Refund policy

Refund and Return Policy

At Wax Merchant, we strive to ensure our customers are satisfied with their purchases. However, if you are not satisfied with your purchase, please review our refund and return policy below:

Eligibility for Returns

Please contact us within 14 days of receiving your order to initiate a return. Returns requested after this period will not be accepted.

Returned records must be in the same condition as received and include all original packaging. All returned items are inspected upon receipt, and if a record shows damage that affects its resale condition, unfortunately we won’t be able to issue a refund.

Return Process

Contact us via email at amie@waxmerchent.co.uk with your order details and reason for the return. Once approved, we will provide instructions for returning the record.

We recommend shipping the item back to us using a tracked and insured shipping method to ensure safe return. Royal Mail Tracked 48 will insure the contents up to a certain value, therefore, please check this amount covers the contents of the parcel before sending. Any items lost via the postal system will not be our responsibility, therefore we strongly recommend using tracking to return any items.

If you need to return a record because it is damaged or not as described, we will cover the return shipping costs. Please note, we will only reimburse shipping fees up to the cost of Royal Mail Tracked 48 (standard service). If you choose a more expensive shipping option, we will reimburse only up to the equivalent Tracked 48 rate.

If you're returning records to us from outside of the UK, please ensure the parcel is clearly marked as “Returned Goods” to avoid customs charges. Any customs fees or import duties incurred due to incorrect labelling will be the responsibility of the sender.

International customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. In such cases, please contact us before arranging the return so we can confirm whether we will cover the return postage and advise on the appropriate shipping method.

Mystery/ Bargain Boxes

Unfortunately we can't offer partial refunds on mystery boxes for specific records. However, if there are any issues in terms of the quality of the records, or if an item is damaged, then the above process and policy will still apply. 

Return Shipping Costs

Customers are responsible for return postage costs unless the return is due to our error or a damaged item.

If the record arrives damaged, or if we sent the wrong item, we will cover the cost of return shipping. In such cases, please provide photographic evidence of the damage or error.

Refunds

Once we receive and inspect the returned item, we will notify you of the refund status.

Approved refunds will be issued to your original payment method within 7 working days. Please allow a couple of days for the return to show in your bank once it has been initiated at our end.

Shipping costs from the original order are non-refundable unless the return is due to our error or a damaged item.

If you have any questions about our refund and return policy, please contact us at amie@waxmerchant.co.uk. We’re here to help!