How Refunds Work

Refund Eligibility

You may be eligible for a refund in the following situations:

• The item was not as described (condition, product, or photo discrepancy).
• The item was damaged during shipping.
• The item never arrived (non-delivery).
• You received the wrong item.
• The item is counterfeit or not factory-sealed as described.
• Part of your order is missing.

Timeframe

You must contact the seller within 14 calendar days of the delivery date to be eligible for a refund. Claims submitted after 14 days may not be eligible.

How to Request a Refund

To request a refund:

• Contact the seller through the Wax Trader messaging system.
• Provide your order number, a description of the issue, and photos if applicable.
• The seller will review your request and respond with a resolution (full refund, partial refund, or replacement).
• If you cannot reach a resolution with the seller, escalate to Wax Trader support at hello@waxtrader.io.

Refund Processing Time

Once a refund is approved, it is processed back to your original payment method. Refunds typically take 5–10 business days to appear on your statement, depending on your bank or credit card provider.

What Refunds Include

Approved refunds typically include:

• Full product price.
• Original shipping costs (if the issue was the seller's fault — e.g., wrong item, defective product).

What Refunds Do Not Include

Refunds do not include:

• Outgoing shipping costs for change-of-mind returns.
• Import duties or taxes paid by the buyer (for international orders).