Refunds & returns

Refunds and returns are assessed on a case by case basis. The below terms are a general guideline, however circumstances may vary. Our goal as a reputable vendor is to ensure customer satisfaction. Refunds and returns are done at the discretion of The Mushroom Merchant (the Company). There are several instances in which we will always refund an order. These terms are subject to change. Please fill out the refund and return form below to get started, and a representative will contact you within 1 business day. All returns must be initiated within 30 days of product delivery.

1. Defective Products Only: Returns are exclusively authorized for products rendered defective, contaminated, or damaged upon initial receipt at the designated shipping address. Customers are advised to check all products immediately upon receiving. If contamination or damage is present, please notify the Company immediately and take pictures of the product.

2.  After Delivery: Returns predicated on alternate circumstances, including but not confined to personal preferences, misuse, or post-delivery damage, are categorically prohibited. There are exceptions in certain circumstances which are determined at the Company’s discretion. The Company is not responsible for packages that have been stolen or otherwise damaged or lost after the package has been marked delivered by the carrier. It is the sole responsibility of the Customer to ensure their order is sent to a safe location. Once delivery is confirmed by the carrier, the package is the sole responsibility of the Customer. In the rare event that the Company sends the wrong product that was purchased by the Customer, the Company will immediately mail the correct item for no charge. Wrong selection by the Customer at checkout would be at the cost to the Customer. In all return cases, we do NOT charge a restocking fee.

3. Items Not Received: The Company has extensive protocols to ensure that the Customer receives the correct order every time. All orders are weighed upon receipt by the carrier. These weights match the items in the order. This establishes the weight of the package to help identify any discrepancies. If the wrong item is received, the Company will send the correct item immediately at no fee. Prior to shipment, each order must be signed off by two employees of the Company. All product picking and packing is documented with CCTV and time stamped. This is done as a back up to ensure customers receive all items they have paid for. It allows for quick identification and transparency between the Customer and the Company. If an item is missing from an order, please use the contact form below and the order will be reviewed. If items are missing, the Company will send them immediately. Customers can also inquire by visiting the contact page. This system is in place to protect customers and to provide a clear answer when items do not arrive. Having this system in place allows for easy resolution, and keeps prices low by identifying potential fraud and improves customer experience.

4. Notification and Documentation: Customers must promptly initiate a Returns request within a 30 day timeframe following product receipt. Customers must provide documentation, including a comprehensive description of the defect, contamination, or damage, supplemented by visual evidence, complete order details, and supplementary data as solicited by the Company.

5. Company’s Determination: The Company retains unequivocal discretionary authority in assessing Return requests. The Company may mandate supplementary information and will issue a binding verdict on Returns eligibility. All decisions are final and based on standard business practices in accordance with all local, state, and federal laws.

6. Return Procedure: Authorized Returns necessitate Customers to meticulously adhere to Company-provided instructions regarding secure packaging and shipping. In the case of contamination, damage, defect, or wrong product sent by the Company, the Company pays for return shipping. Upon approval of your refund request, a return shipping label will be generated and emailed to the Customer.

7. Compensation: In the event of an approved Return, compensation, whether in the form of a refund or replacement, shall be determined solely at the Company’s discretion, with considerations encompassing factors such as product availability and the nature of the reported issue