1. General Policy Overview
At Wigs by Hephzy, we pride ourselves on providing high-quality wigs and hair extensions. Due to the nature of our products, we have specific policies regarding returns, refunds, and dispute resolution. By placing an order, you agree to the terms outlined below.
2. Refund & Return Policy
2.1 No Refunds on Custom Wigs & Digital Products
- Custom-made wigs, personalized orders, and pre-ordered items are non-refundable once production has begun.
- Non-Refundable Customization includes but is not limited to: hairline design, lace cutting, color selection, cap sizing, custom lengths, lace tinting, specific cutting or styling, bleached knots, density alterations, and more.
- Customers must provide accurate measurements and specifications for custom orders. Wigs made to incorrect specifications due to customer error will not be refunded nor remade for free.
- All digital products (e.g., e-books, courses) are non-refundable.
2.2 Return Eligibility for Ready-to-Wear Wigs
- Returns are accepted only for ready-to-wear wigs that are unused, unworn, unaltered, and still in their original packaging. Items must be returned within 7 days of delivery.
- All return requests must be pre-approved. Unauthorized returns will not be accepted.
- The customer is responsible for return shipping fees, except in the case of a verified production error on our part.
2.3 Defective or Incorrect Items
- If you receive a defective product, you must provide clear videos and photos showing the issue within 48 hours of delivery.
- If we confirm the defect, we will offer a replacement or store credit (no cash refunds).
Wigs by Hephzy reserves the right to update this policy at any time. Please review our website for the latest version.
3. Exchange Policy
- We do not offer exchanges on custom wigs or hairpieces.
- Ready-to-wear wigs may be exchanged for a different unit within 7 days of delivery, provided that they are unworn, unused, and in their original packaging.
- Customers must cover the shipping cost for exchanges unless the wrong item was sent by us.
- Exchanges are subject to availability. If the requested item is unavailable, store credit will be issued instead.
4. Repair & Modification Policy (For Custom Wigs)
- If adjustments are needed due to a production error, we will correct them free of charge.
- If the issue is due to incorrect customer specifications, modifications will incur an additional fee.
5. Order Cancellation Policy
- Custom Orders: Cancellations are only allowed within 24 hours of placing the order. After that, no refunds will be issued.
- Ready-to-Wear Wigs: Cancellations before shipment are subject to a 15% restocking fee.
6. Shipping Delays & Responsibility Policy
- All orders are shipped with tracking, and customers will receive tracking details once dispatched.
- We are not responsible for shipping delays caused by the courier, weather conditions, or customs processing.
- Customers are responsible for any import duties, customs fees, or taxes imposed by their country.
- While we will support you in filing courier claims, Wigs by Hephzy is not liable for lost or damaged parcels once they have been handed to the courier.
Wigs by Hephzy reserves the right to update this policy at any time. Please review our website for the latest version.
7. Chargeback & Dispute Resolution
7.1 ‘Item Not Received’ Disputes
- All orders are shipped with tracking. If a package is marked as delivered but you claim not to have received it, you must contact the courier service first.
- We are not responsible for lost or stolen packages after delivery confirmation.
7.2 ‘Item Not as Described’ Disputes
- Before shipment, we take detailed videos and photos of each product.
- If a customer disputes a charge based on quality, we will submit proof to PayPal, banks, or credit card companies.
- A refund will only be issued if the product is significantly different from the description.
7.3 Chargebacks & Fraud Prevention
- Customers who initiate false or fraudulent chargebacks will be permanently restricted from future purchases.
- We reserve the right to submit all supporting evidence—including order history, shipment confirmation, and communication records—to contest any disputes.
- If you have concerns, please contact us before opening a dispute. We are happy to resolve issues amicably.
8. Privacy & Data Protection Policy
- Customer data, including names, addresses, and payment information, is securely stored and will never be shared with third parties for marketing purposes.
- We comply with the General Data Protection Regulation (GDPR) for EU customers, ensuring their rights to data protection and privacy.
- Customers may request access to their stored data or request deletion at any time by contacting us.
- We have no responsibility over data collected by third-party applications clients may use for payment, and others.
Wigs by Hephzy reserves the right to update this policy at any time. Please review our website for the latest version.
9. How to Contact Us for Disputes
For any refund, return, or dispute inquiries, please contact us at:
Email: [email protected]
We aim to respond to all inquiries within 1–3 business days. We appreciate your trust in Wigs by Hephzy and remain committed to providing excellent service.