Refund policy

Returns 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it.

Please contact us via email before returning any items.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@puddleofwax.com. 

Damaged Items

We are sorry to hear that your item is damaged, we securely package all items but occasionally breakages during transit do happen.  Please be aware that all damage must be reported to us within 72 hours of delivery. Any damage notified after this period cannot be refunded.

Please email your name, order number and photo's of the damage to info@puddleofwax.com and we will reply within 1 working day with a refund or exchange solution.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item, send us an email at info@puddleofwax.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over £15, you should consider using a tracked postage service or purchasing postage insurance. We don’t guarantee that we will receive your returned item.