Refund policy
Returns - APPLICABLE TO PRODUCTS ONLY (This returns policy does not apply to services or made to order merchandise)
Frosting is a natural occurrence when working with soy wax and may be present in some of our creations, therefore frosting will not be a reason for refund or return. However if you are unhappy with your purchase please send us a photograph of your item precisely as delivered to our company email address: hello@villainaesthetics.co.uk your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable/refundable items:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we will not be able to offer you a return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it can take some time before your refund is officially credited. Next contact your bank as there is often some processing time before a refund is completed.
If you have done all of the above and you still have not received your refund yet, please contact us at: hello@villainaesthetics.co.uk
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@villainaesthetics.co.uk and send your item to: VILLAIN, 18 Abbot Close, Oakwood, Derby, DE21 2BQ, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, an e-gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be informed of the return.
Shipping
To return your product, you should send your product to: VILLAIN, 18 Abbot Close, Oakwood, Derby, DE21 2BQ, United Kingdom
UK customers will receive a returns shipping label for Royal Mail free of charge and will be requested to ship back to us via the Post Office. International customers will be responsible for paying for return shipping costs. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.