Refund policy

Thank you for shopping with wigsax.shop.

We want customers to understand clearly how cancellations, returns, refunds, faulty products and other post-purchase issues are handled.

This policy applies to purchases made directly through wigsax.shop and is designed to operate alongside applicable UK consumer law.

For all return and refund enquiries, contact:

Email: info@wigsax.shop

1. Statutory Right to Cancel Online Purchases

If you are a consumer purchasing goods online, you generally have the right to cancel an eligible order without giving a reason.

For most eligible goods, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. UK government guidance also states that after notifying the seller of cancellation, the consumer generally has another 14 days to return the goods.

For an order containing several goods delivered separately, the applicable cancellation period may run from receipt of the final relevant item where required by law.

To exercise your right to cancel, send a clear statement to:

info@wigsax.shop

Your message should contain enough information for us to identify the order and understand that you wish to cancel it.

No special wording is required.

2. Returning Goods Following Cancellation

After notifying us that you are exercising a statutory cancellation right, you must return the goods within the applicable legal return period.

Please contact info@wigsax.shop before sending a return.

We will provide the appropriate return instructions for the relevant order.

Goods should be packaged securely to minimise the risk of damage during return transportation.

Unless we have agreed otherwise or applicable law requires us to bear the cost, the customer is responsible for the direct cost of returning unwanted goods following a change-of-mind cancellation.

This does not affect our responsibility for reasonable return costs where goods are faulty, damaged, misdescribed or otherwise non-conforming and the law requires us to bear those costs.

3. Condition of Returned Goods

Customers are entitled to inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

However, where handling goes beyond what would reasonably be permitted when examining goods in a physical shop and causes a reduction in value, we may make a lawful deduction from the refund to reflect that diminished value.

The deduction will not exceed what is permitted by applicable law.

Customers should therefore take reasonable care of products while deciding whether to keep them.

4. Wigs, Hair Products and Hygiene Considerations

Because wigs and certain hair-related products may involve hygiene considerations, particular care should be taken before removing protective packaging, seals, tags or hygiene protections.

UK cancellation rules contain exceptions for certain sealed goods that are not suitable for return for health-protection or hygiene reasons where they become unsealed after delivery. The application of the exception depends on the nature of the product and the circumstances; it is not a blanket exclusion for every wig or hair product.

Where a product is lawfully covered by this exception and its qualifying hygiene seal has been removed after delivery, the statutory change-of-mind cancellation right may no longer apply.

This does not remove statutory rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

5. Personalised or Custom-Made Products

Cancellation rights may also be excluded in circumstances expressly permitted by law, including certain goods made to the consumer's specifications or clearly personalised.

Where this exception legally applies to a custom-made or personalised product, the standard change-of-mind cancellation right may not apply.

Nothing in this section affects rights relating to faulty or non-conforming goods.

6. Faulty, Damaged or Misdescribed Goods

Your statutory rights are separate from the change-of-mind cancellation rights described above.

Goods supplied to consumers must satisfy the standards required by the Consumer Rights Act 2015, including applicable requirements concerning satisfactory quality, fitness for purpose and conformity with description.

For qualifying faulty goods, the Consumer Rights Act provides a short-term right to reject that is generally subject to a 30-day time limit, followed by other statutory remedies where applicable.

If you believe a product is faulty, damaged, defective, materially different from its description or otherwise non-conforming, contact:

info@wigsax.shop

Please provide:

• Your order number;
• The email address associated with your order;
• A description of the problem; and
• Clear photographs or other reasonable evidence where this can help us assess the issue.

Requesting photographs does not remove or restrict any statutory right.

Depending on the circumstances and applicable law, available remedies may include repair, replacement, price reduction, refund or rejection of the goods.

7. Incorrect Items

If we send an item different from the product ordered, please contact info@wigsax.shop.

We will review the issue and provide appropriate instructions.

Where we are responsible for supplying the wrong item, your statutory rights remain unaffected and we will not require you to bear return costs that the law requires us to pay.

