Refund, Return and Cancellation Policy
1. We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
2. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
3. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
4. Australian Consumer Law
Under the Australian Consumer Law:
4.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled
4.1.1 to cancel the purchase; and
4.1.2 to a refund for the price of the goods; and
4.1.3 compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.
4.2 If the failure with the service does not amount to a major failure, you are entitled to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.
4.3 We offer refunds and replacements in accordance with the Australian Consumer Law.
4.4 The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees that it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
4.5 Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
4.6 If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
4.7 If a product or service which you purchased from us has a failure that does not amount to a major failure (as defined in the Australian Consumer Law), then you may still be entitled to have the goods repaired or replaced.
5. Customer Remorse
5.1 In instances where the product has not been dispatched, we are compliant to accept requests for order cancellation, subject to certain conditions:
• The order does not pertain to customised items for which the manufacturing process has already been initiated.
• The order does not include pre-sterilised bags that are currently undergoing the sterilisation process.
5.2 In situations where you receive the products in the stipulated condition but subsequently reconsider your purchase decision, we may, at our sole discretion, offer a refund or an exchange. This is subject to:
• Our receipt of your notification within 45 days of the product delivery.
5.3 For these returns, customers are responsible for the return. They will need to handle the return shipping themselves.
5.4 The provision of a refund or an exchange is contingent upon the fulfilment of the following requirements:
• The product is returned to us within two weeks from the date of your notification.
• The returned product is in its original, unused condition.
• The product is not a perishable item such as pre-sterilised grains, Substrate, Agar plates, Liquid cultures, or Spawn. Returns for these products due to a change of mind are not accepted.
5.5 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
6. Defective Products
6.1 In the event that the product you ordered has been damaged during delivery:
6.1.1 Please contact us within 1 day from the date of receiving the product and notify us of the damage along with pictures on emma@rockycreekmushrooms.com.au.
6.1.2 Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. You must do so within 45 days of receiving the product(s).
6.2 Customers will receive a return label online within 48 hours of notifying us about the issue. This return label can be easily downloaded and printed. It will facilitate the return process for defective products, making the return process more convenient for customers.
6.3 We will arrange to repair or collect the damaged product and replace it with an equivalent product or to refund it, provided that you have contacted us within 1 day from the date of receiving the product and notified us of the damage along with pictures on info@rootlab.com.au. No charges are levied in case of damaged goods received, and the entire cost, including return shipping, is covered by Rocky Creek Mushrooms.
6.4 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
7. Customer requests
7.1 If the customer requests pre-sterilised grains/ Substrate/ Agar plates/ Liquid cultures/Spawn to be left in a safe place upon delivery, we void all warranty as these products are perishable and susceptible to weather elements like, temperature fluctuation, high heat and rain. We do offer this facility to customers but at their own risk.
7.2 If these items were sent to the post office for collection, your 2-week warranty to notify us of any problem with the bag starts from when these goods were received by the post office for collection and not from the pickup date.
8. Return to sender
If the parcel is sent back to us due to an unknown address/ wrong address format or non-collection of the parcel from the post office. We would charge the customer a shipping again to resend the parcel. The shipping cost will be what we have paid for the parcel regardless of what the original shipping cost may be , We heavily subsidise shipping for our customers and offer a flat fee. When this shipment is redelivered due to customer’s fault we will ask them to pay the original cost that is paid by us. We do not make any money from shipping. We will not be able to send you any pre-sterilised grain/ Substrate/ Agar plates/ Liquid cultures/Spawn as these are considered perishable. upon customer request, we may send it back. Still, we cannot guarantee they would work/or not contaminate as a considerable amount of time may have passed and 2 week’s guarantee on our sterilised product has already passed. Even though the product does not contaminate, the moisture level may diminish considerably in the grain or sterilised substrate bag for it to work effectively.
9. Property not accessible
If our logistic provider could not access your property and the parcel was not delivered to you. It is the customer’s duty to contact the logistic provider and arrange redelivery. We cannot help you in case your property was made inaccessible to them. Some logistic providers offer free delivery, and others charge you. The customer pays these charges. Your warranty period for perishable goods starts from the day when the logistic provider first attempts to deliver the parcel.
Please note some logistic provider also delivers on the weekend, so please make your property accessible.
10. Exceptions
10.1 Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
10.1.1 You misused the said product in a way that caused the problem or did not read and follow the steps outlined in our listings or instruction sheet provided with the product.
10.1.2 You knew or were made aware of the problem(s) with the product or service before you purchased it.
10.1.3 You asked for a service to be done in a specific manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
10.1.4 Any other exceptions that apply under the Australian Consumer Laws
10.2 Shipping Costs for Returns
10.2.1 In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
10.2.2 If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
10.2.3 If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
10.2.4 In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law). You will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
10.3 Response Time
We aim to process any requests for replacements or refunds within 2 days of receipt.
10.4 How to Return Products
10.4.1 You can contact us using the contact email provided at the end of this Policy to discuss a return using the information.
