Returns, refunds & warranties policy
Our products can be returned within 30 days of the original purchase of the product. The product may be exchanged for replacement of the same product or another product, a store credit or a refund.
Products that are received damaged must be notified to Worms Downunder as soon as received.
To be eligible for a return, your item must be:
- Unused, not damaged and in the same condition that you received it
- In its original packaging
- Purchased less than 30 days ago
Non-returnable items include:
- Gift vouchers
Worms are supplied as a live animal in healthy condition which are fit for purpose. A number of conditions need to be maintained for their survival which we are unable to monitor or control once in the consumers possession. However, a replacement or refund can be requested if worms are not alive when received.
To claim a return please email firstname.lastname@example.org with your request and proof of purchase.
Refunds (where applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
If you haven’t received a refund yet, it may take some time for your refund to go through the relevant financial processing. If you would like to follow up on the status of your refund please contact us at email@example.com.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will process the return process through the purchaser.
To return your product, you should mail your product to 231 Charleton Street, Brisbane, QLD, 4155, Australia.
You will be responsible for paying for your own shipping costs and the risk of loss or damage of the product during shipping when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Our products (excluding live worms) are covered under a 12-month manufactures defect warranty. This warranty is given in addition to the consumer guarantees and does not exclude them.
We warrant that all goods supplied are new, free from defects and conform to the specifications provided on our website or the order acknowledgement.
Defects of material or workmanship may be claimed under the returns policy for a period of 30 days from purchase. For latent defects, goods are covered under a 12-month warranty period from the date of purchase.
Warranty is limited to replacement parts for which we agree are defective and does not extend to claims for labour, consequential loss or damage caused by such defect when in use.
This warranty does not (without intending to create any category or limitation) cover defects or deficiencies in goods caused by improper installation or maintenance of goods or related components; deterioration by corrosion, erosion, fair wear and tear, inappropriate use, inappropriate storage, negligence, accidental damage, use of undue force in operating the product or any cause of failure other than defects in material or workmanship.
To make a claim under warranty the consumer must contact Worms Downunder on the contact information provided on them with their purchase. Worms Downunder will attempt to correct any defect by way or repair, replacement, compensation or refund.