Refund policy
All we ask is that you:
- First email us within 14 days of delivery at maseyelizabethxx@outlook.com with your name, order number and reason for your return.
- Return the product to us in the exact condition you received it, unused.
We only accept returns on unopened products due to the possible contamination of said products. (Due to wax products being melted at temperature, it is imperative that it has not come into contact with anything outside of what has been used in the controlled environment of which it was made to avoid contamination). If you have opened, used or partially used any of the items, a refund will only be given if the item is faulty**. If you have received a free gift(s), it must be returned in the above condition, if this is not possible, then you will be charged for the free gift(s) and the amount will be deducted from any refund amount owed.
If the return is due to an error on our part (i.e. we accidentally shipped something other than the product that appears in your order confirmation), let us know and we will make it right as quickly as possible.
If the return is due to anything other than our error, you are responsible for the cost of shipping the product back to us. We cannot supply return shipping labels. We also strongly suggest that you ship via Royal Mail/Evri with a tracking number as we cannot be responsible for packages lost in transit back to us. A re-stocking fee may be applicable at a charge of 15% of the total order cost.
Our policy lasts 14 days. If you have received an order from us and you are unhappy with your purchase, we will happily refund or exchange any item that is returned to us within 14 days of you receiving your order. If 14 days have gone by since you have received your order, or you have a *custom made/sale/or personalised product unfortunately, we cannot offer you a refund or exchange.
Delivery charges are non-refundable, the customer is responsible for return postage.
Waxmeltsbymb are not responsible for delays during delivery. Our dispatch time varies and is only a guideline, our estimated dispatch time is between 7-10 working days, which WILL increase during busy periods.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Sale items (if applicable).
Only full priced items may be refunded, unfortunately sale items cannot be refunded.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Delivery charges are non-refundable, the customer is responsible for return postage. Items personalised with your business logo, name, or anything outside of our standard packaging, will not be refunded unless the item is proved to be **faulty. Custom items cannot be refunded, Custom items are categorised by- a customer choosing a specific colour option. For example, if you have the option to select a colour, this means the product will be specially made for you and we cannot resell said item, therefore because it is made specifically to your needs, we cannot refund unless proven faulty** This includes sample boxes. Please get in touch if you have questions or concerns about your specific item.
We cannot refund if you are unhappy with the chosen scents in your order. This includes mystery bundles etc.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not (An item will only be refunded under the term of faulty-subject to testing and approval from us) If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too, Please allow up to 14 working days to be credited with your refund. All refunds are credited via the original payment method used when placing your order
Incorrect address
We know it happens, but if you see that you have put in the wrong address or missed something out, give us an email straight away at maseyelizabethxx@outlook.com ( no need to send more than one as it will push you to the back of the queue) please make sure to send the correct address with this email. Sadly orders leave so quickly we might not be able to do this nor have you noticed it is misspelt. This complies with chasing up orders also. We will have to wait for the order to be put down as incomplete and come back to the warehouse, we might also ask for delivery to be paid again if applicable. However, if the order gets delivered to the address you put in, it is up to you to go and collect it or arrange for it to be delivered to you. We can not offer a refund or replacements for an incorrect address, this includes forgetting house numbers and streets or misspellings, one or all of the postcodes.