10.4.2 Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
10.4.3 To be eligible for a refund, repair or replacement, you must provide proof of purchase/ Order number.
10.5 Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: emma@rockycreekmushrooms.com.au.
Mushroom Grow Kit FAQ
What is the shelf life of a Mushroom Grow Kit
Heads up, mushroom fans! Your kit's buzzing with life, It is a living culture just waiting to grow.
It's got a two-month "Grow By" date (approx) , So its best to get growing as soon as they are purchased.
But if you need a little extra time, a fridge snooze is okay, just remember, they're happiest when they're bursting forth, not hibernating!
Let the fungi fun begin!
How long can I keep a Grow Kit without starting the growing process?
For optimal outcomes, it's ideal to kickstart your mushroom grow kit right away.
However, we understand that's not always feasible. Whether you're in the growing phase or storing for later, avoid exposing your kit to temperatures exceeding 30°C – they won't be too pleased.
If you need to keep your mushroom kit on standby, tuck it into the fridge. This will lull it to sleep until you're ready to grow or share the mushroom love!
All kits can be chilled except for the Pink Oyster, which doesn't fare well in the fridge!"
How long do my Mushrooms take to grow?
Oyster mushrooms sprout the quickest, usually within 7-14 days, while Lion's Mane mushrooms take a bit longer at 14-21 days.
If you're cultivating different varieties, you'll observe that the Pink Oyster Kit tends to yield mushrooms at a speedier rate as it is a very vigorous grower.
No worries, it's perfectly normal, and your other mushroom kits will catch up soon enough.
How many mushrooms will my kit grow?
Mushrooms can be like mischievous little mystery boxes! They grow at their own pace, so predicting your first feast is a bit like peeking at Christmas presents early.
But fear not, mushroom friend! Your first harvest should be enough to whip up a delicious meal for 1-2 lucky diners.
Each bonus bounty after that might be a little smaller, like the last bite of a yummy cake, but still packed with flavour.
If your mushrooms seem shy and haven't reached the promised land, just shoot us an email with a pic and we'll be your mushroom mentors, happy to help them thrive!
How do I produce more crops of mushrooms?
Oysters:
First things first: Give your hardworking block a break! After those yummy Oysters have been picked, remove any leftover stems and debris and let it chill for a week. Sometimes, it'll magically sprout pins on its own. If so, just watch 'em grow! If not, no worries! Here's the second-crop shuffle:
- Float & Drain: Take the bag out of its box and give it a relaxing overnight soak in a bowl of water, cut side down. In the morning, drain any excess water and wait for those tiny pins to appear – it's time to grow again! This might take a week or two, but patience is a mushroom's best friend.
- Flip Flop Fun: Feeling speedy? After your first harvest, flip the block inside out like a tiny mushroom pancake! This clever trick lets you grow from the other side for a quicker second crop. Boom!
Lion's Mane: Maneuvering the Second Harvest
Your first Lion's Mane bounty was epic, right? Now, let's unlock the second round!
- Turn Turn Turn: Take the block out of its box and, like a master pizza chef, flip it over so the other big side is facing out.
- X Marks the Spot: In the center of this new side, gently cut a small "X". This is your invitation for more Lion's Mane magic to sprout.
- Patience Pays Off: Just like waiting for a good hair day, the second crop will take a couple of weeks to form. And guess what? You can keep repeating this "X-ing" and growing process for even more Lion's Mane goodness!
Important!
Block turning Green or smelling funky? Then I am afraid my friend, our growing here is done.
Something has been introduced to the growing environment which has contaminated your mushrooms and this growing block is best put out to compost.
So there you have it, mushroom mavens! With a little love and these simple tricks, your grow kits will keep churning out delicious fungi feasts. Happy harvesting!
Where do you ship to ?
We ship our grow kits, cultures, dried, powdered and tinctured products Australia wide.
We ship our fresh mushrooms only to the sunshine coast to ensure optimum freshness and product quality.
We do not offer international shipping.
Fresh Mushroom FAQ
Is there a minimum order quantity for fresh mushrooms
For Retail it is 500g for wholesale it is 2kg
Where do you deliver to?
We ship our grow kits, cultures, dried, powdered and tinctured products Australia wide.
We ship our fresh mushrooms only to the sunshine coast to ensure optimum freshness and product quality.
We do not offer international shipping.
when do you deliver
We deliver Fresh Mushrooms on Tuesdays and Fridays. If you're getting a large delivery you can choose to split this over the two days to suit your needs
How are your mushrooms Packaged?
For our retail customers your fantastic fungi is delivered in our climate controlled delivery vehicle snuggled in its own recyclable brown paper packaging
For wholesalers, Your mushroom bounty is snuggled up like VIPs in our climate controlled van, wrapped in their cozy custom boxes.
These boxes are our little eco-warriors, saving the planet one fungi at a time. So, when they arrive, remember: return them on your next delivery, like sending your BFF's favorite sweater back!
We'll give them a little TLC and send them off on another delicious adventure. Why?
