Refund policy
Returns & Refund Policy
At Downswood Worms, we take great care to ensure every order is packed to the highest standard and dispatched in excellent condition. If you experience any issues with your order, please contact us as soon as possible by emailing info@downswoodworms.co.uk or via our Contact Us page, and we'll do everything we can to help.
Live Worms
Due to their perishable nature, live worms cannot be returned once dispatched.
If your worms arrive dead, damaged or in poor condition, please contact us within 24 hours of delivery. Please include clear photographs of both the worms and the packaging so we can investigate the issue. Where appropriate, we will offer a replacement or refund.
Please ensure someone is available to receive your delivery where possible. We cannot accept responsibility for delays caused by the courier, incorrect delivery details provided at checkout, or parcels left unattended after delivery.
Non-Perishable Items
Unused, unopened non-perishable items may be returned within 14 days of delivery.
Items must be returned in their original condition and packaging. Return postage costs are the responsibility of the customer unless the item is faulty, damaged or supplied in error.
Once your return has been received and inspected, any approved refund will be processed to your original payment method.
Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect item, please notify us within 48 hours of delivery. We will investigate the issue and, where appropriate, arrange a replacement or issue a full refund at no additional cost.
Order Cancellations
Orders may be cancelled at any time before they have been dispatched.
Once live worms have been dispatched, orders cannot be cancelled due to the perishable nature of the product.
Contact Us
If you have any questions about your order or this Returns & Refund Policy, please don't hesitate to get in touch. We're always happy to help and will work with you to resolve any issues as quickly as possible.