Refund Policy

1. Overview

At SenseMe Waxplay, we want you to be completely satisfied with your purchase. We understand that sometimes things don't work out, so we offer a straightforward refund policy.

Please read this policy carefully before requesting a refund. If you have any questions, don't hesitate to contact us.

2. Refund Eligibility

You may request a refund within 14 days of receiving your order, provided the following conditions are met:

• The candle is unused, unburned, and unopened in its original packaging
• You have your order confirmation or proof of purchase
• The item is in the same condition as when you received it, with no signs of use or damage

This 14-day period is in accordance with the EU Consumer Rights Directive, which grants consumers the right to withdraw from online purchases within 14 days of delivery.

3. Non-Refundable Items

Due to hygiene and safety considerations, the following items cannot be returned or refunded:

• Candles that have been lit, burned, or used in any way
• Candles with broken seals or opened packaging
• Items returned after the 14-day return window
• Gift cards or digital products
• Items purchased during clearance or final sale promotions (unless marked otherwise)

4. How to Request a Refund

To initiate a return, please follow these steps:

1. Email us at hello@waxplayme.com with your order number and reason for the return
2. Wait for confirmation— we'll review your request and respond within 2 business days with return instructions
3. Ship the item back to the address provided, in its original packaging. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective
4. Receive your refund— once we receive and inspect the returned item, we'll process your refund

5. Refund Processing

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed as follows:

• Refunds are issued to the original payment method used at checkout
• Processing typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer
• The refund amount covers the product price. Original shipping costs are non-refundable unless the return is due to our error

6. Damaged or Defective Items

If your candle arrives damaged, broken, or defective, we will make it right. Please:

1. Contact us within 48 hours of delivery at hello@waxplayme.com
2. Include photos of the damage and the packaging the item arrived in
3. Provide your order number for faster processing

We will arrange a free replacement or full refund (including shipping costs) at your choice. You will not need to return the damaged item.

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please initiate a return for the original item and place a new order for the desired product.

8. Late or Missing Refunds

If you haven't received your refund after the expected processing time:

1. Check your bank account or credit card statement again — some institutions take additional time to post refunds
2. Contact your bank or card issuer, as processing times vary
3. If you've done both and still haven't received your refund, contact us at hello@waxplayme.com

9. Order Cancellation

You may cancel your order free of charge before it has been dispatched. Once the order has been shipped, the standard return policy applies.

To cancel an order, email us as soon as possible at hello@waxplayme.com with your order number.

10. Questions?

If you have any questions about our refund policy or need help with a return, we're here to help:

• Email: hello@waxplayme.com
• Contact page: waxplayme.com/contact

We aim to respond to all enquiries within 24 hours on business days.