Returns

At Wax Store, we want you to be completely satisfied with your purchase. If you change your mind, we’re here to help.

CHANGED YOUR MIND?

You may return new, unused products within 30 calendar days of receiving your order.

To qualify for a refund:

• Products must be unused, unopened, and in their original packaging.
• Products must be returned in a resaleable condition.
• The return must be authorised by our Customer Service Team before being sent back.
• Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or supplied incorrectly.

We reserve the right to refuse refunds for products that show signs of use, damage, alteration, or are not returned in their original condition.

HOW TO RETURN AN ITEM

Please email us at [email protected] with:

• Your order number
• The item(s) you wish to return
• The reason for the return

We will then provide a Return Authorisation Number (RAN) together with return instructions.

Please do not return any items without first obtaining a Return Authorisation Number.

Return Collection Service

If you prefer, we can arrange a collection of your return from your home or business address for a charge of £5.45.

To request a collection, please email [email protected] quoting your Return Authorisation Number (RAN) together with the full collection address and contact details.

Collection requests are subject to courier availability and service coverage.

Return Address

Wax Centre Distribution Ltd
Access Self Storage Romford
12 Southend Arterial Road
Romford
RM3 0BX
United Kingdom

The returned goods remain your responsibility until they arrive safely at our warehouse. We strongly recommend using a tracked and signed-for delivery service and retaining proof of postage.

REFUNDS

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 14 working days of receipt and inspection of the returned goods.

Depending on your payment provider, it may take additional time for the funds to appear in your account.

Original shipping charges are non-refundable unless the return relates to an incorrect, faulty, or damaged item supplied by us.

DAMAGED OR FAULTY ITEMS

We take great care when preparing orders; however, occasionally items may be damaged during transit or develop a fault.

If your order arrives damaged or faulty, please notify us within 5 working days of delivery by emailing [email protected].

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the problem
• Clear photographs showing the damage or fault
• Photographs of the outer packaging, where applicable

Provided the products have been stored and used according to the manufacturer’s instructions, we will arrange an appropriate resolution, which may include:

• Replacement of the item
• Repair where applicable
• Full or partial refund

INCORRECT ITEMS RECEIVED

If you receive an incorrect item, please contact us within 7 working days of delivery.

Please keep all products in their original packaging and do not use them.

Once verified, we will arrange either:

• Collection or return of the incorrect goods
• Shipment of the correct items
• Full refund where appropriate

MISSING ITEMS

If you believe an item is missing from your order, please contact us within 7 working days of delivery.

Our warehouse operates multiple verification procedures, including packing checks and parcel weight verification. We may request photographs of the products received and the packaging to assist with our investigation.

NON-DELIVERED PARCELS

If tracking indicates that your parcel has not been delivered, please notify us within 7 working days of the expected delivery date.

Where necessary, we will open an investigation with the courier. Courier investigations may take several working days to complete.

Depending on the outcome, we may offer a replacement shipment or refund.

ITEMS NOT ELIGIBLE FOR RETURN

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

• Opened and used wax products
• Products not in their original packaging
• Products damaged due to misuse, improper storage, or failure to follow instructions
• Clearance or discontinued items where stated at the time of purchase
• Opened and used cosmetic, skincare, pre-wax, post-wax, lotion, oil, powder, or hygiene-related products
• Used products
• Products returned without prior authorisation from our Customer Service Team

YOUR STATUTORY RIGHTS

Nothing in this Returns Policy affects your statutory rights under applicable consumer protection laws.