Returns & Refunds
Returns & Refunds Policy
Our products are living, biological grow supplies. That changes how returns work compared to most online stores. Here's exactly what we accept, what we don't, and how to handle either case.
Returns We Accept
Unopened, sealed bags within 30 days of delivery. Returns are issued as store credit, not a cash refund.
- Sealed bags with original packaging and unbroken injection port
- Bags returned within 30 days of the delivery date
- Standard catalog products (HB4 Substrate, Multi Grain Matrix, All-in-One Bags)
Returns We Don't Accept
Once a bag is opened or inoculated, it's no longer in resaleable condition. Living biological products can't be restocked.
- Opened bags or bags with a broken injection port
- Bags you've inoculated, regardless of result
- Bags returned more than 30 days after delivery
- Custom or special orders outside the standard catalog
If your bag arrived contaminated or failed to colonize, that's a defect — not a return. See the Contamination Free Guarantee for free replacement.
How to Initiate a Return
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1
Email us at support@mountainmadeproduct.com within 30 days of delivery. Include your order number and reason for return.
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2
Wait for approval — we'll confirm whether your return qualifies and provide return instructions within 24 hours.
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3
Ship the product back in its original packaging. Customer covers return shipping unless we made the error.
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4
Store credit applied within 5 business days of us receiving the returned product. Equal to the product price; original shipping is not refunded.
Order Cancellation
We ship within 24 hours. If you need to cancel, email us immediately at support@mountainmadeproduct.com.
- Not yet shipped: full refund to the original payment method
- Already shipped: follow the return process above
Damaged in Transit
If your order arrives physically damaged or contaminated, that's covered by the Contamination Free Guarantee. Email a photo within 7 days of delivery and we'll ship a free replacement.
This policy applies to all Mountain Made Product orders shipped from our Elk Mountains, Colorado facility. International orders, when available, follow the same policy.