Returns & Refunds Policy – Handmade Wax Melts (UK)
We want you to be completely happy with your purchase. Due to the nature of our handmade wax melts, please review the returns policy below:
1. Non-Returnable Items
As our wax melts are handmade and considered personal-use products, we are unable to accept returns once the packaging has been opened. This is for hygiene and safety reasons.
Additionally, items that have melted due to warm weather during transit or after delivery are not eligible for return or refund, as this is outside of our control. We recommend ensuring someone is available to receive the parcel during hot weather or choosing a delivery location where the parcel won’t be left in direct sunlight.
2. Change of Mind
If you change your mind about your purchase, you may return unopened and unused wax melts within 14 days of receiving your order, in accordance with your rights under the Consumer Contracts Regulations.
To be eligible for a return:
- The product must be unused and in its original, unopened packaging.
- You must notify us by email within 14 days of delivery.
- Items must be returned within 14 days of notifying us.
Return postage is the responsibility of the customer unless the item is faulty or incorrect.
3. Damaged or Faulty Items
If your item arrives damaged (excluding heat-related melting) or is faulty:
- Please contact us within 48 hours of delivery with photos of the issue.
- We will offer a replacement or refund where appropriate.
4. How to Return
To initiate a return, please contact us at hello@lunaandcocleaning.co.uk with your order number and reason for return. We will confirm next steps, including return instructions.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 5–10 working days.
Please note: Original postage costs are non-refundable unless the return is due to our error (e.g., faulty or incorrect item).
