For perishable livebait –

Please contact us promptly, ideally within 24 hours of receiving livebait, if there is a problem so we can assess its condition and arrange the appropriate remedy. This request does not limit your statutory rights.
Qualifying perishable livebait is excluded from the ordinary change-of-mind cancellation right. If livebait bought by mistake has already been dispatched, we cannot normally accept a return or refund for that reason. We may make exceptions depending on the situation. This does not exclude your rights where goods are faulty, damaged, incorrect or not as described.

For non-perishable items –

Our voluntary refund and returns policy lasts 30 days from purchase, alongside your statutory rights. For eligible non-perishable goods bought online, tell us within 14 days after receiving them if you wish to cancel; you then have a further 14 days to return them. You do not have to give a reason. The voluntary policy and its conditions do not reduce these cancellation rights or your rights where goods are faulty or not as described.

For a return under our voluntary policy, your item must be unused, in the same condition that you received it and in its original packaging. For an eligible statutory cancellation, you may handle the item as you would in a shop to establish its nature, characteristics and functioning; original packaging is not an absolute condition of that right.

 

A receipt or other evidence of purchase is required in order for us to process your return.

For an eligible statutory cancellation, we may reduce a refund for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the law permits. The following points concern our voluntary policy and do not limit statutory rights:

  • Any items that has been altered from its original state, has been damaged or is missing parts for reasons that are not due to an error on our side.
  • A request outside the voluntary 30-day period: please contact us so we can consider the circumstances. Statutory cancellation and faulty-goods rights remain separate.

Refunds

After your return has been received, it will be inspected, and then we will send you an email to let you know that we have received your item and have inspected it.
In addition to this, you will be notified whether or not your request for a refund has been accepted.

We aim to issue approved refunds within a couple of days using the original payment method. For an eligible cancellation after delivery, we may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever happens first, and will refund within 14 days after that point. Your payment provider may take additional time to show the credit. Refunds for faulty or incorrect goods are handled under Clause 11 of our Terms of Sale.

 

Late or missing refunds

If you haven’t received your refund yet, you should double-check that it has been deposited into your bank account.

The next step is to get in touch with your credit card company; it might be some time before the refund is officially posted.

Next, get in touch with your bank.
There is often some amount of time spent processing that must pass before a refund is finally posted.

If you have done all that you are supposed to do and you still have not received your refund, please get in touch with us at support@wormsdirect.co.uk.

Faulty, damaged or incorrect goods

If goods are faulty, damaged, incorrect or not as described, contact us at support@wormsdirect.co.uk before returning them so we can arrange the appropriate remedy and any return. For returns handled under Clause 11 of our Terms of Sale, we cover the cost of returning the goods and reimburse you where appropriate. Refunds under that clause include the original delivery costs you paid for the goods. Your statutory rights are unaffected.

Shipping returns

To return your goods, please ship it to: Grange Avenue, Chelmsford, CM3 6BG.

For an eligible change-of-mind return, you arrange and pay your own return postage. For an eligible statutory cancellation, we also refund the standard outbound delivery charge where applicable; any extra amount paid for a premium delivery service need not be refunded. Faulty or incorrect goods are handled separately above, with seller-paid return costs. We do not apply an automatic additional return-postage deduction where you have arranged and paid that postage yourself.

The time it takes for your exchanged product to reach you may vary depending on where you reside.

If you are returning an item that is more expensive, you might consider utilising a trackable shipping service or purchasing shipment insurance.
We cannot guarantee that your returned item will be received.

Need help?

Contact us at support@wormsdirect.co.uk for questions related to refunds and returns.