Returns & Refunds Policy

1. Overview

This Returns & Refunds Policy explains when and how you may return a product or request a refund from EcoWorm Solutions ("EcoWorm", "we", "us", or "our"). It applies in addition to your rights under the Consumer Protection Act, 68 of 2008 ("CPA") of South Africa, and forms part of our Terms & Conditions.

2. Live worms — live-arrival guarantee

Live worms are perishable, living organisms. We carefully pack, weigh, and dispatch every order, but courier delays and temperature swings can occasionally affect them.

• Inspect on arrival. You must unpack and inspect your worms within 24 hours of delivery.
• Report issues immediately. If a significant portion of your worms arrives dead or in poor condition, contact us within 24 hours of delivery with:
  • your order number,
  • clear photos of the unopened and opened package, and
  • photos of the worms in the bedding.
• Resolution. Where the claim is valid, we will, at our discretion, replace the affected worms or refund the value of the affected portion.

We cannot accept live-arrival claims where: the package was left unopened for longer than 24 hours, the delivery address was incorrect, the courier was unable to deliver, or the worms were exposed to extreme heat or cold after delivery.

3. Vermicompost and physical products

Vermicompost is a natural, living product. Slight variation in colour, moisture, and texture is normal and is not a defect.

• If your product arrives damaged, defective, or incorrect, notify us within 7 days of delivery with your order number and photos.
• Where the claim is valid under the CPA, you may choose a replacement, repair, or refund.
• Returned products must be in their original packaging and in the same condition as delivered, unless the defect prevents this.

4. Change-of-mind returns

Because live worms and vermicompost are perishable living products, we are unable to accept change-of-mind returns on these items once dispatched. For sealed, non-perishable products, change-of-mind returns may be accepted at our discretion, provided the product is unopened, unused, and returned at your cost within 7 days of delivery.

5. Training services

• Cancellations more than 7 days before the training date: full refund or free reschedule.
• Cancellations 3–7 days before: 50% refund or free reschedule to the next available date.
• Cancellations less than 3 days before, or no-shows: non-refundable. A reschedule may be offered at our discretion and may carry a fee.
• If EcoWorm cancels a training session, you will receive a full refund or a free reschedule, at your choice.

6. Digital products (ebooks & downloads)

Digital products are licensed for personal use and are delivered immediately. Because the content can be accessed and copied as soon as it is downloaded, digital products are non-refundable once the download link has been accessed or the file has been sent.

If you experience a technical problem accessing your purchase (e.g. a broken link or corrupt file), contact us within 7 days and we will resolve it or, if we cannot, refund you.

7. How to request a return or refund

1. Contact us via the Contact section with your order number and a description of the issue.
2. Attach clear photos where relevant (live worms, damaged goods, etc.).
3. We will respond within 2 business days and confirm next steps.
4. If a return is approved, we will provide the return address and instructions.

8. Refund method & timing

Approved refunds are paid back to the original payment method within 14 days of approval. Bank processing times may add a few additional days. Delivery fees are only refunded where the return is due to our error or a defective product.

9. Return shipping costs

Where the return is due to a defect, damage, or our error, EcoWorm will cover the return shipping cost. For change-of-mind returns (where accepted), the customer is responsible for return shipping.

10. Your statutory rights

Nothing in this Policy limits your rights under the Consumer Protection Act or any other applicable law. Where this Policy is more generous than your statutory rights, this Policy applies.

11. Contact

All return and refund requests must be sent through the Contact section of our website.