Refunds & Re-Ship Guarantee
The UK Shroom Bros policy in plain English — what we cover, what we do not, and how to file a claim.
Royal Mail lost or damaged your package
We re-ship at our cost. The moment Royal Mail confirms loss (typically 7 business days past expected delivery without tracking movement), we dispatch a replacement using the original order details. No additional payment, no paperwork from you beyond confirming the address.
For damaged shipments, send a photo of the package and contents to support — we reship the damaged SKUs the same business day. See the shipping policy for transit timeframes and tracking notes.
You received the wrong item
We pick and pack by hand, and humans occasionally pick the wrong jar. If you opened a UK Shroom Bros package and the SKU does not match your order confirmation, email sales@ukshroombros.co.uk with your order number and a photo. We dispatch the correct item the same business day; you can keep, return, or dispose of the wrong item — your call.
You changed your mind before dispatch
Cancel any order that has not yet entered the dispatch queue (typically a 2 to 4 hour window after payment confirmation) for a full refund. Once the package is in Royal Mail custody we cannot intercept — that becomes a return-on-arrival situation, see below.
Return on arrival
Unopened, unbroken vacuum seals can be returned within 14 days of delivery for a 80% store credit (the 20% reflects the per-batch lab testing we cannot legally re-sell against). Email support before returning — we will give you a return address and a reference code.
What is not covered
- Address typos at checkout — once Royal Mail routes a package, the destination is fixed.
- Confiscation by a residence manager, landlord or roommate — your address, your responsibility.
- Subjective experience complaints ("the trip was too intense") — start lower next time, see our cubensis buying guide and per-strain dose charts.
- Opened vacuum seals — for sterility reasons we cannot accept opened product back.
How to file a claim
Email sales@ukshroombros.co.uk with your order number, the issue, and (for damage / wrong item) a photo. Replies come back within one business hour during weekdays. Or hit the contact page for other support channels.