Terms & Conditions
Last Updated: April 2026
GENERAL TERMS AND CONDITIONS
Mushi LAB OÜ Last Updated: April 2026
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§1 — SCOPE
These General Terms and Conditions (GTC) apply to all contracts concluded via our online store (purchase contract and subscription) between us:
Mushi Lab OÜ Calle Nuñez de Balboa 8, Bajo Izquierda 28002 Madrid, Spain Email: mushi@mushilab.com
…and you as a customer, as well as for the use of our website www.mushilab.com.
- The version of the GTC valid at the time of use of the website or conclusion of contract shall apply.
- We do not accept deviating terms and conditions of the customer, even if we do not expressly object to them.
- We sell our goods only to consumers and only for private use. Commercial resale is prohibited.
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§2 — CONCLUSION OF A PURCHASE AGREEMENT
The presentation of products in our online store does not constitute a binding offer.
- By clicking 'Order Subject to Payment', you place a legally binding order, to which you are bound for two (2) weeks.
- We will confirm receipt of your order by email. This is not a binding acceptance unless expressly stated.
- A contract is only concluded when your bank debits the purchase price and we accept your order by declaration or by delivery.
- If delivery is not possible (e.g. out of stock), no contract is concluded. We will notify you and refund any payment without delay.
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§3 — CONCLUSION OF A SUBSCRIPTION
- A subscription contract is only concluded upon our declaration of acceptance.
- The subscription is initially for one (1) month and auto-renews indefinitely unless cancelled or terminated before the renewal date.
- You may cancel your subscription at any time by emailing info@mushilab.com at least 48 hours before the next scheduled dispatch. Orders already processed and dispatched cannot be cancelled.
- We may terminate the subscription for cause with four (4) weeks' notice prior to renewal.
- If stock is unavailable, no contract is concluded for that delivery. We will notify you and refund any payment received.
IMPORTANT — INTRODUCTORY PRICING: Introductory pricing and first-order discounts are conditional on the subscription remaining active for a minimum of two (2) consecutive deliveries. If you cancel before the second delivery, the full product price (without any introductory discount) will be charged for the first order.
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§4 — RIGHT OF WITHDRAWAL
4.1 — General Right
As a consumer within the EU, you have the right to withdraw from your contract within fourteen (14) calendar days of receiving the goods, without giving any reason, provided the product is unopened and its seal is intact.
To exercise your right of withdrawal, contact us at info@mushilab.com within 14 days of receipt, providing:
- Your name and order number
- Your delivery address
- A clear statement of your decision to withdraw
- Date the order was placed and date received
4.2 — Consequences of Withdrawal
- We will reimburse all payments (excluding original delivery costs) within fourteen (14) days of receiving your withdrawal notification.
- Repayment uses the same payment method as the original transaction unless otherwise agreed.
- We may withhold repayment until we have received the goods back in good sealed condition.
- You must return the goods within fourteen (14) days of your withdrawal notification. Return shipping costs are your responsibility (estimated €4.95, deducted from refund).
4.3 — Exceptions
The right of withdrawal expires if:
- The hygiene seal on any product has been broken or removed after delivery.
- The product has been opened, consumed, or otherwise used.
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§5 — RETURNS POLICY AND MONEY-BACK GUARANTEE
5.1 — 30-Day Satisfaction Guarantee
If, after 30 days of consistent use you have experienced no benefit, you may request a refund within thirty (30) calendar days of your purchase date. The following conditions apply:
- The product must have been used consistently throughout the 30-day period.
- You must contact info@mushilab.com within 30 days of purchase, providing your order number and a brief description of your experience.
- This guarantee applies exclusively to the first order placed by a customer, regardless of the products included. Repeat customers are not eligible.
- This guarantee applies once per customer, delivery address, and contact telephone number.
- The guarantee applies to the original buyer only, not to any third-party recipient.
- Original shipping costs are not included in the refund.
- Product return is not required — we process the refund after verifying your claim.
- Refunds are issued via the original payment method within 5–10 business days of approval.
Note: This guarantee is not available on renewal subscription orders. Subsequent deliveries are subject only to the statutory 14-day right of withdrawal (§4), applicable only to unopened products.
5.2 — Standard Returns (Sealed, Unopened Products)
- Contact info@mushilab.com with your name, order number, order date, and delivery address.
- We will provide the return address and instructions.
- Return shipping is the customer's responsibility. Original shipping charges are non-refundable.
- Refunds will be processed within 14 days of receipt of the returned product.
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§6 — DAMAGED, INCORRECT, OR DEFECTIVE PRODUCTS
6.1 — Reporting Requirement
If you receive a product that is damaged, defective, incorrect, or was damaged during transit (e.g. broken jars, leaking packaging, wrong items), you must contact us at info@mushilab.com within 48 hours of receiving your order.
IMPORTANT: Claims submitted more than 48 hours after confirmed delivery may not be eligible for replacement or refund. No exceptions.
