Refund policy

Items ordered in error:  Products are not offered on a sale or return basis, however, if products were ordered in error, and we receive them back within 5 days, in perfect and re-saleable condition, we will happily refund you the cost of the products only. 

Please note that you will have to pay for the delivery and return postage.

DAMAGED PRODUCTS:  If you receive a product that is damaged in transit, we will replace the damaged items once we have assessed the damage.

Please take photo's of the damaged items and email them to us within 48hrs at wax@kimlawless.com  

If for example a bag of wax beads has split, attach photos of the beads that have spilled inside the delivery box and a photo of the remaining beads still in the bag.  

If your can of strip wax has dented, this won't damage the wax and you won't see the dented can once it's inside the heater.  We are a small company so any understanding is much appreciated. 

Missing items:  If any of your items are missing from your order, please contact us straight away, but check around the room first.  We’ve never had this happen without them being found or recounted. 

When the items are packed by us, we weigh the box, and when the box reaches the DPD depot, they weigh the box and record it on their records, so it’s clear for us to identify if any items were missing.  If they are, we’ll send them out to you asap. 

Defective Items:  Kim uses wax from each batch on a daily basis to ensure that our products perform to the highest standards, however, if you feel that a product is defective, please email us with the batch number and as much info as possible about the defect so that we can send the products to our manufacturers for testing.  This may take up to 30 days, and if the product is found to be defective, we will issue you with a full or replace the items.