At WAXSAM, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we will do our best to provide a fair and reasonable solution.

This policy applies to purchases made directly through our website.

Your statutory consumer rights remain unaffected.

1. Return Period

Customers may request a return within 30 days of receiving their order, subject to the conditions below.

For consumers in the European Union, the statutory 14-day right of withdrawal applies at a minimum, subject to applicable legal exceptions.

Customers do not need to provide a reason when exercising their statutory right of withdrawal.

2. Conditions for Returns

For a standard voluntary return, products should:

  • Be unused and in their original condition.
  • Include original packaging, accessories, and components where reasonably possible.
  • Not be damaged due to misuse or improper handling.

We may assess the condition of returned products before processing a refund.

These conditions do not restrict your statutory rights regarding faulty, damaged, or incorrectly supplied goods.

3. How to Request a Return

To request a return, please contact our customer service team:

Email: waxsam@outlook.com

Please provide:

  • Your order number.
  • The product you wish to return.
  • The reason for the return, if applicable.
  • Photographs or videos if the product is damaged or defective.

We will provide return instructions and confirm the applicable return address.

Return Address:

Wenguan Road, Chenghai, Shantou City, Guangdong Province, China 515800

Please do not send products back without first confirming the return arrangements with our customer service team.

4. Return Shipping Costs

For voluntary returns due to a change of mind, the customer is responsible for the direct return shipping costs, where permitted by applicable law.

For incorrect, defective, or damaged products, WAXSAM will cover reasonable return shipping costs or provide another appropriate solution.

For EU consumers exercising their statutory right of withdrawal, the customer is responsible for direct return shipping costs only where legally permitted and where this responsibility has been properly disclosed before purchase.

5. Refund Policy

Once your returned item has been received and inspected, we will notify you of the refund decision.

Approved refunds will normally be processed within 5–10 business days.

Refunds will be issued to the original payment method whenever possible.

Depending on your bank, card issuer, or payment provider, additional time may be required for the refunded amount to appear in your account.

For statutory EU withdrawals, refunds will be made within the applicable legal timeframe. We may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first, where permitted by law.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please provide photographs or videos showing the issue.

After reviewing your claim, we may offer:

  • A replacement product.
  • A full or partial refund, as appropriate.
  • Another mutually agreed solution.

We will not require customers to pay return shipping costs for products confirmed to be defective, damaged on arrival, or incorrectly supplied.

Nothing in this section limits any mandatory legal remedies available to consumers.

7. Order Cancellation

You may request cancellation before your order has been dispatched.

If your order has not yet shipped, we will cancel it and issue a full refund.

Once an order has been dispatched, cancellation may no longer be possible. However, eligible customers may still exercise their applicable return or withdrawal rights.

8. EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.

The 14-day period begins on the day you, or a person designated by you other than the carrier, receive the goods.

To exercise this right, you must inform us of your decision through a clear statement, such as an email, before the withdrawal period expires.

You may use the model withdrawal form below, but it is not mandatory.

9. Model Withdrawal Form

To: WAXSAM INDUSTRIAL CO., LTD.

Email: waxsam@outlook.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Product name:
  • Order number:
  • Date of order:
  • Date of receipt:
  • Customer name:
  • Customer address:
  • Customer email:

Date:

Signature (only if submitted on paper):

10. Contact Information

For return and refund inquiries:

WAXSAM TRADING CO., LTD.

Email: waxsam@outlook.com

Telephone: +86 754 87216469

Address: Wenguan Road, Chenghai, Shantou City, Guangdong Province, China 515800