Our Commitment to Customer Satisfaction:
At Deer Manor Gourmet Mushrooms, we take customer satisfaction seriously. However, given the perishable nature of our produce, we are unable to facilitate returns.
In the rare event that you encounter any issues with your order, please reach out to us promptly at farm@deermanor.co.uk. Your concerns are important to us, we are here to assist you and we pride ourselves on excellent customer service. However, as mushrooms are perishable and grow kits are living, an understanding of reasonableness applies. Please contact us on the day you receive your order so that we can help you. Please email photos along with a brief description of the issue if you can. We aim to respond within one business day.
To uphold the highest standards, we harvest our produce on the day of dispatch and conduct thorough quality checks on all goods before they leave our farm. Perishable goods are sent using Royal Mail’s Tracked 24 service for next day delivery, and non-perishable goods sent using Royal Mail’s Tracked 48 service. Additionally, our packages are labeled as fragile to ensure careful handling during transit. However, we have no control over the handling of goods during transit nor can we control whether the stated delivery time is honoured by Royal Mail. Should anything you purchase arrive damaged, please provide photographs of the box and packaging, along with images of the damaged goods in your email to us.
Issue Resolution
Should any issues arise with your order, please contact us on the day your items are delivered, as verified by the courier’s confirmation. Reach out to us at farm@deermanor.co.uk, including photographs and a brief description of the issue. We aim to respond within one business day and are dedicated to resolving any concerns promptly.
Responsibilities of the Customer
Mushrooms are perishable and must be refrigerated immediately upon delivery. They are not suitable for delayed collection or acceptance, meaning they should be received and cared for on the day of delivery to prevent spoilage. The management of the mushrooms after delivery, including their storage, preparation, or cooking, rests with the customer. Our mushrooms are grown wilderness-farmedally without preservatives and thus their lifespan is more limited than than their non-wilderness-farmed or chemically treated counterparts.
Grow Kits
Our grow kits are provided fully colonised with the same superior substrates and genetics that we use successfully on our own farm. However, the success of mushroom growth heavily relies on consistent and appropriate care:
- Kits require spraying at least five times daily to maintain an environment akin to their preferred and natural humid conditions.
- Inadequate care, such as insufficient watering, inconsistent watering, exposure to excessive heat and exposure to dry winds or draughts will detrimentally affect their growth.
We are not responsible for growth failures due to customers’ non-adherence to the care instructions. While we are willing to replace grow kits in cases of contamination if this is reported on the day the package has been received (as determined by Royal Mail’s tracking), we cannot accept responsibility for failures due to neglect of proper care procedures. As is the case with any live product, seed or organism: we do not offer refunds simply because the mushrooms have not grown or fruited – as the customer bears responsibility for ensuring the correct and consistent conditions are provided.
Thank you for your understanding.
Live-Action Cookery School Terms
Terms and Conditions:
- Booking Confirmation: Your booking for the Deer Manor Online Cookery School (“the Experience”) will be confirmed upon receipt of full payment.
- Cancellation Policy: Cancellations made more than 10 days prior to the scheduled date of the Experience are eligible for a full refund. No cancellations will be accepted within 10 days of the scheduled date of the Experience or after mushrooms have been dispatched or any virtual materials have been received.
- Rescheduling: Participants may request to reschedule their booking up to 10 days prior to the scheduled date of the Experience, subject to availability.
- Participant Requirements: Participants must have access to a stable internet connection and suitable devices (ideally two) with a suitable stand to follow along with the online content. Deer Manor is not responsible for any internet failure or technical issues experienced by participants during the Experience.
- Instructions: Participants are required to follow the instructions given by the chef-instructor.
- Liability: Deer Manor shall not be liable for any loss, damage, injury, or expenses incurred by participants during the course of the Experience, including but not limited to allergic reactions, accidents, or property damage.
- Intellectual Property: All virtual materials provided as part of the Experience, including recipes, videos, and instructional content, are the intellectual property of Deer Manor and may not be reproduced, distributed, or used for commercial purposes without prior written consent.
- Changes to Experience: Deer Manor reserves the right to make changes to the content, format, or schedule of the Experience, including the substitution of ingredients or recipes, at its discretion.
- Privacy Policy: Participant information collected during the booking process will be handled in accordance with Deer Manor’s Privacy Policy and will only be used for the purposes of administering the Experience.
By booking the Deer Manor Live-Action Cookery School, participants agree to abide by these Terms and Conditions.
