Returns and Refunds Policy

By purchasing any item from our website, farmers’ markets, social media pages or any other location, you agree to the following Returns and Refunds Policy.

Quality of Fresh Produce

At Mushroom Masters Australia, we pride ourselves in harvesting and hand selecting only the freshest, highest premium quality produce grown for you. It is important to remember that mushrooms are a natural and perishable product that will react to their immediate environment and external weather conditions. Unfortunately once we dispatch our produce, a number of changes in condition may result in their longevity being reduced.

Your air conditioning, extreme heat or changes in temperature may also have an adverse effect on our mushrooms. Unfortunately, while we usually deliver using a chilled delivery system, with all the possible variables, it is difficult for Mushroom Masters Australia to guarantee the produce quality in every case.

Where it is apparent a lower quality of produce has been received and it is due to our error, we will issue a full replacement as soon as possible after being notified and in accordance with the rest of this policy.

24-Hour Returns Policy

On average, if stored correctly, fresh mushrooms should last at least 48-72 hours (for soft/sensitive produce) and three to 5 days for hardier produce.

Should your mushrooms perish within 24-hours of delivery/pick-up and we are satisfied that all care instructions have been followed, Mushroom Masters Australia will be happy to consider an exchange, replacement or credit request.

Mushroom Masters Australia reserves the right to request an inspection in person, via photos, videos or images with our label, packaging, weight and evidence of the original mushrooms being purchased from us. We must verify that it is our product you are trying to return.

Mushroom Masters Australia requires that any dissatisfaction with the freshness of the mushrooms be communicated to us at the time of delivery and/or pick-up. We will inspect the product and you must inspect the product to ensure freshness, suitability and satisfaction. Once you leave our stall or our delivery driver departs, we expect you have had sufficient time to look at the mushrooms, accepted their condition and will store them appropriately.

To assist us in quality control, it is our policy for you to return the original produce in the disputed condition at your own expense. Regrettably, we will not exchange mushrooms for you if the original produce has been disposed of or appropriate evidence of the produce in dispute is unavailable or does not meet our criteria.

We recognise that just as our mushrooms are unique, so too are your requirements. Any concerns surrounding your pre-order, we ask that you please Contact Us to raise your enquiry or discuss concerns in relation to your order before seeking to cancel or change an order. We will either email or call you in response.

Refunds and Credits

Due to the nature of our mushrooms being fresh produce, all claims under this policy REQUIRE SUITABLE EVIDENCE PRIOR TO A DECISION BEING MADE. All customers with valid claims will qualify for a replacement/exchange or store credit when it adheres to our 24-hour Returns Policy (see below).

If the value of your order is below $100, we will offer a credit on your next purchase. If it is above $100, we will keep a $30 administration and delivery/pick-up fee, refunding the balance.

WHEN A STORE CREDIT or REPLACEMENT WILL BE CONSIDERED

Mushroom is visibly slimy or has become overly overripe (subject to individual characteristics).
Mushroom is damaged on arrival/collection or has physically deteriorated within 24 hours at pick-up location or is caused by our delivery drivers at the time of delivery.
For some products, we will only consider replacement/credit when the fruit body is obviously spoiled.
Any evidence we ask for must be provided immediately, a delay of 48-hours or more will mean the claim is not considered.
We take photographs of all our produce prior to delivery and we personally inspect all market bought produce at the time of sale.

WHEN WILL A CREDIT or REFUND BE PROVIDED

When a produce you’ve pre-ordered with us is unavailable from our farm or if we are unhappy with the produce that we harvest.
We will contact you to provide you options on the next step. Usually we will offer you a replacement, store credit or wait until the next fruiting cycle.

