Refund & Return Policy

1. Eligibility & Timeframes

To be eligible for a refund or return, you must contact the seller through Wax Trader within 14 calendar days of the delivery date. Sellers should respond within a reasonable timeframe. If you cannot reach a resolution, you may escalate to Wax Trader support.

• Not as described / condition discrepancy
• Incorrect or missing items
• Damaged in transit
• Non‑delivery (order never arrived)
• Counterfeit items

2. Refund & Return Process

Step 1: Contact the Seller

Contact the seller through our messaging system within 14 calendar days of the delivery date. Provide order details, photos if applicable, and a clear description of the issue. Most issues are resolved directly with the seller.

Step 2: Seller Response

Sellers are expected to respond promptly and work with you to resolve the issue. Resolution options may include:

• Full refund upon return of the item
• Partial refund if you choose to keep the item
• Replacement item, if available

Step 3: Escalation

If the seller does not respond or if you cannot reach an agreement, contact Wax Trader support at hello@waxtrader.io. Our team will review communications and evidence and make a final decision based on this policy.

Step 4: Resolution

Once a resolution is agreed upon, approved refunds are processed back to your original payment method within 5–10 business days.

3. Return Requirements

Important: You must NOT return items without prior authorization from the seller. Unauthorized returns may not be eligible for a refund.

If a return is required and authorized by the seller:

• Items must be returned in the same condition as received
• Items must include all original packaging and accessories
• Return shipping is the seller's responsibility when the return is due to a seller error
• The seller should provide a prepaid, trackable shipping method for returns due to seller error
• Returns should be shipped promptly after authorization

4. Sealed Products

Unopened, factory‑sealed merchandise may be returned within 14 calendar days of the delivery date, subject to seller authorization. Items must be returned unopened and in the same condition received. If the return is due to seller error, the seller should provide a prepaid, trackable return label. Opened sealed products are not eligible for return.

5. Non-Refundable Items

The following are generally not eligible for refunds:

• Items damaged by the buyer after receipt
• Opened or tampered sealed products
• Items returned beyond 14 calendar days of the delivery date
• Buyer's remorse or change of mind
• Buyer error in ordering (e.g., wrong item/quantity) unless seller agrees
• Unauthorized returns (sent back without seller approval)
• Products accurately matching the listing description and photos

6. Partial Refunds

We may issue partial refunds if:

• Only part of the order is damaged or incorrect
• Item has minor cosmetic issues not disclosed in listing
• Product condition is slightly different but acceptable

7. Refund Amounts

Approved refunds typically include:

• Full product price
• Applicable sales tax collected on the order

Refunds do not include:

• Any import duties or customs fees paid by the buyer

8. Communication

Maintaining open and respectful communication between buyers and sellers is crucial for resolving issues efficiently. Please respond promptly to seller inquiries and provide any requested documentation or photos in a timely manner.

9. Disputes

If you and the seller cannot agree on a resolution after good faith communication, Wax Trader will investigate and make a final decision based on our policies and the available evidence. Both buyers and sellers are expected to cooperate fully during any dispute resolution process.

10. Contact Information

For refund requests or questions about this policy: