Returns & Refunds Policy

<p>At Senpai Wax, we stand behind the quality of our premium ear wax removal tools. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue quickly and transparently.</p>

<h2>1. Standard Return Window</h2>
<ul>
    <li><strong>30-Day Policy:</strong> We accept returns within 30 days from the original purchase date.</li>
    <li><strong>Condition of Items:</strong> To qualify for a return or exchange, all merchandise must be unused, unaltered, and in perfect operational condition.</li>
    <li><strong>Packaging:</strong> Items must be accompanied by their original product packaging, including all original parts, accessories, charging cables, and instruction manuals.</li>
    <li><strong>Final Sale:</strong> Any merchandise specifically marked as “Final Sale” cannot be returned, refunded, or exchanged.</li>
</ul>

<h2>2. Return Options & Fees</h2>
<p>To make the process seamless for our customers in the US and UK, we provide pre-paid return shipping labels under the following conditions:</p>
<ul>
    <li><strong>Return for Store Credit (US & UK):</strong> Pre-paid return labels are sent completely free of charge.</li>
    <li><strong>Return for Cash Refund:</strong> Pre-paid return labels are provided, but a $5 handling fee will be deducted from your final refund amount.</li>
    <li><strong>Refund Processing Time:</strong> Cash refunds are processed and issued within 15 – 20 business days after our US warehouse receives, inspects, and approves the condition of your returned item.</li>
    <li><strong>Shipping Fees:</strong> Original shipping charges paid at checkout are strictly non-refundable.</li>
</ul>

<h2>3. Exchanges and Processing</h2>
<ul>
    <li><strong>Timeframe:</strong> Merchandise must be submitted for exchange within 30 days of the original order date.</li>
    <li><strong>Free Exchange Shipping (US & UK):</strong> Pre-paid return labels are sent free of charge for all valid product exchanges.</li>
    <li><strong>Processing Turnaround:</strong> Your replacement item will be prepared and dispatched within 2 – 3 business days after our facility receives and verifies your exchanged unit.</li>
    <li><strong>Policy Limit:</strong> To prevent abuse, an order can only be exchanged once. Original shipping charges remain non-refundable.</li>
</ul>

<h2>4. Coupon & Discount Codes Policy</h2>
<ul>
    <li><strong>Grace Period:</strong> If you forget to apply an active discount code at checkout, please contact us immediately. We can manually apply the code only up to 12 hours after the order has been placed.</li>
    <li><strong>Usage Limit:</strong> Only one (1) coupon code can be utilized per purchase.</li>
    <li><strong>Restrictions:</strong> Coupon codes cannot be applied to previous purchases, nor can they be retroactively applied after an order has entered our processing queue or has been shipped.</li>
</ul>

<h2>5. Dispute & Escalation</h2>
<p>If you are unsatisfied with a specific return or warranty decision, please contact our support desk directly at <a href="mailto:support@senpaiwax.store">support@senpaiwax.store</a>. Please include your ORDER ID in the subject line, and our management team will personally review and escalate your case within 48 hours.</p>

<h2>Contact Us</h2>
<p>If you have any questions, require assistance with a return label, or need troubleshooting support for your ear wax removal tool, please reach out to our team:</p>
<ul>
    <li><strong>Brand Name:</strong> Senpai Wax</li>
    <li><strong>Email:</strong> <a href="mailto:support@senpaiwax.store">support@senpaiwax.store</a></li>
    <li><strong>Corporate Address:</strong> 1209 Mountain Road Pl NE, Albuquerque, NM 87110, USA</li>
    <li><strong>Hotline Support:</strong> +1 (212) 658-3916</li>
</ul>