Refund policy

Our return policy lasts 30 days from the date of purchase. If more than 30 days have passed, unfortunately we cannot offer you a refund or exchange.

Please note:

  • Only regular priced items are eligible for refunds.
  • Sale items are non-refundable.
  • Gift cards are non-refundable at any time.

Change of Mind / Order Errors

Due to hygiene concerns and the heat-sensitive nature of our products, WAX & LYE does not accept returns or offer refunds for change-of-mind purchases or orders placed in error once they have been shipped.

If your order has not yet been shipped and you wish to cancel, please contact us immediately at contact@waxlye.com.au.
If we are able to cancel the order in time, a 25% restocking fee will be deducted from your total refund (including any shipping charges).

Missing or Incorrect Items

All orders are triple-checked before dispatch to ensure accuracy. If you believe an item is missing from your order, please email us at contact@waxlye.com.au so we can investigate and, if necessary, file a claim with Australia Post.

Lost Parcels

If your parcel hasn’t arrived, contact us with your order details so we can check the tracking information.

  • If the error was ours, we will offer either a full refund, store credit, or a replacement shipment at our expense (subject to stock availability).
  • If the error was yours (e.g. incorrect shipping address entered during checkout), unfortunately we cannot offer any refunds or replacements. Please contact Australia Post directly to attempt recovery of the parcel.
    Always double-check your details before confirming your order.

Damaged Items

If your order arrives damaged, please email us at contact@waxlye.com.au with the following:

  • Order number
  • Tracking number
  • Clear photos of the damage

If approved, we will refund the value of the damaged item(s) only (excluding shipping costs), either to your original payment method or as store credit.

Local Delivery & Market Pick-Up

  • We offer local delivery within a 40km radius of our location. See our Shipping & Delivery page for full details.
  • Free pick-up is available from selected market locations only. See our Market Day listings in the footer for upcoming dates and conditions.

Electrical Goods

For any electrical item that appears faulty, stop using it immediately and contact us at contact@waxlye.com.au.
You will be required to return the item (at your expense) so it can be tested by the manufacturer.

  • If deemed faulty, we will offer a replacement at no cost or a full refund (including return shipping).
  • If deemed to be in working order, the item will be returned to you. In this case, a 25% administration fee will be deducted from your refund to cover handling and freight.

Please note:

  • Light globes are not included in the faulty item assessment as they are consumable items.
  • Using light globes not purchased from WAX & LYE in our electrical products voids all warranties and the option to return items for testing.

Contact Us

For all return, refund or shipping enquiries, please contact us via contact@waxlye.com.au. We're here to help!