Refund policy

Live silkworms

Because our silkworms are live animals, we do not accept returns or exchanges for change of mind.

South Coast Silks provides a 24-hour live-arrival guarantee. If your silkworms arrive dead or severely compromised, please contact us within 24 hours of delivery at Southcoastsilks@outlook.com.

Please include your order number and, where possible, clear photos of the silkworms and their packaging so we can assess what has happened.

If your claim is eligible under our live-arrival guarantee, we will provide a replacement. Replacement dispatch may be delayed where necessary because of weather conditions, postal delays, biosecurity requirements or other conditions that could place live silkworms at risk.

We cannot generally provide a remedy for problems that occur after successful delivery because of incorrect care, unsuitable housing, unsuitable food, exposure to extreme temperatures, delayed collection of the parcel, or other circumstances outside our control.

Habitats and other non-live items

We do not offer returns or exchanges for change of mind on habitats or other non-live products.

If an item arrives damaged, faulty or incorrect, please contact us so we can help resolve the issue.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.