Refund policy

REFUNDS & OUR GUARANTEE

Our promise, up front. We grow what we sell. Every grow kit is cut weekly from the same commercial crop lines that supply 150+ WA restaurants, and every punnet is harvested to order. If something isn't right, we'll make it right — with a replacement, store credit, or refund.

Your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Fresh mushrooms (punnets, kilos, mixed boxes). Fresh produce is perishable, so we can't accept change-of-mind returns. If your mushrooms arrive damaged or below the quality you'd expect from us, email us within 24 hours of delivery or pickup with a photo — we'll replace them on the next delivery run, credit your account, or refund you. Your choice.

Grow kits — the Yield Guarantee. Our kits are living farm crops, and we back them harder than anyone in the country:

• If your kit fails to produce its first flush despite following the included care instructions (correct temperature range for the species, started on arrival, misted as directed), contact us with a couple of photos of the block. We'll troubleshoot with you first — most "failed" kits just need an adjustment — and if we can't get it fruiting, we'll replace it or refund it.

• And the standing challenge stays: if you find another kit that out-yields ours under the same conditions, we'll refund both orders — and offer you a job.

What the guarantee needs from you: keep the kit within its stated temperature range (each species is different — it's printed on your product page and instructions), start it when it arrives rather than storing it long-term, and send photos so we can actually help.

Dried mushrooms & powders. Unopened dried products can be returned for a refund within 30 days of delivery — contact us first, then post them back to the farm (return postage at your cost). Opened products can't be returned for change of mind, but if anything is faulty, damaged, or not as described, email us within 7 days with a photo for a replacement or refund.

Damaged in transit. If any order arrives damaged, photograph the packaging and the product within 48 hours and email us — we'll sort a replacement or refund and deal with the carrier ourselves. Don't bin the packaging until we've replied.

Wrong item. Entirely on us — we'll get the right one to you at our cost, and you keep or compost the wrong one.

How to make a claim. Email contact@themushroomguys.com.au with your order number and photos. We'll respond within 1 business day. Remedies are replacement, store credit, or refund to your original payment method — refunds are processed within 5 business days of approval.