WHEN WILL YOU NOT BE GIVEN A REFUND/CREDIT/REPLACEMENT

Delivery/pick-up. If you make an error regarding your selection of delivery or pick-up, and AFTER we make the delivery according to your Order, you will not be given a refund/credit.
Our Order Confirmation email is a contract that you have agreed with your selection of delivery/pick-up.
You can change this more than 24 hours before delivery date with no consequence.
If we have arrived to deliver your order and you require the produce to be delivered to another address, a redelivery fee of $20-30 will be charged or – depending on the distance – we may decline to change the delivery address and leave the matter with you.
Expectation of taste/flavour of produce such as Lion’s Mane, Chestnuts and Enoki will have variances. No mushroom will be 100% perfect or consistent in taste – even when we do our best in harvesting Premium, Class 1 or Export grade quality.
We do not make guarantees on any taste (e.g. sweetness, bitterness), size of individual caps or per centage of yield of any of the mushrooms you purchase. Fungi is a natural product – not made in a factory and some imperfections are normal.
When you have consumed produce in its entirety or more than 20% of its purchased weight.
Without evidence to our satisfaction of your issue.
Change of mind once order has been despatched or picked up.
If you collected your order more than 24 hours after pick-up notification and the produce has deteriorated. You are responsible to pick-up your order in a timely fashion. After 24-hours, we expect the produce to deteriorate and not be as fresh. This will make any disputes difficult to accept.
If the order was due to be picked up, we will make two attempts to contact you for collection. If you fail to respond or attend to collect or pay to deliver your order, we may forfeit your order or an amount of at least 50 per cent of the total amount (whichever is lowest) as administration costs.
Appearance. We harvest our mushrooms for their general quality and grower’s reputation. Ugly, imperfect produce can still be great quality – and helps us reduce wastage on the planet.
Reselling: If you are caught reselling our produce without a prior wholesale agreement with us, we will not provide any refund, credit or exchanges and may take further action if your selling causes any damage to our brand, business, reputation or ability to trade.
Mushroom Masters Australia reserves the right to its final decision including to void all guarantees and agreements based on the dispute resolution process, where we feel our terms and conditions have not been met or where we believe the produce has not been properly stored, refrigerated or handled.

Cancellation Policy

Should you cancel your pre-order 48 hours prior to our concierge purchase or scheduled delivery date, your payment will be refunded minus an administration fee of 25 per cent.

We are unable to cancel orders that are already purchased or prepared and are out for delivery.

Cancellations received after the applicable period stated above (if delivery is on the same day) are void. No refunds or credit will be issued to avoid administrative fee.

Note: Any refunds for orders placed online are credited back to the original card on which the order was purchased, if that form of payment is selected. Refunds for membership purchases may be processed through the original card or bank account transfer only.

Cancellation Policy

Some of our products are supplied by partners in our cooperative. This is done to keep potential environmental waste low, to ensure there is consistency in supply and outcomes. One such product is our home grow kits.

Our home grow kits are clearly marked with the original supplier’s details, website, instructions and other important information you may require if making a claim under this policy.

You must first raise the issue with us via our Contact Us page. If further follow up or referral to the original supplier is required, we will assist you. The supplier will require us to provide proof of sale before any exchange or refund requests are considered.

Our extracts are either purchased in person or delivered by Australia Post. The containers are made from glass and the sealed lids are plastic. The condition of each bottle and seal is checked prior to being packed and sent for delivery. All items sent via Express Post are covered for delivery damage, up to the amount of $100 – that is the total amount of liability the delivery partner will accept and pay.

Once satisfied the damage was the delivery partner’s issue, we will make the claim on your behalf. There can be a delay in their investigation of the claim and Mushroom Masters Australia accepts no liability and offers no compensation for this time. If the delivery partner determines they have no liability and it is appropriate to appeal, we will do so on your behalf, otherwise, we will pass their reasons in full and allow you to make further representations directly with the delivery partner.

Where a delivery partner or you cause a breakage or any other party has caused damage, injury or any other concern, you indemnify Mushroom Masters Australia wholly and absolutely from any liability without any limit. Mushroom Masters Australia advise you to inspect your posted delivery for external signs of damage, leaking, broken glass or any other issue prior to opening the package. If any damage is suspected, please Contact Us immediately and DO NOT open the package.

Feedback

Mushroom Masters Australia takes pride in our produce and we encourage your feedback regardless of what you feel you need to say. We are organic growers and do our best to minimise waste, defects and other anomalies. However, from time-to-time things will happen, deliveries will go wrong, mushrooms will have defects and some other extras may require replacement or refunds.

We will always work with genuine complaints and endeavour to resolve them in a timely manner and without undue hardship to the customer or Mushroom Masters Australia. We are a small family run business and we work hard to ensure only the best produce leaves our urban farm.

If you are concerned about any of our policies, regardless if they appear here, on another webpage or elsewhere in our social media networks, please feel free to Contact Us to discuss your concerns.

We ask that before seeking to leave negative feedback on social media sites, Google and/or other review websites, you provide us with an opportunity to assist you and deal with the matter first. Leaving feedback about a matter we have not been made aware of will trigger an in-kind response and while we will always strive to meet your needs, if unreasonable, unfair or false feedback is left, we will challenge the feedback with the website administrator and in some cases, we may seek removal of false feedback or that which is obviously designed to damage our reputation or appears to be feedback lacking substantial truth or be without reasonable foundation.