We do not offer direct delivery to service points or post offices; our system, as well as theirs, is not equipped to process orders in this manner, which means delivery cannot be guaranteed.
Please get in touch with us if you’re unhappy with any of our products and we’ll help come to a positive conclusion with you!
Grow Chambers:
Your chamber is protected under a 3 month warranty for any electrical or heating faults. If you believe your chamber to be effected by an issue, please call us on 08009949404 so we can assist you in resetting your chamber and sending out a replacement if necessary. We will not replace a chamber if the fuse has gone, as this is a natural safety mechanism of the tub designed to prevent electrical surges from creating a fire safety issue. We will not replace chambers due to natural wear and tear, i.e., cracks during storage, bent lids, etc.
If your chamber has been damaged during transit you have 14 days to contact us from the point of delivery and we will arrange to send you out a new chamber on the return of the damaged chamber, free of charge.
Heat Mats, Tubes and Lights:
Your equipment is protected under a 3 month warranty for any electrical or heating faults. If you believe your product to be effected by an issue, please call us on 08009949404 so we can assist you in resetting your equipment and sending out a replacement if necessary.
We will not replace a heat mat if the fuse has gone, as this is a natural safety mechanism designed to prevent electrical surges from creating a fire safety issue.
We will not replace your equipment due to natural wear and tear, or due to incorrect settings effecting the integrity of the mat or tube. These heat mats come pre-set to avoid issues such as these, if you would like to change the settings please give us a call so we can assist you in the correct way of doing so.
If your heat mat has been damaged during transit you have 14 days to contact us from the point of delivery and we will arrange to send you out a new heat mat on the return of the damaged heat mat, free of charge.
Substrate:
Our bags of substrate are heated to temperatures that bacteria and fungus could not withstand within our pressure cookers. If you believe contamination to be present, please get in touch with us and send any photos to: [email protected].
We have an in-depth methodology on our product listings on how to grow your own health mushrooms with our kits. If you have not followed them, or the environmental conditions of your substrate is incorrect we will not replace your bags.
If your substrate has been damaged during transit you have 14 days to contact us from the point of delivery and we will arrange a redelivery.
Syringes:
Our syringes are tested on agar prior to leaving us to ensure they’re viable and contaminate free for your studies.
If your spores have been damaged during transit you have 14 days to contact us from the point of delivery and we will arrange a redelivery.
Contamination Policy
If your project has been contaminated, please get in touch with us. Email any photos alongside your enquiry to: [email protected].
Whilst we ensure our products are sterile before they make it to you, we do understand that we are not perfect and mistakes can be made. We track every instance of contamination within our bags and will contact you if there is a trend and issue you a full replacement of your kit.
However, in most instances contamination is caused by the environment surrounding your kit and cannot be fully prevented from entering your project.
Damaged/Missing Goods
If your order has been damaged during transit or have any missing items, you have 14 days to contact us from the point of delivery and we will arrange a redelivery.
Lost Parcel/ Courier Issues
We’ve chosen our couriers to prevent issues from occurring, however understand that they aren’t perfect.
If you believe your items to be lost or if they have delivered your order to the wrong address, please contact us and we will try and retrieve them and get them redelivered. In the event this is not possible, we will resend your goods.
If you believe your parcel to have been stolen please contact the courier. You will be contacted once your order has left us to make it’s way to you, which you can adjust to a time when you’re in or you can get your parcel delivered to a safe place. We will not replace stolen parcels due to these safeguards we have put in place with our chosen couriers.
Change your mind?
You have the right to change your mind concerning your order. Please contact us within 24 working hours for guaranteed cancellation by calling us on 08009949404. If your order has already left us, we cannot refund you until it has returned to us.
If you have received the items and they were not as expected or you changed your mind, as long as they have been unopened and unused we can accept them back.
We have the right to deny re-sends or refunds to customers that become hostile or rude to us. We understand that this process can be frustrating if things go wrong, but we’re here to help and guide you to getting things right! Please treat our small team with respect as we have the right to refuse you service otherwise.
