Our store respects the consumer’s right to withdraw from a distance contract within 14 days of receiving the shipment without giving any reason for orders without live goods.
Returning insects [live goods [is possible only within 48 hours from the date of receiving the package [during this time the package with the returned insects must be returned, after this time the return will not be accepted. If dead insects are returned, the money will NOT be refunded. The deadline is met if, before its expiry, we receive a declaration of withdrawal from the contract to the company’s registered office address and the goods are returned within 14 days of receiving the declaration of withdrawal.
After receiving the statement, we will contact you to clarify any inaccuracies. You can also opt out of some purchases – please include such information in your statement.
Exchange of goods
If, after receiving the parcel, it turns out that, for example, the dimensions are incorrect, the easiest way to solve the problem is to complete the declaration of withdrawal from the contract and then re-purchase the goods. After receiving the statement, you will immediately be refunded the money for the purchased goods to the bank account number provided by you. If you want to allocate the money already paid for the same product in a different size, please contact us.
If, after unpacking the goods, you notice any defects in the goods or the shipment is damaged, you have the right to file a complaint. It is enough to fill in the complaint form as soon as possible and send it to our address. Please provide an accurate and detailed description of the defect in the goods, you can also send photos of the defect, which will help us consider the complaint. We undertake to consider each complaint within 14 working days.
Complaint details for ant colony:
Receipt of a dead queen reported up to 24 hours after receiving the parcel is a must.
The warranty covers only the queen, in the event of receiving a colony with dead workers, the complaint will not be considered [no such case after sending over 3000 packages] …
The complaint is verified on the basis of a video from the package being opened [preferred option] or high-quality photos.
After considering the return declaration or after considering the complaint and receiving the goods, we will refund your money immediately, i.e. no later than within 14 working days. The money will be deposited into the bank account you provided in your statement. The amount you will receive is the value of the goods + the cheapest delivery cost available in our store. The order number will be included in the title of the transfer. If you return only part of the products in the order, the returned shipping cost is proportional to the returned and left goods.
Address for shipping the goods
If you want to send us the returned or complained goods yourself, please send them properly secured and packed to the following address:
28-131 Solec Zdrój
Please be sure to attach your address details, order number, as well as relevant documents (declaration of withdrawal from the contract, complaint notification).
IMPORTANT – If the customer refuses to collect the package, and it is returned to us by the shipping company after two delivery attempts, the customer will be charged for the return shipping costs that are charged to us.
The consumer is responsible for the diminished value of the item as a result of its use
from it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of things (Article 34 of the Act on consumer rights).
The right to withdraw from a contract concluded outside the business premises or at a distance is not available to the consumer in relation to contracts where the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the package has been opened. after delivery (Article 38 (5) of the Consumer Rights Act).