Terms and Conditions
How long do I have to return my items if I am not satisfied with them?
We offer a 30-day money-back guarantee, this means that any products you are not satisfied with can be returned to us within 30 days of purchase in their original condition and packaging for a full refund. Just let our customer care team know to expect them prior to making the return and post to:
Wych House Wax, 1 Orion Way, Cannock, Staffordshire, WS11 5SX
Return postage is covered by the customer.
Wax melts do need to cure for a few days for the fragrance to reach full strength so we recommend letting the bars sit for a few days before making your decision.
If you are returning an item(s), you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
What if my items are faulty or damaged?
If you believe your items are damaged please contact our customer care team as soon as possible with your order number and images of the products you believe are not fit for purpose. The team will then be able to evaluate the issue and advise on further action.
What happens if my parcel does not arrive?
We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact our customer care team with your order number and we will do our best to send replacement items where possible.
Are any items non-refundable?
Gift cards cannot be refunded. If you have purchased a gift card and are unlikely to use, we are unable to refund the value, but they can be transferred to other people by sharing the code given in the email.
What happens if I have missed the 30 day returns period?
We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed, however, if you wish to return items after this period a partial refund may be granted at the discretion of the customer care team.
How will I be notified and receive my refund?
Prior to returning any items to us, we do ask that you contact our customer care team via email to notify them of your intent and the reason for the return. They will then respond within 5 working days (Monday-Friday) to let you know if your request has been granted and when you should receive your refund.
The value of the refund will be returned to the original method of payment within 5 working days, however, it may take longer for the funds to appear in your account depending on the method used. Shipping costs are non-refundable and will be deducted from the refund amount.
If you do not receive your refund in the timeframe agreed, please first contact your bank.
What happens if I sent my order to the wrong address?
In the event that the wrong address is provided and the order is dispatched to the wrong address and is lost, a new order will need to be placed at the buyers expense. We will only issue a refund in this instance if the parcel is returned to us in its original condition by Royal Mail. We accept no liability for address errors and encourage you to check your address details are correct at the point of sale.