Disputes & refunds

On the order detail page, before the auto-release fires, click Open a dispute. Pick a reason (box not sealed, wrong item, damaged, never arrived, etc.), add a description (30+ characters), attach photos in the same form (up to 6: the box, the seal and the packaging), and pick your preferred outcome (refund, replacement, or partial refund). Funds stay held until WaxDepot Support resolves it, and you can add more photos to the dispute thread afterwards. On orders of $500 and up, a claim about what was in the box (resealed, wrong item, damaged, not as described) also needs your unboxing video, added on the order page before you file.

The seller has 48 hours to respond. WaxDepot Support reviews both sides within 3 business days. If we side with you, you get a full refund and the seller is on the hook for return shipping. If we side with the seller, funds are released to them.

Don't break the seal. Take clear photos showing weight, factory tape condition, and any irregularities. Open a dispute immediately and select "Suspect resealed." Our team has trained eyes and we err on the side of buyers when authenticity is in question.