer’s cover or to materials alone.
9. Aftercare, site conditions and delays
Please follow reasonable written aftercare instructions and tell us about known access restrictions, buried services and other hazards. We remain responsible for the checks and precautions expected of a competent contractor. We do not exclude all responsibility for damage to unidentified pipes or cables.
Damage caused solely by misuse, third parties, inappropriate chemicals or exceptional external events may fall outside additional guarantee cover. We will consider the cause and explain our decision. These exclusions do not excuse our own defective work or remove legal remedies.
If weather, access or material availability affects the programme, we will tell you promptly and discuss a revised timetable. We do not have an unrestricted right to substitute products, add costs, postpone indefinitely or cancel without consequence. Any lawful cancellation by us will include repayment for goods or services not supplied, without limiting other remedies you may have.
10. Designs, responsibility and insurance
Our original designs, drawings, surveys and reports remain our intellectual property unless otherwise agreed. The agreed design fee includes a continuing licence for the named customer to use the delivered material for the agreed project, including sharing it with contractors working on that project. This does not restrict rights granted by law or any broader written agreement.
We remain responsible for loss or damage where the law makes us responsible. Nothing here excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other liability that cannot lawfully be excluded. Please contact us for current insurance information and certificates relevant to your project.
11. Reporting a problem or making a claim
Email enquiries@fbslandscapes.co.uk, call 0121 339 5070, or write to F.B & Sons, Lawns and Landscapes Limited, 73A New Road, Rubery, Worcestershire B45 9JT. Tell us your name, project address, approximate completion date and what has happened; photographs and an invoice reference help where available. A missing original receipt does not by itself remove your rights if you can otherwise show the purchase.
We will investigate promptly, explain our findings and discuss the appropriate remedy. Please give us a reasonable opportunity to inspect and put matters right where appropriate, while taking reasonable steps to prevent further damage. This does not prevent urgent safety action or other remedies available by law.
If a complaint remains unresolved after our complaints process, we will provide information about an appropriate approved alternative dispute resolution body and say whether we are required or willing to use it. You remain free to seek independent advice or use the courts available to you. This policy does not require binding arbitration.
12. Optional cancellation form
Complete and return this only if you wish to cancel your contract. You may instead send any other clear cancellation statement.
To: F.B & Sons, Lawns and Landscapes Limited, 73A New Road, Rubery, Worcestershire B45 9JT; enquiries@fbslandscapes.co.uk.
I/We give notice that I/We cancel my/our contract for the following goods or services: [describe]. Ordered on/received on: [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Signature of consumer(s) (only if sent on paper): [signature]. Date: [date]. Delete as appropriate.