Terms of service
Introduction & Acceptance These Terms and Conditions of Sale ("Terms") govern all orders placed with and purchases made from Urban Farmer Ltd ("we", "us", "our", "the Company"), a company registered in England and Wales (company number 12221766), trading as Urban Farm-Group at urbanfarmproduce.com.
By placing an order or purchasing any product or service from us, whether through our website, by email or any other means, you ("you", "the Customer") agree to be bound by these Terms in their entirety. If you do not accept these Terms, you must not place an order.
These Terms constitute the entire agreement between you and us in relation to your purchase and supersede all prior representations, discussions, or agreements, whether oral or written. No variation to these Terms shall be binding unless agreed in writing and signed by a director of Urban Farmer Ltd.
We reserve the right to update or amend these Terms at any time. The version applicable to your order is the version published on our website at the time your order is confirmed. It is your responsibility to check the current version before placing each order.
1 DEFINITIONS
In these Terms, the following words and phrases have the following meanings:
• "Company" means Urban Farmer Ltd, trading as Urban Farm-Group.
• "Customer" or "you" means any person or entity placing an order with the Company.
• "Products" means any goods offered for sale by the Company, including mushroom spawn, growing bags, containers, kits, substrates, cultivation equipment, and fresh or dried mushroom products.
• "Perishable Products" means any Product that is living, time-sensitive, or subject to biological degradation, including mushroom spawn, fruiting blocks, liquid cultures, and fresh mushrooms.
• "Order" means a request by the Customer to purchase one or more Products from the Company, confirmed by payment.
• "Dispatch" means the moment at which Products leave the Company's storage facility.
• "Estimated Lead Time" means the indicative period between order confirmation and dispatch, published on the relevant product listing. This is a guide only and is not a guaranteed delivery date.
• "Courier" means APC Overnight or such other carrier as the Company selects to deliver Products.
• "Mainland UK" means England, Scotland (excluding the Scottish Highlands and Islands), and Wales.
• "Non-Mainland UK" means the Scottish Highlands, Scottish Islands, Northern Ireland, the Channel Islands, the Isle of Man, the Isle of Wight, and any other location served by a 2-5 day courier service.
2 ORDERS, PAYMENT & FORMATION OF CONTRACT
2.1 Placing an Order
All orders are subject to availability and acceptance by the Company. Receipt of an automated order confirmation does not constitute acceptance. A binding contract is formed only upon the Company's dispatch of the relevant Products or, for made-to-order Products, upon the Company's written confirmation of your order.
2.2 Payment
Full payment is required at the time of ordering. We accept the payment methods listed on our website. All prices are displayed inclusive of VAT where applicable. We reserve the right to modify prices at any time without prior notice. The price applicable to your order is the price displayed at the time of purchase.
2.3 Order Amendments
Once an order has been placed and payment received, no amendments can be made. In the case of made-to-order or bespoke Products (including fruiting blocks produced specifically for your order), production begins immediately upon confirmation. Any request to amend or cancel such an order may incur a fee to cover administrative costs and material losses, at the Company's discretion.
2.4 Rare Strains & Custom Orders
Where you order a rare strain, or a custom or bespoke Product that the Company must commission, source, or produce to your specification, the Company instructs production or procurement with its manufacturer, supplier, or production partner upon confirmation of your order.
Because the relevant Products are then made or sourced specifically for you, once your order has been placed with our manufacturer or supplier it cannot be cancelled and no refund will be issued on the grounds of a change of mind.
Such Products are made to your specification and/or are liable to deteriorate or expire rapidly, and are therefore exempt from the statutory cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this clause affects your legal rights in respect of Products that are faulty, not as described, or not fit for purpose.
2.5 Right to Refuse
The Company reserves the right to refuse, cancel, or limit any order at any time and for any reason, including suspected fraud, breach of these Terms, or where we are unable to fulfil the order. In the event of cancellation by the Company following payment, a full refund will be issued.