6.2 — Required Evidence (Mandatory)
To process any claim, you must include in your email:
- Your order number
- Clear photographs or video showing the damage or defect, including the outer packaging if transit damage occurred
- A photograph of the damaged or incorrect product alongside the packaging it arrived in
- A description of the issue
IMPORTANT: Claims submitted without photographic or video evidence cannot be processed. We require this documentation to file a claim with the courier on your behalf. No exceptions.
6.3 — Resolution Options
Once your evidence is received and verified, Mushi Lab will cover all costs and offer you a choice of:
- Immediate re-dispatch of the same product
- Store credit of equivalent value, valid for one (1) year
- Full refund including original shipping costs
6.4 — Transit Damage
Damage during transport is the carrier's responsibility. Photographic evidence allows us to file the claim with the courier directly on your behalf. Without such evidence, we are unable to submit a carrier claim.
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§7 — TERMS OF DELIVERY
- Delivery takes place after receipt of the purchase price plus shipping costs (prepayment).
- Estimated delivery time is five to ten (5–10) business days after payment is confirmed.
- For subscriptions, delivery is monthly by default. You may request intervals of every 30, 60, or 90 days by written notification.
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§8 — PRICES AND SHIPPING COSTS
- All prices include applicable VAT and exclude shipping costs.
- Shipping costs are displayed before checkout.
- For subscriptions, the displayed price (including shipping) applies to each subsequent delivery.
- If you validly revoke your contract under §4, you may claim reimbursement of the original delivery costs.
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§9 — PAYMENT TERMS
- The purchase price and shipping costs are payable in advance.
- You may pay using any payment method available in our online store.
- For subscriptions, you authorise us to debit your payment method for each renewal, no earlier than one (1) week before the next scheduled dispatch. This authorisation is valid until revoked.
- Set-off is only permitted where your counterclaims are legally established, undisputed, or arise from the same contract.
- You may exercise a right of retention only where your counterclaim arises from the same contract.
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§10 — WARRANTY
We are liable for material defects or title defects in delivered items. The statutory limitation period for defect claims is two (2) years from delivery. Any additional manufacturer warranties are supplementary to statutory rights.
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§11 — PRODUCT AND INFORMATION DISCLAIMER
- Do not use if you are pregnant, nursing, or under 18 years of age.
- If you are taking prescription medicines or have medical conditions, consult your healthcare practitioner before use.
- If you experience any adverse reaction, discontinue use immediately and consult your healthcare practitioner.
- Do not exceed the stated dose. Keep out of reach of children. Do not use if the seal is compromised.
- This product is not intended to diagnose, treat, cure, or prevent any disease. Use is entirely at the customer's own risk.
- It is your responsibility to verify import laws in your country. Mushi Lab accepts no responsibility for customs issues, import duties, or seizures.
- Scientific studies referenced on our website may not be conclusive.
- Reviews represent contributor opinions only and are not evaluated by the EFSA, FDA, MHRA, or domestic equivalent.
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§12 — LIMITATION OF LIABILITY
We are liable only in cases of intent and gross negligence in accordance with statutory provisions. In other cases, liability is limited to breaches of cardinal obligations, capped at ten times (10x) the purchase price. Further liability is excluded.
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§13 — USE OF OUR WEBSITE
You grant us a non-exclusive, worldwide, royalty-free, revocable right to use, reproduce, modify, adapt, publish, and distribute any content you generate on our website in connection with the name provided.
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§14 — INTELLECTUAL PROPERTY
We hold copyrights or rights of use to all logos, images, videos, texts, and other content on our website. Unauthorised use of our trademarks or content without our express prior consent is prohibited.
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§15 — THIRD-PARTY WEBSITE CONTENT
We are not responsible for content on linked external websites over which we have no control. Such links are provided as convenience only and do not constitute endorsement.
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§16 — DATA PROTECTION
We comply with the requirements of the EU General Data Protection Regulation (GDPR) and applicable national data protection law. Please refer to our Privacy Policy at www.mushilab.com for full details.
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§17 — CHANGES TO THE GTC
We reserve the right to amend these GTC where required by changes in law, court decisions, technical developments, or business model evolution. Subscribers will be notified at least four (4) weeks in advance by email. If you do not object within four weeks, the changes are deemed accepted. If you object, we reserve the right to terminate all contracts with effect from the date the revised GTC would have come into force.
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§18 — ASSIGNMENT
We may assign all contracts and our resulting rights and obligations, in whole or in part, to another legal entity — in particular to an affiliated company or in connection with a corporate transaction or asset deal.
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§19 — LANGUAGE AND TRANSLATION
In the event of any conflict or misunderstanding arising from a translation of these GTC, the original English-language version shall prevail.
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§20 — CONTACT
For all enquiries relating to orders, returns, warranties, or these GTC, please contact:
Our team will respond within 24–48 hours on working days.
