Guarantee & After-Sales Service

At Mushroom Substrate, we stand behind the quality of our products and are committed to ensuring your satisfaction. Our guarantee and after-sales service policies are designed to provide you with peace of mind when shopping with us. Here’s everything you need to know about how we support you after your purchase.

Product Guarantee

We guarantee that all of our mushroom substrates will arrive fresh, fully hydrated, and in usable condition. Please inspect your mushroom substrate upon arrival and before use. If your product arrives in an unusable condition, we will replace it at no additional cost.

What Products are Covered?

All of our mushroom substrates, grain bags, and grow kits are covered by our guarantee. This means that we will replace any item that arrives in a condition that is not fit for use, ensuring that you can start your cultivation journey without any issues.

What is Not Covered?

Once a substrate has been inoculated, it is no longer covered by our guarantee. Issues that arise after inoculation are typically due to the introduction of contaminants or improper storage. However, we encourage you to reach out to us if you experience any problems, and we will do our best to assist you.

Warranty and After-Sales Service

We are dedicated to providing exceptional after-sales service. If your product is found to be defective upon arrival, we will cover the costs of repair or replacement within 30 days of purchase. This includes reasonable shipping costs for returning the defective product to us.

How to Apply for Warranty Services

If you believe your product is defective, please contact our customer service team at customerservice@mushroomsubstrate.com or call us at xxx-xxx-xxxx. We will guide you through the process of returning the product and arranging for a replacement or repair.

Please note that our warranty does not cover products that have been altered or tampered with by anyone other than Mushroom Substrate. Additionally, our warranty policies may vary depending on state laws, and some limitations may not apply to you.

Warranty Limitations

• 30-Day Limited Warranty: All premade mushroom substrates and media are covered under a 30-day warranty from the date of purchase.
• Regular Usage Check: Our team will examine the situation to ensure that the product was used as intended. We reserve the right to refuse service if fraudulent activity is suspected.

Returns and Exchanges

If you need to return or exchange an item, we’ve made the process simple and straightforward. All you need is your proof of purchase (usually the receipt you received), the item itself, and a return label, which we will provide.

How to Initiate a Return

To initiate a return, please contact our customer service team at customerservice@mushroomsubstrate.com or call us at xxx-xxx-xxxx. We will provide you with a return label and instructions on how to send the product back to us.

Once we receive your returned item, we will process your refund or exchange within 5-7 business days. Refunds will be issued to the original payment method, or you may choose to receive store credit.

Conditions for Returns

To be eligible for a return, the product must be unused, unopened, and in its original packaging. Products that have been inoculated are not eligible for return or refund.

Contact Us

We are here to help with any questions or concerns you may have. Please don't hesitate to reach out to our customer service team for assistance.

Email: customerservice@mushroomsubstrate.com
Phone: xxx-xxx-xxxx
Hours: 8am to 3pm Central Time, Monday to Friday