2.6 Discount Codes & Promotions
Only one discount code or promotional offer may be applied per order. Codes cannot be combined. We reserve the right to withdraw or modify promotional offers at any time without notice. Certain Products may be excluded from promotional pricing; any such exclusions will be stated on the relevant listing or at checkout.
3 ESTIMATED LEAD TIMES & DISPATCH SCHEDULE
IMPORTANT: All lead times published on this website are estimates only. They are not guaranteed delivery dates. Placing an order with us does not entitle you to compensation or cancellation rights solely on the grounds that the estimated lead time is not met.
3.1 Nature of Lead Times
All lead times stated on product listings are guidance figures based on typical production and dispatch schedules. Because our Products include live biological material grown to order, lead times may be affected by biological variability, supplier schedules, and circumstances outside our control. We will endeavour to meet stated estimates but cannot guarantee them.
3.2 Standard Dispatch Schedule
Our standard dispatch days are Monday and Thursday. Orders placed or confirmed in time to meet our internal ordering deadline (Wednesday 5:00 pm) will typically be dispatched on Thursday of the same week or Monday of the following week, subject to availability.
3.3 Bank Holidays
Bank holidays in England and Wales may affect dispatch days and supply chain schedules. If a standard dispatch day falls on a bank holiday, dispatch will occur on the next available working day. Bank holiday disruption may also affect our third-party spawn supplier's schedule, which can extend estimated lead times. We will not be liable for any delay arising from bank holidays.
3.4 Holding Stock
Certain Products are held in stock for more immediate dispatch. Where a product listing indicates that an item is 'typically held in stock' or 'available for immediate dispatch', this is subject to demand and availability at the time of your order. Holding stock status is not a guarantee of next-day dispatch.
4 SHIPPING, DELIVERY & RISK
4.1 Transfer of Risk
Risk of loss, damage, or deterioration of Products passes to you at the moment of Dispatch from our storage facility (Ex Works, EXW). From that point, all responsibility for the safe receipt of the Products rests with you. The Company accepts no liability for deterioration, damage, or loss occurring after Dispatch unless caused directly by a confirmed courier error as set out in clause 4.5.
4.2 Mainland UK Delivery
Mainland UK orders of live mycelium products are dispatched via a tracked next-business-day courier service. Whilst we use a next-day service, delivery times are not guaranteed by us or the carrier and are dependent on carrier capacity and routing.
4.3 Customer Delivery Responsibilities — Safe Place & Failed Attempts
You are responsible for ensuring you can receive your delivery. Please read this clause carefully. From the moment of Dispatch, responsibility for managing delivery lies entirely with you. This includes: • Monitoring your tracking information using the tracking number provided at the time of dispatch. • Being available to receive the delivery on the advised delivery day. • Selecting a safe place for delivery through the courier's app, website, or delivery notification system if you will not be available. This must be done by you directly — we are unable to set a safe place on your behalf, as this is a customer-controlled function within the carrier's system. • Rearranging delivery directly with the courier if you are unable to receive your parcel on the advised day. IMPORTANT: Where the carrier has attempted delivery and failed because you were unavailable, and no safe place or redelivery arrangement had been made in advance, no replacement or refund will be issued. The cost of any redelivery attempt is your responsibility. We will not accept liability for deterioration of perishable Products as a result of a failed delivery caused by your unavailability.
4.4 Split Shipments
Where you request that an order be split and dispatched in more than one shipment within the Estimated Lead Time, a split shipment fee will apply. This fee will be confirmed by our team prior to dispatch. Where a split shipment becomes necessary as a result of a delay on the Company's part that falls outside the Estimated Lead Time, the Company will cover the cost of the split shipment.
4.5 Courier Errors
Where a confirmed error by the carrier — including loss of parcel or a significant and material delay caused entirely by the carrier and not by customer unavailability — results in deterioration or non-delivery of your order, the Company will consider the matter on a case-by-case basis. The Company reserves the right to determine the appropriate remedy at its sole discretion. Nothing in this clause creates a contractual entitlement to a replacement or refund in the event of a courier error.
