Refund policy

Return, Refund and Cancellation Policy

Last updated: 25 October 2026

1. Standard Products

For standard, non-personalised candles and wax melts, customers may exercise their statutory right of withdrawal under applicable Norwegian consumer law.

The withdrawal period is generally 14 days from the day you receive the goods, subject to applicable legal requirements.

To exercise your right of withdrawal, please contact us at info@waxology.no within the applicable withdrawal period.

Unless otherwise required by law, you are responsible for the direct cost of returning goods when exercising your right of withdrawal, provided you were informed of this before completing your purchase.

Returned items should be handled with reasonable care. We may be entitled to deduct compensation for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, as permitted by law.

2. Personalised Candles

Our personalised candles are made to order using photographs or designs supplied or selected by the customer.

Under applicable Norwegian consumer law, the statutory right of withdrawal generally does not apply to goods made to the customer's specifications or that are clearly personalised.

This means personalised candles cannot normally be returned solely because you change your mind or dislike the appearance of a product that has been made in accordance with the agreed order.

Minor variations in colour, brightness, detail and finish may occur because of the handmade production process, image quality, materials and differences between digital screens. Minor variations do not automatically entitle you to a refund.

This exception does not affect your statutory rights if a product is defective, damaged, made using the wrong photograph, materially different from the agreed design or otherwise does not conform to your order.

Please review your selected photograph and personalisation details carefully before submitting your order.

3. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and contact us at info@waxology.no if an item arrives damaged, is defective or differs from what you ordered.

Please include your order number and clear photographs of the product and packaging where relevant.

We will assess the issue and explain the appropriate next steps in accordance with applicable consumer law.

Your statutory rights concerning defective, damaged, incorrect or non-conforming products remain unaffected by this policy.

4. Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@waxology.no, quoting your order number.

We will assess cancellation requests according to the status of the order and applicable law. Once production or shipping has started, cancellation may not always be possible.

Nothing in this section limits any statutory cancellation or withdrawal rights that apply to your purchase.

5. Returns and Refunds

Please contact us before returning an item. We will provide return instructions where a return is appropriate.

For eligible withdrawals, refunds will be processed in accordance with applicable law, generally using the original payment method unless otherwise agreed or legally permitted.

Where required by law, we will refund the product price and the cost of standard delivery. Additional costs paid for express or premium delivery may not be refundable beyond the cost of the least expensive standard delivery option offered.

Where permitted by law, we may withhold a refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

6. Exchanges

Exchanges are not guaranteed and are assessed on a case-by-case basis.

Please contact us before returning an item. Personalised candles cannot normally be exchanged solely because you change your mind, where the statutory exception applies.

This does not affect your statutory rights regarding defective or non-conforming products.