Refund policy

Return & Refund Policy

Due to the hygiene-sensitive and/or heat-sensitive and/or fragile nature of our handmade products, WAX & LYE does not accept returns or offer refunds or exchanges for any reason once an order has been shipped.

All sales are final.

Change of Mind / Order Errors

If your order has not yet been shipped and you wish to cancel, please contact us immediately at contact@waxlye.com.au. We cannot guarantee cancellation once an order has been processed, and we are unable to cancel orders that have already been dispatched.

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.

New Zealand Orders — Biosecurity Restrictions

Certain products cannot be shipped to New Zealand due to New Zealand Ministry for Primary Industries (MPI) biosecurity regulations. These include but are not limited to products containing natural botanicals, dried ingredients, timber, jute, sisal, or animal-derived ingredients.

If your order contains a biosecurity-restricted item, your order will be automatically cancelled and a full refund issued. You will be notified by email. You are welcome to reorder any products not subject to these restrictions. WAX & LYE is not liable for any inconvenience caused by biosecurity-related cancellations.

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 top navigation menu 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. A 25% administration fee will be deducted 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 refund or shipping enquiries, please contact us at contact@waxlye.com.au. We're here to help!