Refund policy

Returns & Refund Policy

Last updated: 19 July 2026

At The Little Wax Pantry, every product is hand-poured in small batches and carefully inspected before dispatch. We hope you'll love your order, but if something isn't right, this policy explains your rights and how we handle returns and refunds.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it.

To exercise this right, you must notify us within 14 days of delivery. Once you've informed us that you wish to cancel, you have a further 14 days to return the item.

To be eligible for a return, products must be:

  • Unused.
  • Unopened and in their original packaging.
  • Returned in a condition suitable for resale.

You are responsible for the cost of returning the item unless it is faulty, damaged or supplied in error.

2. Items That Cannot Be Returned

For hygiene and quality reasons, we cannot accept returns where:

  • Wax melts have been used, melted or partially used.
  • Products have been opened or are no longer in their original packaging.
  • Items are returned damaged due to inadequate packaging by the customer.
  • Products are not returned in a condition suitable for resale.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

3. Faulty or Damaged Items

If your order arrives damaged or you believe an item is faulty, please contact us as soon as possible and, where possible, within 48 hours of delivery.

Please include:

  • Your order number.
  • Clear photographs of the product.
  • Photographs of the packaging (where applicable).

We ask that you notify us within 48 hours of delivery if your order arrives damaged, as this helps us investigate with our delivery provider. However, this does not affect your statutory rights under UK consumer law.

Once we've reviewed the issue, we'll arrange an appropriate resolution, which may include:

  • A replacement.
  • A full refund.
  • A partial refund, where appropriate.

4. Scent Preference

Fragrance is a personal preference, and we cannot offer refunds or returns simply because you do not like a particular scent once the product has been opened or used.

If you're trying a fragrance for the first time, we recommend choosing one of our smaller wax melt options before purchasing larger quantities.

5. Refunds

Once your returned item has been received and inspected, we'll let you know whether your refund has been approved.

If approved:

  • Refunds will be processed within 5-10 working days.
  • Refunds will be made using the original payment method used for the original purchase.
  • Standard delivery charges will be refunded where required under UK consumer law if the order is cancelled within the statutory cancellation period.
  • Return postage costs will only be refunded where the item is faulty, damaged or incorrectly supplied.

6. Exchanges

We do not offer direct exchanges.

If you'd like a different product, please place a new order once your return has been processed.

7. How to Start a Return

To request a return, please contact us at:

The Little Wax Pantry
📧 hello@thelittlewaxpantry.co.uk

Please include:

  • Your order number.
  • The reason for your return.
  • Photographs if your item is damaged or faulty.

We'll respond as quickly as possible and guide you through the next steps.