RETURNS, EXCHANGES & SHIPPING POLICY
We take great care in the quality, construction and customization of every wig we provide. We want you to feel confident when investing in your unit, while also protecting the integrity of products that are custom-made and prepared specifically for each client.
EXCHANGES
If you receive your wig and are not completely satisfied with your selection, please contact us within 3 days of receiving your order.
An exchange may be considered provided that the wig is:
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Completely unworn and unused
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In its original condition
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Not cut, coloured, bleached, washed or heat-styled
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Not altered or customized after delivery
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Returned with its original packaging and accessories
All returned wigs are inspected before an exchange is approved.
For hygiene and quality-control purposes, we cannot accept a wig that has been worn, altered or used.
CUSTOM-MADE WIGS
Our custom-made wigs are individually constructed according to the head measurements and specifications provided by you.
Because these units are specifically made for you, change-of-mind refunds are not offered on custom-made wigs.
If we have made an error with your order or the unit does not reasonably conform to the measurements or specifications you supplied, please contact us so that we can assess and resolve the matter.
Please ensure that all measurements, lengths, colours and other specifications are correct before completing your order.
REFUNDS
We do not offer refunds simply because you have changed your mind, selected the incorrect length or specification, or no longer wish to keep your order.
Where eligible under our policy, we will instead assist you with an exchange.
This policy does not limit any rights you may have under the South African Consumer Protection Act, including your statutory rights where goods are defective, unsafe or otherwise fail to meet applicable quality requirements.
QUALITY CONCERNS
We stand behind the quality of our hair.
If you believe that your wig has a genuine manufacturing or quality defect, please contact us with your order details, photographs/videos and a description of the concern.
The unit may need to be returned for assessment. Damage caused by incorrect maintenance, excessive heat, improper bleaching or colouring, chemical damage, alterations, normal wear and tear, or failure to follow the recommended care instructions will not be considered a manufacturing defect.
Where a product is confirmed to be defective, we will resolve the matter in accordance with your rights under applicable South African consumer law.
EXCHANGE COSTS
For a voluntary exchange where there is no defect or error on our part, the client is responsible for all return and redelivery courier costs.
If the replacement unit is more expensive, the client will be required to pay the difference before the new unit is dispatched.
If you received an incorrect or qualifying defective product due to an error on our part, applicable shipping costs will be handled in accordance with your consumer rights.
SHIPPING
We deliver nationwide across South Africa.
Shipping charges are calculated separately from the product price and are payable by the client.
Standard delivery rates apply to selected areas within Gauteng, including Johannesburg and Pretoria, while rates to other provinces and locations may differ.
Your applicable delivery fee will be displayed at checkout based on your delivery location.
Please ensure that your delivery address and contact details are correct before completing your order. We cannot accept responsibility for delays or additional courier costs resulting from incorrect information supplied by the client.
PLEASE CHECK YOUR ORDER
When your wig arrives, we recommend inspecting it carefully before wearing, washing, cutting the lace, styling or altering it.
If you would like to request an exchange under our voluntary 3-day exchange policy, contact us within 3 days of delivery and keep the unit completely unused and in its original condition.
By completing your purchase, you acknowledge that you have reviewed the product description, selected your specifications and, where applicable, provided the measurements required for your custom-made unit.
Our commitment is simple: premium-quality hair, transparent product information and fair service before and after your purchase.
