Refunds & Returns Policy
Overview
Only regular priced items may be refunded; sale items will not be refunded.
Gift cards cannot be refunded at any point in time.
WAX & LYE does not offer returns on any of its' products for orders placed in error, or for changes of mind once an item has been sent. This is due to hygiene and tampering concerns for many items, as well as some items being exposed to prolonged high temperatures which may affect their use and ability to be resold. Sorry for any inconvenience caused, and instead we hope you enjoy your products!
WAX & LYE does not offer refunds on any of its' products for orders placed in error, or for changes of mind once an item has been sent. If the item has not been sent/delivered, and you wish to cancel it, please contact us immediately at contact@waxlye.com.au - A 25% restocking fee for all items will be debited from your total refund (including any shipping fees) if it was able to be cancelled in time.Problems with Shipping
All orders are triple checked and ticked off and on your order form before being sent to avoid missing items. If your order arrives with missing items, please contact us at contact@waxlye.com.au so we can start making compensation claims with Australia Post in order to resend your item (conditions apply).
If your order doesn't arrive, please contact us at contact@waxlye.com.au so we can look at your details and make sure your shipping details were correct. If the order was sent to the wrong address and the error was ours, you shall either receive a full refund (including shipping fees) to your preferred payment provider or in the form of a store credit to be used within 30 days, or if more of the same items are still in stock, your order shall be resent to the correct address at our expense. However, if you entered the wrong address during checkout and then the order was sent before you realised the mistake of address, please contact Australia Post for advice on how to proceed. No refunds, store credits or replacements shall be given/sent in this case - Make sure you check your details prior to clicking CONFIRM!
If your order arrives damaged and/or broken, please contact us immediately at contact@waxlye.com.au and provide details of how you received your order in the mail. Please also state your order number, tracking number and provide photographic evidence showing the damage. If approved, the balance of only the damage item/s shall be refunded to you (less all shipping fees) either directly to your preferred payment method, or in the form of a store credit to be used within 30 days.
Please note that we always reverse track all parcels sent via our Australia Post business account and can always see the status and location of your parcel on its journey to your door!
Problems with Delivery / Pick Up Services
WAX & LYE offers a delivery service to all residences and businesses within a 40km radius of our place of business. For more information, please view our Shipping & Delivery services guide.
WAX & LYE offers a free pick up service only to market locations at this point in time; please check our Market Day listings in the footer for more information on upcoming times, locations, and terms of service guide.
Other - Electrical Goods
For faulty electrical items, please discontinue use and contact us immediately at contact@waxlye.com.au to proceed! Items shall need to be returned to WAX & LYE (at your expense), and then sent back to the manufacturer for proper testing; this may take some time. If deemed to be faulty, a new identical item shall be sent to you at no charge (if desired) or a refund shall be offered to you either directly to your preferred financial institution, or in the form of store credit for the amount of the item, plus the initial and return shipping fees.
If the electrical item in question turns out to be in working order as decided by the manufacturer, it shall be returned to you - Please note, in these cases a 25% Admin Fee on the initial purchase price (at retail value) shall apply for all items processed that are found to be in perfect working order to cover our testing and freight charges.
Light globes are excluded from this faulty part testing procedure as they are a consumable item. Please note that using light globes purchased anywhere other than WAX & LYE for our electrical units voids all warranties and the option to have your items returned to the manufacturer for testing shall be unavailable.