4.6 High Temperature Shipping — Heat Threshold
Mushroom spawn and other live biological Products are sensitive to elevated ambient temperatures. Where the Company has reason to believe that external temperatures at or during transit may exceed 25 degrees Celsius (25°C), we will contact you prior to dispatch to advise of the risk and to seek your instruction as to whether you wish the order to proceed. If you confirm that you wish the order to be dispatched under such conditions, all risk of heat-related deterioration or loss of viability during transit transfers entirely to you from the point of dispatch. No replacement or refund will be offered for deterioration attributable to heat exposure where you have confirmed despatch under those conditions. If we are unable to contact you within a reasonable period and ambient temperatures present a material risk to product viability, we reserve the right to delay dispatch until conditions are suitable.
4.7 Non-Mainland UK Shipping
We are able to ship to Non-Mainland UK locations including the Scottish Highlands, Scottish Islands, Northern Ireland, the Channel Islands, and the Isle of Man. These shipments are typically carried on a 2-5 business day service. Non-Mainland UK: By placing an order for delivery to a Non-Mainland UK location, you acknowledge and accept that the extended transit time poses a materially greater risk to the viability of perishable Products. Full responsibility for the condition of Products on arrival rests with you from the moment of dispatch. No refund or replacement will be offered for Products that arrive in diminished condition as a result of the extended transit time associated with Non-Mainland UK delivery. You are advised to consider this carefully before placing your order.
4.8 Failure to Accept Delivery
If you fail to provide adequate delivery instructions, are repeatedly unavailable to accept delivery, or unjustifiably refuse delivery, the Company reserves the right to charge you for reasonable storage costs incurred (minimum 10% of the order value per month started) and, where Products are perishable and cannot reasonably be held, to dispose of the Products without refund. Any costs associated with a failed delivery, including return carriage costs, will be charged to you.
5 PERISHABLE PRODUCTS — REPORTING & REFUND CONDITIONS
You must report any issue with a perishable product within 24 hours of receipt, with photographic evidence. Reports received after this window will not be eligible for a refund or replacement under any circumstances.
5.1 Nature of Perishable Products
Mushroom spawn, fruiting blocks, liquid cultures, and fresh mushroom products are living biological materials. Their condition can change rapidly after dispatch. Owing to this perishable nature, we are unable to accept returns of any kind.
5.2 Reporting Window
Any claim relating to damaged, defective, contaminated, or incorrectly supplied perishable Products must be submitted in writing to hello@urban-farm-it.com within twenty-four (24) hours of receipt. Your report must include: • Your order number. • Clear photographs of the affected Product and its packaging, including the courier label. • A written description of the issue. Reports submitted after the 24-hour window will not be considered. After this period, Products are deemed to have been accepted in satisfactory condition.
5.3 Eligibility for Replacement or Refund
Where a valid report is received within the 24-hour window, we will assess the claim. We may, at our sole discretion, offer a replacement, a partial refund, or a full refund. The outcome depends on the nature and cause of the issue. We will not offer a replacement or refund where: • The issue is attributable to improper storage or handling by the Customer after receipt. • Delivery failed as a result of Customer unavailability (see clause 4.3). • The Customer elected to proceed with dispatch during high temperatures (see clause 4.6). • The order was delivered to a Non-Mainland UK address (see clause 4.7). • The report was received outside the 24-hour window.
5.4 Spawn — Viability Warranty
All mushroom spawn is verified as viable and substantially contaminant-free at the point of dispatch. We cannot and do not guarantee the performance of spawn after it leaves our facility, as performance is dependent on substrate preparation, inoculation technique, environmental conditions, and grower competency. Our warranty extends only to the condition of the spawn at dispatch.
