Tripping Store Replacement Policy

Welcome to Tripping Store’s Replacement Policy! We stand behind our products and want every order to work exactly as it should. Here’s how our replacement process works.

Important Note: 

If you change your mind before your order has shipped, you can have a full refund (see “Refunds Before Shipping” in our Terms and Conditions). Once your order has shipped, if an item arrives damaged or is faulty, you can choose a refund or a replacement (see “Damaged or Faulty Items” below). For any other issue, we’ll replace the item according to the guidelines below. If you change your mind after your order has shipped, you can still cancel within 14 days of receiving it (see “Your Right to Cancel” in our Terms and Conditions). Parcels held or destroyed by customs are covered separately by the customs reorder terms in section 5 of our Terms and Conditions. This policy does not affect your statutory rights.

Damaged or Faulty Items: Refund or Replacement

If anything you buy from us arrives damaged or turns out to be faulty, you can have a full refund within 30 days of delivery, whether or not you’ve opened it. If you’d prefer a replacement, we’ll send one. It’s free, including postage, and if a replacement isn’t right either, we’ll keep putting it right until it is, or give you a refund if you’d prefer. If you tell us about a fault more than 30 days after delivery, we’ll replace the item, and your statutory rights still apply. Electrical items are also covered by our One-Year Guarantee.

To claim, email support@trippingstore.co.uk with your order number and photos or a short video showing the damage or fault. We need these to check your claim. If you can’t provide a photo or video, tell us and we’ll agree another way to check your claim.

If you’ve opened an item and it isn’t damaged or faulty but something else hasn’t worked out, the guidelines below explain when we can replace it. This doesn’t affect your right to cancel your order within the legal cancellation period.

Electrical Items

• Damaged or Faulty: If an electrical item arrives damaged, is broken in shipping, or doesn’t work, you can choose a refund or a replacement (see “Damaged or Faulty Items” above).
• One-Year Guarantee: Electrical items are covered for a full year from the delivery date. If it stops working at any point within that year, just send us a video showing the issue. Within 30 days of delivery you can choose a refund or a replacement; after that, we’ll replace it. You have statutory rights in relation to these goods, and this guarantee does not affect them. This guarantee is given by Sporeaura LTD (trading as Tripping Store), 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. This guarantee applies worldwide: if your electrical item is damaged or faulty within the year, the replacement product is free wherever you are. If you’re outside the UK, you can choose between a free replacement product (you pay the return shipping cost) or a refund instead.
• Return Shipping: In cases where we need the item back, we’ll send UK customers a prepaid shipping label at no cost. Most of the time, though, we’ll simply send you a replacement without needing the original item back.

Grow Bags

To keep things fair, the following rules apply to grow bag replacements:

1. Grow Bag Must Be Purchased from Us: Replacements apply only to grow bags bought from Tripping Store.
   • The spores or liquid culture you use can come from any supplier, as long as it’s a legal mushroom species. If a bag arrives damaged or with a genuine manufacturing fault (for example, torn or faulty straight out of the packaging), you can choose a refund or a replacement (see “Damaged or Faulty Items” above). Replacements are free, including postage, and if a replacement isn’t right either, we’ll keep putting it right until it is, or give you a refund if you’d prefer.
2. Correct inoculation: Use the amount of spores or liquid culture shown on your grow bag’s product page, and follow the instructions supplied with the bag.
3. Contamination After Use: If a bag has been opened and inoculated and then becomes contaminated, we’ll send you one replacement bag free of charge; you pay £5.99 delivery. This is available once for each bag, as long as the conditions below are met. If the replacement also becomes contaminated after use, we won’t offer a further replacement under this policy. If the contamination was caused by a fault with the bag itself (for example, a split seam or seal), it’s treated as a faulty item instead: the replacement and postage are free, or you can choose a refund (see “Damaged or Faulty Items” above). Your statutory rights are not affected.
4. Understanding Contamination: Contamination can happen, even with the best practices. Mycology is a sensitive science, and while we have a 96.3% success rate with over 5,000 bags sold, a small chance of contamination is part of the natural process, and it doesn’t mean you did anything wrong. We’ll replace a bag that becomes contaminated after use once, as rule 3 explains.
5. Damage After Delivery: Damage caused to a bag after it has arrived through accident or misuse (for example, cutting, puncturing or crushing it) isn’t a fault with the bag, so it isn’t covered by this policy. A bag that splits or tears in normal use because of a weakness in the bag is treated as faulty.
6. Conditions for Replacement: These conditions apply to our own replacement guarantee for bags that become contaminated after use (rule 3). They don’t apply to bags that arrive damaged or faulty, and they don’t limit your statutory rights.
   • Timely Use: Use the grow bag within 10 to 14 days of receiving it.
   • Claim Deadline: Tell us about the contamination within 60 days of the date of delivery, by emailing support@trippingstore.co.uk with your order number or by using the request form on this page. This deadline applies only to this contamination replacement. Bags that arrive damaged or faulty, and contamination caused by a fault with the bag (for example, a split seam or seal), have no 60-day limit: they’re covered by “Damaged or Faulty Items” above and by your statutory rights.
   • Proper Environment: Set up the bag with the correct conditions. If a heat mat is recommended, make sure you’re using one.
   • Photo Documentation: Send us clear photos of your setup, including:
     • One photo showing the complete setup.
     • Three photos of the bag from different angles: front, side (left or right), and the base.
   • Follow All Instructions: Be sure to follow the instructions provided with the grow bag. This helps us support your claim for a replacement if needed.

Spore Syringes

If a spore syringe arrives damaged, leaking or visibly contaminated, email us a photo with your order number and you can choose a refund or a replacement.

Replacement Process

• Dispatch Day: Replacements are sent out every Wednesday.
• Please note: Replacements for items that arrived damaged or are faulty are free, including postage. For any other replacement, including a grow bag replaced after contamination (rule 3), you pay £5.99 delivery, unless the contamination was caused by a fault with the bag.
• How to Request a Refund or Replacement: Email your order number and required photos to support@trippingstore.co.uk. We’ll review your information quickly, and if everything checks out, we’ll arrange your refund or replacement.

We’re here to make your experience as smooth as possible. Follow these steps, and we’ll take care of the rest!