Nature of Our Products

Madre Tierra Setas Exóticas S.L. sells mushroom growing kits. These kits are perishable products of an active biological nature — they contain live mycelium, organic substrates and fungible material that begins its development process from the moment of production and dispatch.

For this reason, and in accordance with Article 103 of the Spanish General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007) and Article 16 of Directive 2011/83/EU, growing kits are expressly excluded from the right of withdrawal as they are goods that may deteriorate or expire rapidly.

Right of Withdrawal — 14-Day Cooling-Off Period (EU)

As a general rule, European regulations grant consumers a 14-day period to withdraw from an online purchase without providing any reason. However, this right does not apply to the growing kits sold by Madre Tierra Setas Exóticas S.L. as they fall within the legal exception for perishable goods or goods that may deteriorate rapidly (art. 103.d of the LGDCU and art. 16.d of Directive 2011/83/EU).

By completing your purchase, you acknowledge that you have been informed of this exception and expressly accept that the right of withdrawal does not apply to these products.

Damage, Defects and Order Errors

Although we do not accept returns on the grounds of withdrawal, we do handle claims for the following reasons:

• The kit arrived visibly damaged during transit.
• The kit showed manufacturing defects or obvious contamination at the time of receipt.
• You received a different product from the one you ordered.

It is essential that you inspect your order upon receipt. If you detect any of these issues, you must contact us within a maximum of 48 hours of receipt at Anna@setasmadretierra.com, attaching:

• Clear photographs of the kit, the outer packaging and the inner contents.
• Your order number or proof of purchase.
• A description of the problem.

We will assess each case individually and, if the defect or error is confirmed, we will offer at our discretion: a replacement product, an equivalent discount voucher or a full refund. We will not process claims submitted after the 48-hour period or without photographic evidence.

Items Not Eligible for Return or Refund

Returns and refunds will not be accepted in the following cases:

• Kits that have been opened, handled or inoculated.
• Kits showing signs of having been incorrectly stored by the customer (inadequate temperatures, exposure to external moisture, etc.).
• Kits for which a claim is submitted more than 48 hours after receipt.
• Kits purchased on sale or through special promotions, unless a manufacturing defect can be demonstrated.
• Gift cards.
• Claims submitted without photographic documentation or without an order number.

Claims Process

To initiate a claim, contact us at Anna@setasmadretierra.com within the stated timeframe. Do not send any product back without first receiving instructions from us — unauthorised physical returns will not be accepted.

If, following our assessment, a physical return of the product is authorised, we will provide you with the return address and corresponding instructions. Return shipping costs shall be borne by the customer, except in cases of our error or a confirmed manufacturing defect.

Refunds

If a refund is approved, we will notify you by email. The refund will be issued to the same payment method used for the purchase within a maximum of 14 calendar days from approval, in accordance with Article 107 of the LGDCU. Please note that your bank or card issuer may take a few additional days to reflect the credit.

If you have not received your refund within 15 business days of approval, please contact us at Anna@setasmadretierra.com.

Contact

For any enquiries regarding returns or refunds:

Madre Tierra Setas Exóticas S.L.
CIF: B76810993
Camino Tazana 25, 38434 Icod de los Vinos, Santa Cruz de Tenerife, Spain
Anna@setasmadretierra.com
+34 637 14 26 56