Refunds and Returns Policy


Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, you must submit a returns request identifying the item and explaining why a refund is being requested. To submit a returns request, log in using your account details and you will find a link to the returns form on the main menu.


Regardless of the criteria listed below, returns will only be accepted if the item is unused, unopened and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Made to order, perishable or organic items such as grain, substrates, substrate ingredients, liquid culture, agar petri dishes and spore syringes cannot be returned unless they are damaged upon receipt and proof of this is provided at the time of delivery, and the courier has also been made aware of the damage.

Items delivered damaged:

We acknowledge that some courier drivers can be careless with packages and that damage can occur in transit. If any item is received in a damaged state a return can be approved provided photographs of the original packaging (inner and outer) are provided, along with photographs of the damaged item itself. Any damage must be reported to us by the end of the working day after delivery for such claims to be accepted.

To complete your return request, we require an order number.

Partial Refunds

There are certain situations where partial refunds may be granted subject to our discretion:

  • Non-sterile working items which have been opened but are returned in unused condition.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Contamination Claims

All materials produced by us such as grow bags, sterilised or pasteurised substrate materials, liquid cultures and spore syringes when made available are processed in sterile working conditions and are almost all made specifically to order. Items such as grow bags and sterilised/pasteurised materials are produced less than 48 hours prior to dispatch, labelled with production date and buyer postcode, then photographed. It is biologically impossible for any of these items to arrive with visible signs of contamination. Bag discolouration caused by sterilisation or internal condensation generated by the same process are not forms of contamination. These items, unless delivered with split packaging, are supplied sterile and no claim for contamination can be accepted. Sterility and contamination subsequent to delivery are entirely the responsibility of the user.

Liquid culture syringes are filled and supplied from our own stocks which are thoroughly tested prior to use or being made available for sale, and are supplied free of contamination. Any contamination which occurs after delivery is the user’s responsibility, so great care should be taken with sterile working techniques.

Non-delivery claims

We can only accept refund claims where a courier accepts that delivery was not made, or not made correctly. It is the buyer’s responsibility to specify at the time of order any special notes relating to delivery. If you are not going to be home at the time of delivery it is your responsibility to specify a neighbour with whom the parcel can be delivered, or a safe place to leave a parcel.


If your return request is approved the buyer is responsible for returning the applicable items to us – receipt for postage or tracking details should be retained in case of non-arrival. A returns code and address will be provided in the approval email. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds

If a refund has been approved and you haven’t received a refund yet, first check your bank account / card account again. Then contact your credit card company / bank, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us by replying to your refund confirmation email.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged as per the above.

Shipping returns

To return your product, you should mail your product to the address provided with your returns authorisation email and proof of posting/tracking details should be retained so that you can claim against your insurer in case of non-arrival. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs charged on your order are non-refundable other than in circumstances where we can make a claim against the courier for damages.