Refunds & Exchange Policy
At Devils Wax, we take great pride in the quality and craftsmanship of our products. Every item is carefully handmade and inspected before it leaves our studio. However, if something isn’t quite right, we’re here to help.
Each product is hand-made and custom poured and therefore some minor errors can occur. While we try to minimize this as much as possible; this may include slight colour differences or colour placements.
What Can Be Returned or Exchanged?
We accept returns or exchanges under the following conditions:
What Can Be Returned or Exchanged?
We accept returns or exchanges under the following conditions:
✅ The return is requested within 30 days of purchase
✅ The item is unused, unworn, unwashed, and in its original packaging and condition
✅ You can provide proof of purchase (order confirmation or receipt)
✅ Exchange requests for a different size or colour are subject to availability
What Can’t Be Returned?
❌ Custom-made, hand-poured products with minor surface imperfections or colour variations (these are normal and do not affect safety)
❌ Items that have been worn, used, washed, or damaged after delivery
❌ Items returned outside the 30-day window
❌ Products ordered in the wrong size, shape, or firmness for your personal needs
❌ Sale or discounted items, unless they arrive faulty or damaged
Faulty or Damaged Items
If you receive an item that is defective or unsafe to use, please contact us within 48 hours of delivery. Email clear photos and a description of the issue to sales@devilswax.com.au. If the item is eligible for return:
How to Request a Return or Exchange
Step 1: Contact Us
Email sales@devilswax.com.au within the required time frame. Include your order number, photos (if applicable), and reason for return or exchange.
✅ The item is unused, unworn, unwashed, and in its original packaging and condition
✅ You can provide proof of purchase (order confirmation or receipt)
✅ Exchange requests for a different size or colour are subject to availability
What Can’t Be Returned?
❌ Custom-made, hand-poured products with minor surface imperfections or colour variations (these are normal and do not affect safety)
❌ Items that have been worn, used, washed, or damaged after delivery
❌ Items returned outside the 30-day window
❌ Products ordered in the wrong size, shape, or firmness for your personal needs
❌ Sale or discounted items, unless they arrive faulty or damaged
Faulty or Damaged Items
If you receive an item that is defective or unsafe to use, please contact us within 48 hours of delivery. Email clear photos and a description of the issue to sales@devilswax.com.au. If the item is eligible for return:
- We may offer a refund or a replacement (replacement of the same design).
How to Request a Return or Exchange
Step 1: Contact Us
Email sales@devilswax.com.au within the required time frame. Include your order number, photos (if applicable), and reason for return or exchange.
Step 2: Return Approval
Once approved, we’ll provide instructions—and for eligible returns, a prepaid shipping label (within Australia).
Once approved, we’ll provide instructions—and for eligible returns, a prepaid shipping label (within Australia).
Step 3: Pack & Send
Securely pack the item in its original packaging (or similar protection), attach the return label, and drop it off at Australia Post. Keep your tracking number handy. Step 4: Inspection & Resolution
After we receive and inspect the return, we’ll notify you via email. Refunds will be issued to your original payment method within 5 business days, or we’ll process your exchange.
Refund Guidelines
💰 What’s Refunded
Items Returned to Us Due to Delivery Issues
If your parcel is returned due to:
Need Help?
We're real people and happy to help with any concerns.
Email: sales@devilswax.com.au
If you don’t hear back within 48 hours, please message us via social media to ensure your query is received.
Securely pack the item in its original packaging (or similar protection), attach the return label, and drop it off at Australia Post. Keep your tracking number handy. Step 4: Inspection & Resolution
After we receive and inspect the return, we’ll notify you via email. Refunds will be issued to your original payment method within 5 business days, or we’ll process your exchange.
Refund Guidelines
💰 What’s Refunded
- The full product price for eligible returns
- Refunds are processed to your original payment method
- Original shipping charges
- Damaged or incomplete returned items
- Items lost during return shipping (please track your parcel!)
Items Returned to Us Due to Delivery Issues
If your parcel is returned due to:
- Refusal to accept delivery
- Unpaid import/customs taxes
- Incorrect or incomplete address
- Attempt to contact you for re-delivery (you’ll need to cover shipping again)
- If we don’t hear back within 7 days, we will refund you the product cost minus shipping fees
Need Help?
We're real people and happy to help with any concerns.
Email: sales@devilswax.com.au
If you don’t hear back within 48 hours, please message us via social media to ensure your query is received.