RETURNS & REFUND POLICY

Last Updated: May 2026

Overview

Due to the hygienic nature of wigs and hair products, we operate a strict but fair returns and refunds policy to protect both our customers and our business.

This policy complies with UK consumer protection laws. Nothing in this policy affects your statutory rights.

Return Window (Very Important)

Customers may request a return within 30 days of receiving their order.

However, eligibility depends strictly on item condition and compliance with the rules below.

Eligibility for Returns

To qualify for a return, ALL of the following conditions must be met:

• Item is unworn and unused

• Item has not been washed, styled, dyed, or altered

• Lace is completely uncut and unremoved

• All original tags, packaging, and accessories are included

• Item is in resellable, hygiene-safe condition

Opening the package for inspection is allowed. However, any signs of wear, styling, or alteration will void eligibility.

Non-Returnable & Non-Refundable Items

For hygiene, safety, and fraud prevention reasons, the following items are strictly NON-RETURNABLE and NON-REFUNDABLE unless the item is confirmed as faulty, incorrect, or not as described under UK consumer law.

Refunds will NOT be issued in the following cases:

• Wigs that have been worn, used, or show any signs of wear

• Wigs with cut, removed, or damaged lace

• Wigs that have been washed, styled, dyed, brushed excessively, or chemically/thermally altered

• Items not returned in original, resellable condition

• Items missing packaging, tags, or accessories

• Sale or clearance items (unless faulty)

• Custom or specially requested items once processing has begun

Any use beyond inspection will void eligibility for return or refund.

Return Approval Process

Before any return is accepted, customers must contact us within the 30-day window and provide:

• Full name

• Order number

• Reason for return

• Clear photographic evidence OR unboxing video (if issue is reported)

We reserve the right to request additional evidence before approving any claim.

Claims without sufficient evidence may be delayed or refused.

Inspection Before Refund, Replacements or Exchanges

All returned items must be received and inspected before any action is taken.

We will assess whether the item is:

• Unworn and resellable

• Returned in original condition

• Compliant with hygiene standards

Refunds, replacements, or exchanges will only be processed after successful inspection.

Refund Eligibility

If approved after inspection, customers may receive:

• Full refund (where appropriate)

• Partial refund (depending on condition or issue)

• Replacement item

• Exchange for another product

• Store credit

• Discounts

We reserve the right to determine the most appropriate resolution based on the condition and circumstances of the return.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is confirmed as:

• Faulty

• Incorrect

• Not as described

We strongly recommend using a tracked shipping service. We are not responsible for lost return parcels.

Damaged, Faulty, or Incorrect Items

Issues must be reported within 48 hours of delivery.

Customers must provide clear evidence for review.

If confirmed, we will offer a suitable resolution including replacement, exchange, or refund.

Refund Processing Time

Once approved, refunds are processed within 5–10 business days depending on the payment provider. Refunds are issued to the original payment method only.

Fraud Prevention & Verification

To protect against fraudulent claims:

• Evidence (photos or video) may be required before approval

• All returns are inspected before refunds are issued

• Claims that cannot be verified may be refused

We reserve the right to reject suspicious or unsupported claims.

Order Cancellations

Orders may only be cancelled within 12 hours of purchase. After this period, processing begins and cancellation is not guaranteed.

Consumer Rights

This policy does not affect your statutory rights under UK consumer law. If an item is faulty or not as described, you are still entitled to a remedy under applicable legislation.