5.5 Handling & Storage — Customer Obligations
Upon receipt, it is your responsibility to store all spawn and live Products correctly and to use them within the recommended timeframe (typically 2-4 weeks for grain spawn). Storage temperature requirements are as follows: most varieties must be stored at 2-5 degrees Celsius; strains 2708, 7700, 8401, and 7711 must be stored at a minimum of 10 degrees Celsius as they are sensitive to cold and will be damaged by lower temperatures. All spawn must be kept in a clean, dark environment. Failure to follow correct storage guidance will void any claim.
6 NON-PERISHABLE PRODUCTS — RETURNS & REFUNDS
6.1 Eligibility
Non-perishable items (including cultivation equipment, growing bags, containers, and substrates) may be eligible for return and refund within 14 days of purchase, provided they are unused, in their original packaging, and in a resaleable condition.
6.2 Reporting Damage or Defects
Any non-perishable Product that arrives damaged or defective must be reported in writing within 24 hours of receipt, with photographic evidence of the damage and the courier label. Where the Product arrived damaged through no fault of the Customer, the Company will cover return shipping costs. In all other cases, return shipping is at the Customer's cost.
6.3 Exclusions
We will not accept returns of non-perishable Products that have been opened, used, or are not in their original packaging, unless the item was received in a damaged or defective condition.
6.4 Refund Process
Once a valid return is approved, refunds will be processed to the original payment method within 14 business days. Replacement items will be dispatched within 5 business days of approval.
7 MUSHROOM GROWING KITS — SPECIFIC TERMS
7.1 Nature of Kit Products
Mushroom Growing Kits contain living fruiting blocks inoculated with mushroom mycelium. They are perishable biological products and must be treated accordingly.
7.2 Reporting Window — 24 Hours
All issues with a kit must be reported to hello@urban-farm-it.com within twenty-four (24) hours of receipt. Your report must include your order number, clear photographs of the kit and its packaging (including the courier label), and a written description of the issue. Reports outside this window will not be accepted.
7.3 Mould Threshold
The presence of minor surface mould on a fruiting block does not necessarily indicate that the block has failed or that it will not perform. A replacement or refund will only be considered where photographic evidence demonstrates that more than ten percent (10%) of the visible surface area of the fruiting block is affected by mould contamination at the time of receipt. Below this threshold, the block is considered viable and no claim will be entertained on the grounds of mould alone. Minor surface mould on less than 10% of a fruiting block is normal and does not constitute grounds for a refund or replacement. Do not discard your kit on the basis of minor mould — follow the growing instructions first.
7.4 Storage Temperature — Customer Responsibility
Kits must be stored and used in accordance with the temperature guidance provided with the product. Growing kits should be kept between 10 degrees Celsius and 28 degrees Celsius. Do not expose kits to temperatures outside this range for extended periods. Where improper storage by the Customer is evident from photographic evidence or the nature of the reported issue, no replacement or refund will be offered.
7.5 Instructions & Growing Conditions
Kits are supplied with access to full growing instructions via a QR code included in the packaging. It is your responsibility to follow those instructions carefully. We cannot accept claims for underperformance arising from incorrect growing conditions, technique, or failure to follow instructions.
7.6 Fruiting Block Production
Once an order for a fruiting block kit is placed, production begins immediately. Amendments or cancellations to kit orders are not possible once production has commenced. Any request to amend a kit order will be considered at the Company's discretion and may incur a fee.
8 VOUCHERS, DISCOUNT CODES & PROMOTIONAL OFFERS
8.1 Spawn Vouchers — Discontinuation
The gift kit range previously sold by Urban Farmer Ltd included a mushroom spawn voucher. That product range has been discontinued. All outstanding spawn vouchers expire at 11:59 pm on 30 June 2026. Vouchers presented after this date will not be honoured. Any claims relating to outstanding vouchers must be submitted via the claims process published on our website before the expiry date.
8.2 Customer Service Discount Codes
We may, at our discretion, issue promotional discount codes to Customers as a gesture of goodwill in connection with customer service matters. Any such codes are: • Single-use per person — they may not be shared, transferred, or resold. • Subject to a maximum order basket value cap, which will be stated on or with the code. • Applicable to hobbyist or retail orders only and may not be applied to wholesale or bulk orders. • Not redeemable for cash and have no monetary value outside of a qualifying purchase.
