Merchandise being returned or exchanged must be received back in factory new condition, ie: original packaging, tags attached, without any brushing, odors or signs of wear or they will be refused.
An RA (Return Authorization) is required PRIOR to sending items back. Email us no later than 3-Business days of order delivery date and note your order number.
Our email address to request an RA:
No Returns/Exchanges on the following items:
Any promotional items received with your order must also be returned, or the retail cost of the item will be deducted from your return credit.
Discounts and promotional codes received with original order, and or gift certificates are not transferable to exchange items.
Our maximum 2 items accepted back per return or exchange is NOT interchangeable. Total - 2 pieces for exchange OR 2 pieces for return.
Customer is responsible for shipping fees to send items back for return or exchange. Allow 7-10-business days for returns or exchanges to be processed.
DEFECTIVE OR INCORRECT MERCHANDISE:
Upon order arrival, please check your item(s) immediately. If there is an issue with order received please contact us no later than 3-business days of your delivery date to request and RA (Return Authorization). Clearly specify in your email, the issue or problem with the merchandise received.
Our policy in contacting us within the time-frame noted will not be waived.
Note: all items/orders are video-taped for quality control and accuracy, both outgoing (original shipment to you,) and incoming (to us) if you've requested a return, exchange or inspection of items you received. This is done for security measures, holding both us and you, the customer accountable. As a result, there is little room for error in respect to item(s) ever being shipped defective or incorrect from the start. All items are quality control checked prior to being shipped by both the manufacturer as well as our own team. Do not purposely inflict damage to an item on your end in an effort to avoid return restocking fees, or feel "defect" is based on simply not liking a style: IE: a wave, curl or straighter piece within the wig or hairpiece you feel should not have been. Perfection, complete symmetry, and every hair traveling the same direction does not exist in the hair industry. We've been in the industry for many years and are aware when items have been tampered with, and when any of the items we sell meet manufacturer specification/standards. Our policy is strict and the standard high on what is deemed as a defect.
Return shipping fees are to be pre-paid by the customer. Collect shipements will be refused. Merchanside MUST be received back no later than 10-business days of your issued RA.
If upon inspection, an item(s) is found to be defective or in the rare instance incorrect, your return shipping fee will be reimbursed to your credit card used to pay for your original order. The item/order will be replaced ONLY with the corrected or EXACT style and color ordered, no exceptions. Merchandise determined damaged as a result of customer misuse, excessive treatment is automatically returned to you at your own cost.
NOTEs REGARDING COLOR SELECTION AND ORDERING:
As best we can display the color swatches for any of the wig brands we carry on our website, keep in mind, there is simply no way to have any of the colors show as "true to life color or trucolor" as is said. Limitations such as monitor resolutions, lighting you are physically standing/sitting in when viewing swatches, as well as a multitude of other subjective factors such as how colors are seen and viewed by one person's eyes to another's, makes the realm of colors a difficult process in choosing. While we do understand your selecting a color will be everything you'd hoped for or expected upon arrival, we highly recommend purchasing a color ring for the brand and style ahead of time. If you've had the luxury of seeing a style and color(s) in a physical storefront beforehand, then you are a step ahead of most customers. For those of you having not had that opportunity, are purchasing for the first time, or even if seasoned in wearing wigs and pieces, and interested in changing your traditional color, it can still be a daunting process. As restocking fees are part and parcel in the hair industry, not only applicable to you, the customer, but also to us, the distributor (by the manufacturers if needing to request a return or exchange on your behalf), our noted restocking/reshipping fees will not be waived. Choosing a hair color that may not be suitable for you upon arrival, based on colors being viewed in one lighting on your monitor, versus how it displays in person is not a defect or claim toward waived fees. