Refund policy

Return & Refund Policy

Last Updated: May 18, 2026

At The DuVi, we are committed to delivering high-quality oyster mushroom products with proper hygiene, freshness, and secure packaging standards. Please read our Return & Refund Policy carefully before placing an order through our website powered by Shopify.

1. Fresh Mushrooms

Returns

Due to the highly perishable nature of Fresh Mushrooms, we do not accept returns once the order has been delivered.

Refunds & Replacements

Refunds or replacements may be provided only under the following conditions:

Product arrived damaged
Wrong product was delivered
Product was spoiled during transit
Package was tampered with before delivery

Claim Process

To request a refund or replacement, customers must contact us within 2 hours of delivery with:

Order number
Clear photos or videos of the product and packaging
Brief explanation of the issue

Requests raised after 2 hours of delivery may not be eligible for refund or replacement because Fresh Mushrooms are highly perishable products.

2. Dried Oyster Mushrooms

Returns

Returns for Dried Oyster Mushrooms are accepted only if:

The package is unopened and unused
Return request is submitted within 3 days of delivery

Customers may be responsible for return shipping charges unless the error occurred from our side.

Refunds & Replacements

Refunds or replacements are available if:

Product is damaged
Wrong item was delivered
Packaging is defective or contaminated

Approved refunds will be processed within 5–7 business days to the original payment method.

3. Oyster Mushroom Powder

Returns

For hygiene and food safety reasons, opened Oyster Mushroom Powder packets cannot be returned.

Unopened packets may be eligible for return within 3 days of delivery.

Refunds & Replacements

Refunds or replacements may be approved if:

Product arrived damaged
Incorrect product was shipped
Manufacturing defect is identified
Packaging was tampered with during transit

Photos or videos may be required for verification.

4. Order Cancellation

Orders can only be cancelled before dispatch.
Once shipped, Fresh Mushrooms orders cannot be cancelled.

5. Non-Refundable Situations

Refunds or replacements will not be provided for:

Incorrect shipping details provided by customer
Failed delivery attempts
Delays caused by courier services, weather conditions, or natural events
Minor variations in mushroom size, shape, or color
Improper storage after delivery

6. Storage & Product Care

Fresh Mushrooms should be refrigerated immediately after delivery and consumed within the recommended period.
Dried Oyster Mushrooms and Oyster Mushroom Powder should be stored in a cool, dry place away from moisture and direct sunlight.