Refund policy

RETURN & REFUND POLICY

Returns

At Wax On, we want you to be happy with your purchase. If you are not completely satisfied, you may request a return in accordance with the terms below.

Due to the nature of our products, we only accept returns on unused and unopened items.

To be eligible for a return:

Your item must be unused, unopened, and in the same condition that you received it.

The return request must be made within 14 days of receiving your order.

Proof of purchase or order confirmation must be provided.

For hygiene and safety reasons, we cannot accept returns of:

Used wax melts

Opened products

Custom or personalised orders

Gift cards

Clearance or sale items unless faulty

Faulty or Damaged Products

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at waxonwaxmelts@gmail.com with:

Your order number

A description of the issue

Clear photographs of the product and packaging

We will review the issue and, where appropriate, offer:

A replacement

A refund

This does not affect your statutory rights under UK consumer law.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the outcome of your refund.

If approved, refunds will be processed to your original payment method within 5–10 working days.

Original shipping costs are non-refundable unless the item is faulty or sent incorrectly.

Return Shipping

We offer free returns on eligible unopened items within the UK.

We recommend using a tracked postal service, as we cannot guarantee receipt of returned items.

Cancellations

Under the Consumer Contracts Regulations, customers in the UK generally have the right to cancel an online order within 14 days of receiving goods.

To exercise your right to cancel, please contact us at waxonwaxmelts@gmail.com before returning the item.

Returned items must still meet the eligibility requirements listed above.