Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be unused and in the same condition that you received it, unless faulty.

To start a return, you can contact us at mycosiauk@gmail.com. Please note that returns will need to be paid for by the customer (unless faulty) and sent to the following address: 2 Spring Street, Derby, DE22 3UF, UK.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at mycosiauk@gmail.com.


Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Workshop and Event tickets 
In the event that we need to cancel a workshop or event, a full refund will be issued to you. Full refund if you cancel with at least 1 weeks notice. Partial refund (50%) if you cancel with 4 days notice. No refund if you cancel with only 48 hours notice.

 

Grow Kits 
Grow Kits may be returned for a free exchange if they have not fruited after all instructions have been correctly followed.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mycosiauk@gmail.com.

 

COMPLAINTS POLICY

1. Introduction

At MycosiaUK CIC, we are committed to providing high-quality products and services, including our mushroom-based products, workshops, and educational sessions. However, we recognize that sometimes things may not go as expected. If you have a complaint, we encourage you to let us know so we can address it fairly and promptly.

 

2. How to Make a Complaint

If you are dissatisfied with any aspect of our service or products, please contact us through one of the following methods:

  • Email: mycosiauk@gmail.com
  • Phone: 07857181646
  • Post: MycosiaUK CIC, 2 Spring street, Derby, DE22 3UF
  • In Person: At one of our market stalls or events (if applicable)

Please provide the following details when making a complaint:

  • Your name and contact details
  • A clear description of the issue
  • Any relevant order details (if applicable)
  • How you would like us to resolve the issue

 

3. What Happens Next?

  1. We will acknowledge your complaint within 5 business days
  2. We will investigate and aim to provide a response within 20 business days
  3. If we need more time, we will keep you updated on the progress.

 

4. Resolving the Complaint

  • If your complaint is upheld, we will take appropriate action, which may include a refund, replacement, or another suitable resolution.
  • If you are not satisfied with our response, you may request a further review, and we will do our best to resolve the issue amicably.

 

5. Escalation

If you feel your complaint has not been handled fairly, you may contact an external body such as Companies House for further advice.

 

6. Continuous Improvement

We value all feedback and use complaints as an opportunity to improve our products and services.

Thank you for helping us grow and serve you better!

 

 

PRODUCT RECALL POLICY

1. Purpose:
The purpose of this Product Recall Policy is to ensure a swift and efficient response to any situation that requires a product recall. Our priority is to protect the health and safety of our customers, maintain brand integrity, and comply with all regulatory requirements.

 

2. Scope:

This policy applies to all products sold by MycosiaUK CIC and is intended to address product recalls due to safety concerns, regulatory issues, or defects that could potentially harm consumers.

 

3. Recall Criteria:

A product may be recalled under the following conditions:

  • Health and Safety Risk: If the product poses a risk to health or safety (e.g., contamination, faulty components, harmful ingredients).
  • Regulatory Compliance: If the product does not meet regulatory or legal standards (e.g., labelling issues, prohibited substances).
  • Defects or Malfunctions: If the product does not perform as expected or has defects that could cause harm or damage.

 

4. Recall Process:

  1. Identification and Evaluation:
    • If a defect, safety issue, or risk is identified, it will be evaluated immediately by MycosiaUK CIC’s team.
    • If necessary, we will consult with experts or regulatory bodies to confirm the need for a recall.
  2. Notification:
    • Customers: Affected customers will be notified via email, phone, or other communication channels, providing details about the recall and instructions on how to return or dispose of the product.
    • Retailers/Distributors: If applicable, our distributors or retail partners will also be notified with clear instructions.
    • Public Communication: In the case of a large-scale recall, a public announcement will be made through our website and social media channels.
  3. Product Removal:
    • Affected products will be removed from shelves, both physical and online, to prevent further distribution.
    • Affected batches will be tracked and segregated to prevent accidental sale or distribution.
  4. Return and Refund Process:
    • Customers will be provided with clear instructions on how to return the product for a full refund, exchange, or replacement.

       5. Corrective Actions:

    • Any root cause analysis will be conducted to determine the cause of the recall, and appropriate corrective actions will be taken to prevent similar issues in the future.

 

5. Customer Support:

For any questions or assistance regarding the recall, customers can contact MycosiaUK CIC at 07857181646 or mycosiauk@gmail.com.

 

6. Record Keeping and Reporting:

  • A record of all recalled products, customer communications, returns, and corrective actions will be kept for a minimum of 3 years.
  • If required, we will notify relevant regulatory bodies and submit detailed reports of the recall process.

 

7. Preventive Measures:

  • To minimize the likelihood of recalls, we regularly perform quality checks.
  • Ongoing training and education will be provided to employees to recognize and report potential product issues early.

 

8. Review and Updates:

This policy will be reviewed annually or after any recall event to ensure that it remains effective and compliant with all legal requirements.