Magic Myc's Sterile Guarantee
What Is Our Magic Myc Sterile Guarantee?
This is our commitment to ensuring that all of our products that are sold as sterile are 100% sterile and contamination-free at the time of delivery. All of our sterile products, including all-in-one mushroom grow bags, sterile grain and sterile substrate bags, come with this guarantee for 30-days from the date of delivery.
For non-sterile and non-perishable goods, please see our returns policy.
If you believe a sold-as-sterile product has arrived contaminated or has developed contamination before use, please submit a claim using our contamination claim form:
We review every claim individually using the evidence provided.
What Does This Guarantee Cover?
This guarantee covers sterile products that show visible signs of contamination before use, or sterile products where the provided evidence supports that the issue is likely related to the supplied sterile goods.
All claims are assessed using the photos, order details, timing, and any other relevant information provided through the claim form.
What This Guarantee Does Not Cover
Claims may be declined where:
- The required evidence is missing or unclear
- The product has already been used, opened, altered, or handled in a way that prevents fair assessment
- The issue appears more likely to be caused by storage, handling, inoculation technique, environment, or delay after delivery
- The claim is submitted outside our 30-day claims window, unless we decide to make an exception
- The claim relates to shipping damage, tampering, or courier issues rather than contamination itself
If your parcel arrived damaged, tampered with, or incomplete, please contact us separately and include order details, and, where relevant, parcel photos.
Before Submitting Claims
Please do not discard the affected items straight away.
To assess a claim fairly, we may need clear evidence showing:
- Close-up images of each affected bag
- Close-up images of each injection port or the full top seal of each claimed bag
- One front-facing group image of all claimed bags together
- One rear image of all claimed bags together
- Any additional photos that help clarify the issue
These image requirements are built into the claim form. We may require further evidence if the provided photos are insufficient or if the claim covers a high volume of products.
How To Submit Claims
Please use the contamination claim form here:
The form allows us to collect everything needed in one go, including:
- Your order number
- Contact details
- The quantity being claimed
- Clear evidence images
- Any additional notes relevant to the claim
This is the fastest way for us to review your claim and respond with an outcome.
How Claims Are Reviewed
Each claim is reviewed against:
- The order contents
- The quantity claimed
- The quantities that are clearly evidenced
- The condition shown in the images
- The claim timing
- Any supporting delivery or tracking context where relevant
Depending on the evidence provided, we may approve:
- No replacement
- A partial replacement
- A full replacement
30 Day Claim Window Eligibility
Once the issue is identified, claims should be submitted as soon as possible.
Where contamination is present in one of our sterile products, signs can typically be seen within 7-14 days. After this window, contamination has likely occurred after delivery of the product. For this reason, our sterile guarantee covers claims within 30 days of delivery. Claims outside of this 30-day window may still be covered, but this remains at our discretion.
If We Need More Information
If the initial submission does not contain enough or sufficient information for a fair decision, we may ask for additional evidence before completing the final review.
To avoid delays, please make sure the form is completed as fully as possible the first time.
Outcome & Next Steps
Once the claim has been reviewed, we will send confirmation of the outcome to the same email that was used to place the original order.
If approved, the resolution may be a partial or full replacement depending on the evidence and the quantity supported. Any replacements will be sent to the same address that the original order was sent to.
Final Note
Our Sterile Guarantee exists to protect genuine customers while keeping the process fair and workable. Clear evidence helps us resolve claims faster and more consistently.
If you need to submit a contamination claim, please start here: