Returns & Refunds Policy
Updated: January 2025Your satisfaction is our priority. Learn about our returns and refunds policy for fresh mushroom products.
We are committed to delivering the freshest, highest-quality mushrooms to your doorstep. All our mushrooms are harvested within 24 hours of delivery from our trusted grower partners. If you're not completely satisfied with your purchase, we're here to help.
- Products arrived damaged, spoiled, or rotten
- Wrong items delivered
- Missing items from your order
- Product quality does not match description
- Packaging was opened or tampered with
- Change of mind or no longer needed
- Products stored improperly after delivery
- Damage due to mishandling by customer
- Complaints made after 24-hour window
- Products used or partially consumed
⏰ Report Issues Within 24 Hours
You must report any issues with your order within 24 hours of delivery. Claims made after this period cannot be processed.
Inspect Upon Delivery
Check your order as soon as you receive it. Report any visible damage immediately to the delivery partner.
Contact Us Within 24 Hours
If you discover any issues, contact our customer service team immediately with photos and your order number.
Review & Resolution
Our team will review your claim within 4 hours and offer a refund or replacement.
To request a refund or replacement, you'll need to:
- Take clear photos of the damaged, spoiled, or incorrect items. Include photos of:
- The product showing the issue
- The packaging/label
- The overall condition of the delivery box
- Contact us via one of these methods:
- Email: returns@mash.ph
- Phone: +63 917 123 4567
- Contact Form: Visit Contact Page
- Provide the following information:
- Your order number
- Delivery date and time
- Description of the issue
- Photos as evidence
Once your return request is approved, you can choose from the following options:
Full Refund
Receive a full refund to your original payment method within 5-7 business days.
Recommended for major issuesProduct Replacement
Get a replacement of the same product delivered within 2-3 business days at no additional cost.
Fastest resolutionRefund Processing Times:
- • GCash/Maya: 1-3 business days
- • Credit/Debit Card: 5-7 business days
- • Cash on Delivery: Store credit or bank transfer within 5-7 business days
Before Order is Processed: You can cancel your order free of charge if it hasn't been processed yet. Contact us immediately after placing the order.
After Order is Processed: Once your order is with our grower partner or out for delivery, cancellation may not be possible. Contact our customer service team to check if cancellation is still available.
Refund for Cancellations: Approved cancellations receive a full refund within 5-7 business days.
Delivery Delays: If your order is significantly delayed beyond the estimated delivery time, you may be eligible for a refund or credit. Contact us to discuss options.
Force Majeure: We are not liable for delays or non-delivery caused by events beyond our control (natural disasters, severe weather, government restrictions, etc.). We will work with you to find the best solution.
Incorrect Orders: If we sent you the wrong items, we'll send the correct items at no charge and you can keep or dispose of the incorrect items.