Waxly Returns Policy

Buyer Protection ensures you can buy with confidence. Waxly is a marketplace connecting independent sellers and buyers, but we’ve got your back if things don’t go as planned.

When Can I Request a Return?

You have 7 days from the moment your package is marked as "Delivered" to report any issues. We recommend checking your items as soon as they arrive so we can help you quickly if something is wrong.

Our Buyer Protection applies if your item is "Significantly Not As Described." This includes:

• The Wrong Version: You received a different pressing, color, or edition than what was listed.

• Condition Issues: The item's grade (e.g., Near Mint vs. Good) is lower than promised.

• Missing Pieces: Components mentioned in the description (like inserts or posters) are missing.

• Doesn't Match Photos: The item looks materially different from the listing images.

How the Process Works

We believe most issues can be solved with a quick chat. Here is the step-by-step:

1. Visit the order page and click “There’s a problem”. Send a message to the seller explaining the issue. Provide as much detail as possible, including photo evidence.

2. Most of the time, you can agree on a solution together. The seller can choose to offer a partial/full refund at their discretion.

3. If you and the seller can’t reach an agreement, you can escalate the issue to us, just click “contact support” from the order page.

4. Depending on the issue, we’ll often ask you for some additional evidence, for example, a few clear photos of the item, the packaging.

5. Our team will review the facts and make a fair decision.

   • If our support team determines that the item(s) are as described, the order will be completed and the payment will be released to the seller.

   • If our support team determines the item(s) are “Significantly Not As Described”, a full refund will be issued to you. The seller may request that you return the items, which you must do promptly. A return postage label will be paid for by the seller.

Lost or Missing Packages

We know it’s frustrating when the mail doesn’t play nice.

• We’ll Help Track It: We work with our delivery partners to find lost packages and resolve courier hiccups.

• The Fine Print: Because Waxly isn’t the one physically mailing the package, we aren't responsible for stolen mail (once marked delivered) or errors caused by an incorrect address provided at checkout.

If a package is truly gone for good, we’ll review the case under our Buyer Protection rules to see if a refund is possible.