8.3 General Promotions
Promotional offers and discounts are offered at our discretion and may be withdrawn at any time without notice. Only one code may be applied per order. Codes cannot be combined with other offers unless expressly stated.
9 WHOLESALE & BUSINESS CUSTOMERS
9.1 Ordering Cycle
Wholesale customers should note that the Company places orders with its spawn supplier on a Thursday. To ensure your order is included in a given week's supply, your order must be placed by Wednesday evening of that week. The Company will endeavour to communicate its ordering schedule to wholesale customers periodically, but it is the Customer's responsibility to plan orders accordingly.
9.2 Pricing & Agreements
Wholesale pricing is agreed on a case-by-case basis and is not published on our standard website. Any agreed pricing is personal to the wholesale Customer and may not be shared or transferred. The Company reserves the right to review and amend wholesale pricing at any time, with reasonable notice to the Customer.
9.3 Non-Mainland & Island Deliveries — Wholesale
The provisions of clause 4.7 apply equally to wholesale orders destined for Non-Mainland UK locations. Wholesale Customers ordering for such destinations are strongly advised to discuss delivery arrangements with the Company before placing orders.
10 LIMITATION OF LIABILITY
10.1 Maximum Liability
To the fullest extent permitted by law, the Company's total liability to you in connection with any order, whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the total value of the order giving rise to the claim.
10.2 Exclusion of Consequential Loss
We shall not be liable for any indirect, consequential, incidental, or special losses, including but not limited to: loss of profit, loss of business, loss of anticipated savings, loss of revenue arising from crop failure or reduced yield, reputational damage, or any other economic loss arising out of or in connection with your use of our Products, even if we have been advised of the possibility of such losses.
10.3 Biological Performance
Mushroom spawn and fruiting blocks are biological materials. Performance (including yield) is dependent on factors outside our control, including substrate composition, preparation, environmental conditions, inoculation technique, and grower skill. We make no warranty as to yield, fruiting performance, or commercial viability. Our liability extends only to the condition of Products at the point of dispatch.
10.4 Force Majeure
The Company shall not be in breach of these Terms or liable for any delay or failure to perform any obligation arising from circumstances beyond its reasonable control, including acts of God, extreme weather events, supplier failure, pandemic, government action, or industrial dispute. In such circumstances, the Company will notify you as soon as reasonably practicable.
10.5 Consumer Rights
Nothing in these Terms limits or excludes any liability that cannot be lawfully excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under the Consumer Rights Act 2015 or other applicable legislation.
11 INTELLECTUAL PROPERTY
All content on our website, including text, images, logos, strain names, growing guides, and infographics, is the intellectual property of Urban Farmer Ltd or its licensed suppliers. You may not reproduce, copy, redistribute, or commercially exploit any content without our prior written permission. Strain names and cultivar codes used in our product listings are used for identification purposes only and remain the property of their respective owners.
12 THIRD-PARTY PURCHASES
Products purchased through third-party platforms (including Amazon, Etsy, or any other marketplace) are subject to that platform's own returns and refund policies. We are unable to process returns, refunds, or replacements for purchases made via third-party channels — these must be directed to the platform through which the purchase was made.
13 WEBSITE ACCURACY & PRODUCT DESCRIPTIONS
We endeavour to ensure that all product descriptions, images, and pricing on our website are accurate. However, we reserve the right to correct errors at any time without prior notice. Images are illustrative only — actual product appearance may vary. We cannot guarantee that colours or shades displayed on your device accurately represent the Products. In the event of a discrepancy between a product listing and these Terms, these Terms shall prevail.
14 PRIVACY & DATA
Personal information collected during the ordering process is handled in accordance with our Privacy Policy, which is published at urbanfarmproduce.com/policies/privacy-policy. By placing an order, you consent to our processing of your personal data as described in that policy.
