Refund policy

1. RETURN AND REFUND POLICY

Last updated: 21 August 2026

Cancelling an order

You may cancel an order before dispatch by contacting info@waxindustries.com. Royal Mail collection is usually just after 14:00 UK time.

If the order has already been dispatched, the returns provisions below apply.

Change-of-mind returns

If you are a consumer who purchased from us online, you may cancel your purchase without giving a reason by notifying us within 14 days after the day on which you receive the goods.

After notifying us, you must return the goods within a further 14 days.

To start a return, email info@waxindustries.com with:

your name;
order number;
the product being returned; and
confirmation that you wish to cancel the purchase.

Return goods to:

Wax Industries Ltd
124 City Road
London
EC1V 2NX
United Kingdom

You are responsible for change-of-mind return postage. We recommend obtaining proof of posting. You remain responsible for the goods until they reach us.

You may inspect goods as you reasonably could in a shop. We may reduce the refund if handling beyond what is reasonably necessary has diminished the goods’ value.

Our tins are not routinely tamper-sealed. We therefore do not automatically reject a statutory cancellation solely because a tin has been opened. We assess the condition and handling of each returned product in accordance with applicable consumer law.

For hygiene and product-integrity reasons, returned cosmetic products are not placed back into saleable stock. They are quarantined and destroyed. This does not affect your right to an eligible refund.

Refunds

We will normally issue an eligible refund within 14 days after receiving the returned goods or, if earlier, receiving satisfactory evidence that you sent them back.

The refund will be made to the original payment method. It will include the price paid and the cost of our least expensive standard delivery option.

If you selected a more expensive delivery option, we do not have to refund the additional delivery charge unless that service was not provided.

Payment providers and banks may require additional time to place the refund in your account.

Refunds for orders placed through a Shopify Agentic Storefront or another Shopify-supported sales channel will be processed through Shopify.

Faulty, damaged or incorrect goods

Nothing in this policy limits your statutory rights.

Goods must be as described, of satisfactory quality and fit for their intended purpose.

If goods arrive damaged, are faulty, are incorrect or do not conform to the contract, contact us promptly at info@waxindustries.com.

Include your order number, a description of the problem and, where useful, photographs. We will provide appropriate instructions and pay reasonable return costs where goods are faulty, damaged, incorrect or otherwise non-conforming.

Depending on the circumstances and your legal rights, the available remedy may be a refund, repair or replacement.

International customers

Mandatory consumer rights in your country or region continue to apply where they cannot legally be excluded.

Contact

Email: info@waxindustries.com
Telephone: [BUSINESS PHONE NUMBER]
Support hours: Monday to Friday, excluding UK bank holidays
Response target: within one business day