Returns & Refunds
Due to the perishable and biological nature of many mushroom growing products, once grow kits, cultures and substrate products are opened or exposed to air they can no longer be resold or reused, thus we cannot accept returns on those items unless they arrived faulty or damaged. This policy helps protect both product quality and customer safety.
Returns
At MGS we are more than happy to facilitate the return of orders and products for up to 14 days following their receipt, as long as the item(s) are unopened where perishable, and in the same condition they were in when they first arrived with you.
Products that cannot be returned:
- Grow kits that have been exposed (opened) to air
- Grow boxes that have been cut open
- Liquid cultures that have been unsealed / injected
- Substrates that have been opened
- Anything damaged or unable to be resold
Refunds
Once a return has been accepted and received, we'll provide you with a full refund within 14 days of the item(s) reaching us. Refunds will be issued to the original payment method used at checkout and can take 3-10 working days to appear in your bank account, depending on your bank or payment provider.
Gift card refunds will be returned as store credit.
Refund notes:
- Original delivery costs are non-refundable unless the item is faulty or incorrect.
- Partial refunds may be issued where only part of an order is returned or where items are returned incomplete.
- Refunds cannot be issued for items that do not meet the return conditions outlined above.
This policy operates in line with UK consumer protection standards.
If you have any questions about returns or refunds, our team is happy to help - just get in touch here.
Return & Refund FAQs
When will I receive my refund?
When will I receive my refund?
Refunds are processed within 14 days of receiving your returned item(s) and once processed can take 3-10 working days to appear in your bank account, depending on who you bank with - this is something we have no control over.
We will provide a refund as soon as we can, once your returned goods have been inspected.
Refund still hasn't arrived after 10 working days?
Please reach out to us and we'll provide a resolution ASAP.
How will my refund be issued?
How will my refund be issued?
Refunds are always issued to the original payment method used to place your order.
Once processed, the refund should show up in your bank account in 3-10 working days. This timeframe is set by your bank and is outside of our control.
Please note:
- Refunds cannot be issued to a different card or payment method
- We're unable to speed up refunds once they've been processed, as bank processing times vary
Do I need the original packaging to return an item?
Do I need the original packaging to return an item?
Yes. Items must be returned in their original packaging and in the same condition they were received. This helps ensure returned products can be inspected and handled safely, as well as resold once restocked.
Who pays for return shipping?
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless an item is faulty or incorrect.
What if my item arrives damaged or incorrect?
What if my item arrives damaged or incorrect?
If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible with your order number and photos where applicable. We’ll work quickly to resolve the issue.
Can I return only part of my order?
Can I return only part of my order?
Yes, partial returns may be accepted where eligible. Refunds will be issued only for the items returned and approved following inspection.
How do I start a return?
How do I start a return?
To start a return, you can navigate to this page where you can enter your order # and email address / phone number to begin the process. You'll be able to select eligible items and attach photos where required.
An item I received is faulty or incorrect, what should I do?
An item I received is faulty or incorrect, what should I do?
If you receive an incorrect or damaged item, please contact us as soon as you can so that we can put the mistake right. For damaged items, please attach photographic proof to speed up the process.
For incorrect items:
- We'll pay return shipping on the item(s)
- We'll send out the correct item(s) as soon as possible
For faulty / damaged items:
- We'll pay return shipping on the item(s), or ask you to dispose of it/them
- We'll send out a replacement as soon as possible