If something is wrong

Returns & Refunds.

If your order turns up damaged or wrong, here is exactly what we will do about it and how to sort it out fast. Or, if the product is covered with EZ-Replacements then it's all mentioned on here too.

Replacements Policy

Damaged Products

If you receive a damaged product, we want to make it right - and damage on arrival is the one case where we also cover the postage on the replacement. Please report the damage within 7 days of receiving your order by getting in touch through our contact page. We'll ask you to provide photos or video of the damage so we can quickly send you a replacement. Please don't throw anything away before taking photos or video as we will not replace without evidence.

Contamination Before Use

We produce and handle our products under strict hygiene measures to ensure they arrive in perfect condition. If something goes wrong with a product marked 'EZ-REPLACEMENT', you don't need to report anything or send anything back: open the EZ-Replacements tab in your account (guests and Privacy Guests have the same tab on their order page - sign in with your secret login code and postcode combo), and the replacement lands in your basket at £0 - no photos, no explanations. For products without the EZ-Replacement mark, please let us know within 7 days of receiving it and provide video evidence. We may ask you to send the product back to us for inspection. If we agree that there is a contamination and it's of no fault of the customer, we'll promptly replace the affected product(s) free of charge.

Contamination of Spawn/Grow Kits After Use

Grow kits carry EZ-Replacement as standard: if something goes wrong, we'll guarantee a free replacement for up to 12 weeks from dispatch - and a used kit is exactly what the guarantee is for, since a kit's failure usually only shows itself weeks into colonising. You do it yourself from the EZ-Replacements tab in your account - guests and Privacy Guests have the same tab on their order page - and it takes all of about 15 seconds. You cover the postage, that's all.

Replacement of Contaminated Spore Syringes

Spore syringes and vials carry EZ-Replacement as standard - even microscopy spores have it (except swabs, prints and wild exotics). No photos and no explanations: open the EZ-Replacements tab in your account or on your guest order page and the replacement drops into your basket at £0. A replacement cannot itself be replaced - one per item, then that one is done.

Additional Terms

The replacement process must be initiated within 12 weeks of the order dispatch. If a claim, a message or an order note tells us the spores have been grown, or describes anything else illegal, EZ-Replacement is permanently void - for every item of every order belonging to that customer - and we will not send a replacement (if we didn't we'd be breaking some serious laws that we aren't going to break for anybody). We reserve the right to change this policy at any time.

Our Refund Policy

Before an order is dispatched

If you change your mind and wish to cancel your order before we send it out, just get in touch quoting your order code. We will refund using the method you originally used to pay for the order and deduct any applicable fees which are detailed below:

Refund to a UK Bank Account

£2 deduction from your refund to cover our business banking transfer fee.

Refund to a Bank Account outside of the UK

£17 deduction from your refund to cover our business banking international transfer fee.

Cash Refund

£7 deduction from your refund to cover the postage cost of sending with Guaranteed Special Delivery. This is the only Royal Mail service which insures monetary contents.

Refunds after an order is dispatched

We do not offer refunds on orders after they have been sent out to you. Anything marked 'EZ-REPLACEMENT' is guaranteed a free replacement through the EZ-Replacements tab in your account or guest order page - that part is never at our discretion. The full policy is at EZ-Replacement. For anything else our replacements policy covers, we will offer you a replacement or a voucher for use on our website depending on the circumstance and at our own discretion.

Refunds on shipping costs

We will not refund the shipping cost paid on any order if the courier is delayed in delivering the package to you.

How we refund Cryptocurrency payments

You will be refunded using GBP as the base currency for the total price of the order, converted into Bitcoin or whichever cryptocurrency you used to pay, at the current conversion rate at the time of the refund. We do this to ensure that the same GBP amount you pay at the time of ordering is returned to you. Due to the volatility of cryptocurrencies, we do not refund at the rate in force at the time of purchase, to protect both you and us from any big fluctuations in the crypto rates (they can sky rocket and drop regularly). This can mean that you receive more or less crypto than what was paid at the time of the order transaction, however the equivalent GBP value of what you paid for your order will always be the same. ------ We reserve the right to change this policy at any time.

Still stuck? Get in touch.