This refund policy applies to orders placed in our Australian store at beyerswerk.com/en-au. All prices and refunds are in Australian dollars (AUD).

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits these rights. The rules below on change-of-mind returns and hygiene products do not apply to faulty, damaged or incorrect items.

30-day money-back guarantee

If you change your mind, you can return unopened boxes within 30 days of delivery for a full refund of the price you paid for them.

• The box must be unopened, unused and in its original sealed packaging.
• If you ordered a multi-box pack, you can return the boxes you have not opened. We refund the per-box price of your pack for each unopened box.
• Please contact us before sending anything back (see "How to start a return" below).
• Return shipping for change-of-mind returns is paid by you. The original shipping charge is not refunded for change-of-mind returns.

Hygiene products: opened or used sticks

Waxlet is a personal hygiene product. For health and hygiene reasons, we cannot accept change-of-mind returns of opened boxes or used sticks, and we do not refund them for change of mind.

This does not affect your rights if a product is faulty, damaged or not as described. In that case, please contact us as explained below, even if the box has been opened.

Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or is not what you ordered, please email us with your order number and a photo or short video of the problem.

• For a major failure, you can choose a refund or a replacement.
• For a failure that is not major, we will replace the item or refund you.
• We cover any return shipping costs for faulty, damaged or incorrect items. In most cases you will not need to send the item back.
• For faulty, damaged or incorrect items, we also refund the original shipping charge.

How to start a return

Email support@beyerswerk.com with:

• your full name
• your order number
• the email address used for the order
• the reason for your return (for faulty items, please add a photo or video)

We will reply with the next steps. If a return is needed, please only send it after we have confirmed it, so we can match it to your order.

Return address (only after our confirmation):

LTG / Beyerswerk
Egellsstraße 21
13507 Berlin
Germany

We recommend a tracked shipping service for change-of-mind returns.

Refunds

Once your return has arrived, or once we have confirmed a refund without return, we will email you to let you know.

Approved refunds are made to your original payment method in AUD, usually within 7 to 14 business days. Your bank or payment provider may take a few extra days to show the refund in your account.

Order cancellations

If you want to cancel your order, please contact us as soon as possible. If your order has not been shipped yet, we will cancel it and refund you in full. Once it has shipped, it can no longer be cancelled. Unopened boxes can then be returned under the 30-day money-back guarantee above.

Questions

If you have any questions about returns or refunds, please email support@beyerswerk.com.