Returns & Refunds Policy
1. Perishable Items (Mushroom Spawn, Mushroom Grow Kits Containing Spawn, Fruiting Blocks, Fresh & Dried Mushrooms)
- Due to the perishable nature of these products, we are unable to accept returns.
- If your mushroom spawn arrives damaged, defective, or not as described, please contact us at hello@urban-farm-it.com within 24 hours of receiving the item. You will be eligible for a replacement or refund if we are notified within this timeframe, along with supporting documentation such as photos of the item and packaging.
- Refunds or replacements will not be issued for reports received beyond the 24-hour window, as the quality of perishable items can degrade rapidly.
- Fruiting Blocks: Once your order is placed, production of the blocks begin immediately. Any amendments to fruiting block orders will incur a fee to cover administrative costs and potential loss of product.
2. Non-Perishable Items (Mushroom Grow Kits with Spawn Voucher, Hydro-Herb Kits, Substrates, Cultivation Equipment)
- Non-perishable items may be eligible for a return or refund within 14 days of purchase, provided they are unopened and in original packaging.
- Any item that arrives damaged or defective must be reported within 24 hours of receipt to qualify for a replacement or refund. Please provide photos of the damaged item and packaging.
- For non-perishable items, customers are responsible for return shipping costs unless the item arrived damaged, defective, or otherwise incorrect.
3. Third-Party Purchases
- We cannot accept returns, refunds, replacements, or exchanges for items purchased through third-party platforms. These must be processed directly with the seller.
4. Refund Process
- Once your return request is approved, refunds will be processed within 14 business days to the original payment method.
- Replacement items will be dispatched within 5 business days of approval.
5. Exchanges
- Exchanges are available for non-perishable items if they meet the return criteria stated above.
- For mushroom spawn or other perishable items, exchanges are only available if the item was received in damaged or defective condition and reported within the 24-hour window.
6. Contact Us
- For all refund, return, or replacement inquiries, please reach out to our customer service team at hello@urban-farm-it.com with your order number, a description of the issue and photos
- To ensure eligibility for a replacement or refund, be sure to include clear photographs and a description of the damage or defect, as well as the postage label(s) on the parcel(s). Reports must be submitted within 24 hours of receipt for all items.
If the returned merchandise does not meet our return conditions we do reserve the right to refuse such returns.
The cost and risk of returning the items to us is your responsibility and returned items should be sent to the following address:
Urban Farm-It
Lower Goldstone Farm
Lower Goldstone
Ash, Kent
CT3 2DT
United Kingdom
To discuss our Returns and Refunds Policy, please contact us on: hello@urban-farm-it.com