Returns & Refund Policy

At Wax & Willow, we take pride in the quality of our hand-poured products. If you are not completely satisfied, we are here to help.

Order Cancellations: To request a cancellation, please email waxandwillow1@gmail.com immediately. We will do our best to intercept your order before dispatch. Once an order has been fulfilled, we are unable to cancel it. If you refuse delivery, a refund will be processed upon the safe return of the items in their original condition.

​

Returns (Non-Faulty Items): Due to the nature of our products, all sales are final once opened. We are unable to offer refunds or exchanges based on personal scent preference. For all other items, returns are accepted within 14 days of receipt, provided the product remains unused, in its original packaging, and in sellable condition. Please contact us before returning any items. Customers are responsible for return postage costs for non-faulty items.

Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or contains an incorrect item, please contact us at waxandwillow1@gmail.com within 72 hours of delivery. Please include photos of the items and their packaging. We will review your request promptly and arrange for a replacement or a refund where appropriate.

Subscription Cancellations: Subscriptions can be managed via your account or by emailing us. Please note that cancelling a subscription prevents future charges but does not reverse orders already processed. If you need to request a cancellation for a paid subscription order, please contact us immediately.

Processing Refunds: Refunds are issued to the original payment method once returned items have been received and inspected. Please allow up to 7 working days for funds to appear in your account.

We adhere to the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For any further questions, please visit our Contact Us page.