How long do I have to return my items if I am not satisfied with them?
We offer a 30-day money-back guarantee, this means that any products you are not satisfied with can be returned to us within 30 days of purchase in their original condition and packaging for a full refund. Just let our customer care team know to expect them prior to making the return and post to:
Sassy Shop Wax, Unit 11 Vertex Park, Oakwood Drive, Emersons Green, Bristol, BS16 7LB
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item(s), you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.Scent Discovery Subscription Terms and Conditions You have the right to cancel this contract within 14 days without giving reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or via email). Subscription boxes MUST be sent back IN FULL, with no items missing. Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
A small number of items are non-refundable due to the nature of the product. This includes:
- Gift cards
- Grande tubs
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds may be granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Please ensure your items are packed securely, ideally in a box and/or with generous padded protection.
-Any item that is returned more than 30 days after delivery
Return postage is covered by the customer.
Wax melts do need to cure for a few days for the fragrance to reach full strength so we recommend letting the wax sit for a few days before making your decision.
If you are returning an item(s), you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
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 firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Sassy Shop Wax, Unit 11 Vertex Park North, Oakwood Drive, Emersons Green, Bristol, BS16 7LB.
What if my items are faulty or damaged?
If you believe your items are damaged please contact our customer care team as soon as possible with your order number and images of the products you believe are not fit for purpose. The team will then be able to evaluate the issue and advise on further action.
In some cases, we will not require you to send the items back to us and a full refund will be issued, however, in the case of products being faulty but not damaged- for example, if you believe you have been sent the wrong fragrance- we may ask you to return the item to us to be assessed. If this is the case, a returns label will be issued to you and a replacement product or refund may be granted.
What happens if my parcel does not arrive?
We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact our customer care team with your order number and we will do our best to send replacement items where possible.
Are any items non-refundable?
Gift cards and subscription gifts cannot be refunded. If you have purchased a gift card and are unlikely to use, we are unable to refund the value but they can be transferred to other people by sharing the code given in the email.
Grande tubs are made to order so are also non-refundable.
What happens if I have missed the 30 day returns period?
We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed, however, if you wish to return items after this period a partial refund may be granted at the discretion of the customer care team.
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