Because plastic gets lonely all by itself, and mushrooms deserve the best, naturally!
Think of it as the coolest recycling program ever, fuelled by fungi!
Are your Mushrooms Fresh?
Imagine your fabulous fungi, hand-picked at the peak of their plumpness, hours before they hop on our speedy ride straight to your kitchen! We are a suburb of the Sunshine Coast, so their journey to your table is a quick trip.
Plus, you're cutting out middlemen, meaning less jostling and more freshness.
Why's this a big deal? Well, these gourmet guys are delicate as ballerinas, and keeping them happy from field to fridge is key to their premium quality.
So when you bite into those juicy beauties, savor the taste of local Kiamba grown goodness, Rocky Creek Mushroom care, and a delivery that will leave you saying "Funghi!... that was quick!"
How long do they keep for?
Think of mushroom storage like a fairy tale: some vanish quicker than Cinderella's carriage, while others, like Sleeping Beauty, slumber gracefully for ages. Here's the scoop:
- Cast a chilly spell: All mushrooms thrive in a cool, breezy realm—around 2°C (35°F), to be precise. Think of it as their enchanted forest, where time slows down and flavors stay bright.
- Pink and Gold Oysters (5-7 days): These whimsical wonders are like mischievous pixies, best enjoyed within a few days of their arrival. Keep them in a ventilated container, like a fairy house with open windows, and savour their delicate dance on your taste buds before they vanish like moonbeams.
- White and Blue Oysters (10 days) : These versatile fungi are like the happily-ever-after couples of the bunch, lasting a cozy 10 days in their chilly storage container. Think of them as Snow White and Prince Charming, waiting patiently for their culinary happily ever after.
- King Browns (14 days): These majestic mushrooms are the wise old wizards of the mushroom kingdom, storing their earthy magic for up to 14 days. Tuck them away in their cool, airy castle (aka fridge) and they'll be ready to cast delicious spells whenever you call.
- Lion's Mane (7-10 days): The wisest of sages, Lion's Mane prefers a slightly warmer slumber, around 4°C (40°F). Give it a cozy corner in a ventilated container, and its brain-boosting benefits will stay bright for up to 10 days.
So remember, dear mushroom lovers, the key to preserving their enchanted freshness lies in a delicate balance of chill and air. Treat them with care, and their culinary magic will weave delicious tales for many days to come!
Are all your mushrooms Australian Grown
All the processes to cultivate our mushrooms are conducted by us here at our farm, Rocky Creek Mushrooms, in the Sunshine Coast.
We create our own mushroom spawn and make our own mushroom blocks and grow them in our own specially adapted climate controlled Grow Rooms to supply you with year round Mushroom Magic!
Our mushrooms are 100% Australian grown."
Mushroom Varieties We Grow
-
White Oysters
Think fluffy clouds with a meaty edge! Their flavor whispers of chicken with hints of anise and a slightly smoky undertone, and they're protein powerhouses, making them plant-based champions.
Sprinkle them generously into stir-fries, soups, or even create your own crispy "oyster wings" – these versatile fungi will have you cluck-ing with joy! Just don't overcook as they can get a bit chewy.
-
King Oysters
These regal fungi are steak in mushroom clothing! King Oyster Mushrooms have a dense, chewy texture and a rich, umami flavor.
They are sometimes described as having a nutty or earthy taste, but they are not as strong-tasting as some other mushrooms, such as shiitake or portobello.
They can be sautéed, roasted, grilled, or even made into vegan "scallops"
-
Pink Oyster
Pink Oyster Mushrooms are incredibly versatile in the kitchen and can be used in a wide range of dishes.
Their delicate flavor pairs well with a variety of cuisines, from Asian stir-fries to Mediterranean pasta dishes.
They can be sautéed, roasted, grilled, or even pickled. Their meaty texture makes them a great substitute for bacon or other pork products in vegetarian or vegan dishes.
-
Lions Mane
With its shaggy appearance and delicate flavour Lions Mane Mushrooms add a touch of whimsy and elegance to any dish while offering a multitude of culinary and health advantages.
Use this Mushroom in place of pulled pork or reinvent your meatless burgers
Powder or tincture this mushroom to consume it as a daily health benefit.
-
Giant Pearl Oysters
Characterized by their thick, white stems with a smooth, velvety surface and prized for its rich, umami flavour, with hints of nuts and meat.
They are best enjoyed when cooked to just tender
Their meaty texture makes them a great substitute for beef, pork, or lamb in vegetarian or vegan dishes.
Their rich flavor pairs well with a variety of cuisines.
-
Yellow Oysters
This vibrant yellow mushroom, with its fan-shaped caps and slightly frilly edges, adds a touch of sunshine to any dish.
When cooked, Yellow Oyster Mushrooms develop a subtle, earthy flavour with hints of citrus and anise.
They can be sautéed, roasted, grilled, or even pickled.
Their meaty texture makes them a great substitute for chicken or other poultry products in vegetarian or vegan dishes.