RETURNS POLICY

At The Annex Accessories, we want you to love every product you purchase from us. If for any reason you are not completely happy with your order, we’re here to help.

RETURNS

  • You may return any unused, unopened, and resaleable items within 14 days of receiving your order.
  • To start a return, please contact us at hello@theannexaccessories.com with your order number and details of the item(s) you wish to return.
  • Returned items must be in their original packaging and condition. We cannot accept returns for used products, opened wax melts, candles, reed diffusers, or any item where the seal has been broken due to hygiene and safety reasons.
  • Custom or personalised items are non-returnable unless faulty.

REFUNDS

  • Once your return is received and inspected, we will notify you by email and confirm if your refund has been approved.
  • Refunds will be processed back to your original payment method within 5–7 working days.
  • Please note: original delivery charges are non-refundable.

EXCHANGES

If you wish to exchange an item, please follow the returns process above and place a new order for your preferred item.

FAULY OR DAMAGED ITEMS

In the unlikely event your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos of the issue. We will arrange a replacement or refund as quickly as possible.

RETURN SHIPPING

Customers are responsible for the cost of returning items unless the product is faulty or incorrect. We recommend using a tracked postal service, as we cannot guarantee that we will receive your returned item.

If you have any questions about our returns process, feel free to email us at hello@theannexaccessories.com — our friendly team will be happy to help.