Buyer Protection Guarantee

What Is Buyer Protection?

Every purchase on Wax Trader is covered by our Buyer Protection Guarantee. If something goes wrong with your order, we are here to help make it right. Our goal is to ensure every buyer has a safe, trustworthy shopping experience.

What Is Covered?

Buyer Protection covers the following situations:

• Item not as described — The product does not match the listing description or photos.
• Damaged in transit — The item arrived damaged due to shipping.
• Non-delivery — The item never arrived and tracking confirms it was lost.
• Counterfeit items — The product is not authentic or factory-sealed as described.
• Incorrect item — You received a different product than what you ordered.
• Missing items — Part of your order is missing.

How to File a Claim

If you experience any of the issues listed above:

• Contact the seller through the Wax Trader messaging system within 30 days of the estimated delivery date.
• Provide your order details, a description of the issue, and photos if applicable.
• The seller will have the opportunity to resolve the issue (refund, replacement, or partial refund).
• If the seller does not respond or you cannot reach a resolution, escalate to Wax Trader support at hello@waxtrader.io.
• Our team will review the case and make a final decision based on our policies.

Resolution Timeline

Sellers are expected to respond promptly to buyer claims. If escalated to Wax Trader support, we aim to resolve disputes within 3–5 business days. Approved refunds are processed back to your original payment method within 5–10 business days.

What Is Not Covered?

Buyer Protection does not cover:

• Buyer's remorse or change of mind.
• Items damaged by the buyer after receipt.
• Opened or tampered sealed products (unless the item was received already opened).
• Claims submitted more than 30 days after the estimated delivery date.
• Transactions conducted outside of the Wax Trader platform.

Learn More

For full details on our buyer protection program, visit the dedicated Buyer Protection page. For refund-specific information, see our Refund & Return Policy.