15 GENERAL & GOVERNING LAW
15.1 Governing Law
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15.2 Severability
If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be severed from the remainder of these Terms, which shall continue in full force and effect.
15.3 Waiver
Failure by the Company to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be expressly stated in writing by a director of Urban Farmer Ltd.
15.4 Entire Agreement
These Terms, together with our Privacy Policy, Shipping Policy, and any written quotation or order confirmation issued by the Company, constitute the entire agreement between the parties and supersede all prior representations and agreements.
15.5 Contact
For any questions regarding these Terms, please contact us at: Urban Farmer Ltd | Lower Goldstone Farm, Lower Goldstone, Ash, Kent, CT3 2DT Email: hello@urban-farm-it.com
Plain English Summary
This summary is provided as a helpful guide only. It does not form part of the legal Terms and Conditions. In the event of any dispute, the full Terms above shall apply.
Lead times All lead times on the website are estimates. They are not guaranteed. We will try our best to meet them, but delays can happen — especially around bank holidays or with made-to-order spawn.
Dispatch days We dispatch on Mondays and Thursdays. Bank holidays may push this back by a day or more.
Storing your spawn Most varieties must be stored at 2–5°C in a cool, clean, dark place. Strains 2708, 7700, 8401, and 7711 must be stored at a minimum of 10°C — they are cold-sensitive and will be damaged at lower temperatures. Use all spawn within 2–4 weeks of receipt. Improper storage voids any claim.
Custom & rare strain orders If you order a rare strain or a custom/bespoke product, we begin making or sourcing it specifically for you as soon as you order. Once it has been placed with our manufacturer or supplier, you cannot cancel it or get a refund if you simply change your mind. This does not affect your rights if the product is faulty.
Your delivery is your responsibility Once your order has left us, you are responsible for receiving it. Check your tracking, be in when it's due, and set up a safe place through APC's app if you will not be home.
Missed delivery = no refund If APC attempt delivery and you are not in, and you have not set up a safe place or rearranged delivery, we cannot offer a refund or replacement. The spawn could deteriorate and that risk is yours once it has been dispatched.
Safe place — you must set this up yourself We cannot set up a safe place on your behalf — this is done through APC's own system using the link in your dispatch notification. It is your responsibility.
You have 24 hours to report a problem If your order arrives damaged, contaminated, or incorrect, you must email us at hello@urban-farm-it.com within 24 hours of receiving it. Include your order number, photos of the product and the packaging (with the courier label). After 24 hours we cannot accept claims.
No returns on spawn Because spawn is a living product, we cannot accept returns. If there is a genuine problem with the product itself, contact us within 24 hours.
Hot weather If temperatures are above 25°C when your order is due to be dispatched, we will contact you to check whether you want to proceed. If you say yes, the heat risk is yours. If you do not respond, we may delay dispatch to protect your order.
Non-mainland UK (islands, Highlands, etc.) We can ship to these areas on a 2-5 day service, but the longer journey means more risk to live products. By ordering to one of these addresses, you accept full responsibility for the product's condition on arrival — we cannot offer refunds or replacements for non-mainland deliveries.
TOPIC WHAT IT MEANS FOR YOU
Split shipments If you ask us to split your order into separate deliveries, a fee will apply. If we are the reason your order needs splitting (because we are running late), we will cover that cost.
Growing kits (from August 2026) Report any issue within 24 hours of receiving your kit. A small amount of surface mould (under 10% of the block) is normal and does not mean your kit has failed — follow the instructions before contacting us. Kits must be stored correctly; claims will not be accepted where improper storage is evident.
Vouchers All spawn vouchers from the old gift kit range expire on 30 June 2026. After that date, no vouchers will be honoured.
Discount codes Any discount code we give you is single-use — just for you. It has a maximum basket value and is for standard retail orders only, not bulk or wholesale purchases.
Our liability We are responsible for getting you a good product in good condition. We are not responsible for what happens after it leaves us or for crop performance once you start growing — that depends on your technique, environment, and substrate preparation.