8. Items Damaged in Transit

If your order arrives visibly damaged, please contact us as soon as reasonably possible.

Providing photographs of the packaging and damaged product can assist us in investigating the matter with the delivery provider.

Damage during delivery does not remove your statutory rights against us as the seller.

9. Refunds Following Statutory Cancellation

Where you validly exercise a statutory cancellation right, we will refund payments due under applicable law.

This generally includes the purchase price and the cost of the least expensive standard delivery option offered for the order.

Because wigsax.shop provides free standard shipping on all orders, there is ordinarily no standard outbound shipping charge to reimburse.

If a customer voluntarily chooses an additional or premium delivery service costing more than our standard delivery option, any additional amount does not have to be reimbursed to the extent permitted by law.

For returned goods, applicable UK rules allow the trader to withhold reimbursement until the goods have been received back or the consumer supplies evidence that the goods have been returned, whichever occurs first. The refund is then generally due within the statutory 14-day period.

10. Refund Method

Unless otherwise agreed or legally required, refunds will normally be made using the same payment method used for the original transaction.

We will not intentionally impose a separate refund fee merely for issuing a legally required refund.

After a refund has been issued by us, the time required for the amount to appear in your account may depend on your bank, card issuer, payment provider or other financial institution.

11. Return Shipping Costs

For ordinary change-of-mind returns, customers are responsible for direct return shipping costs where the law permits and where we have not expressly agreed to pay those costs.

We recommend using a return method that provides reasonable tracking or proof of postage.

Customers should retain proof of return until the matter has been completed.

If goods are faulty, damaged, incorrect or otherwise non-conforming and UK law requires us to bear reasonable return costs, we will do so.

12. Refused or Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not automatically constitute a valid exercise of the statutory right to cancel.

If you wish to cancel an order, you should send a clear cancellation notice to info@wigsax.shop.

If an order is returned to us because the customer provided an incorrect or incomplete delivery address, failed to collect the parcel or refused delivery without properly cancelling, we will handle the matter according to the circumstances and applicable law.

13. Orders Returned to Sender

If a parcel is returned to sender by a carrier, please contact us.

We will investigate the reason for the return and determine whether reshipment, cancellation or refund is appropriate.

Any deductions or additional charges will only be applied where lawful and justified.

14. Exchanges

Where operationally available, we may agree to an exchange.

An exchange is not guaranteed merely because a customer changes their mind.

Where statutory law gives a customer a right to repair or replacement, those statutory rights are unaffected by this section.

If you would like a different colour, length, style or product, contact info@wigsax.shop to determine what options are available.

15. Sale and Promotional Items

Statutory consumer rights apply to qualifying sale and promotional products in the same way required by law.

A discounted price does not remove rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.

Any voluntary promotional return condition will not override mandatory statutory rights.

16. Gifts

Where an item was purchased as a gift, statutory rights may belong to the person who entered into the purchase contract.

We may request reasonable proof of purchase before processing a return, refund or other remedy.

17. Fraudulent Returns and Abuse

We may investigate suspected return fraud, altered products, substitution, counterfeit returns, deliberate damage or other abusive activity.

We may refuse a non-statutory return where there is reasonable evidence of abuse.

Nothing in this section permits us to deny a legitimate statutory consumer right.

18. Chargebacks and Payment Disputes

We encourage customers to contact us at info@wigsax.shop before initiating a payment dispute so that we have an opportunity to investigate and resolve the matter.

Nothing in this policy prevents a customer from exercising any lawful right available through a card issuer, payment provider or financial institution.

19. No Waiver of Statutory Rights

Nothing in this Return and Refund Policy excludes, limits or replaces rights available to consumers under applicable UK law.

Where this policy conflicts with a mandatory statutory right, the statutory right will prevail.

20. Contact

For cancellation, return, refund, damaged-product or faulty-product enquiries, contact:

wigsax.shop
Email: info@wigsax.shop