Refund policy
We take great care in creating and packaging our products, and we hope you enjoy every purchase. If something isn’t quite right, we’re here to help.
Change of Mind
In line with UK Consumer Contracts Regulations, you may request a return within 14 days of receiving your order.
To be eligible for a return, items must be:
- Unused, unopened, and in their original packaging
- In a resalable condition
For hygiene and safety reasons, bath salts, candles, and essential oils cannot be returned once opened or used, unless they are faulty.
To request a return, please email connect@aloeandwax.com with your order number.
Faulty or Damaged Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery, including photographs where possible. We will arrange a replacement or a full refund, including reasonable return postage.
Return Postage
- For change-of-mind returns, customers are responsible for return postage
- We recommend using a tracked service, as we’re unable to accept responsibility for items lost in transit
Refunds
Once your return is received and inspected, refunds will be issued to your original payment method within 5–10 working days.
Please note that original shipping charges are non-refundable unless the item is faulty or incorrect.
Non-Returnable Items
Unless faulty, we’re unable to accept returns for:
- Opened or used bath salts, candles, or essential oils
- Personalised or made-to-order items
Your Legal Rights
Nothing in this policy affects your statutory rights under UK consumer law.