Inferior product and double charged postage
Bought mushroom leaf from the company, which is depicted as a pure leaf product. When item arrived, it was seen to be of inferior quality, full of sticks and stems. Only the parcel was opened, item was never opened, so returned within their stated 30 day window, stating I had to pay postage. When they received the item, they didn't refund the postage I initially paid. When contested, I received this reply:
"We appreciate your feedback, and we regret that the product did not meet your expectations. However, after reviewing the matter, I must respectfully reiterate that we are unable to refund the delivery cost.
The product supplied was as described and within the natural variation expected of this item. The images on our website represent typical examples, but as with all natural products, some variation is to be expected and does not constitute false advertising. Furthermore, the product is fully suitable for use as sold as an equine health supplement.
Our returns policy is fully compliant with consumer protection regulations and clearly outlines the conditions under which a refund is applicable.
In this case, as the product was not faulty or misdescribed, and was returned due to a subjective assessment of quality, the original delivery cost remains non-refundable.
While we always aim to resolve issues amicably, we must also ensure consistency and fairness in how we apply our policies. We trust this clarifies our position and consider the matter closed.
Have lovely weekend!
Kind regards,
Jenny"
Given this experience, I'd advise people to avoid this company in future.
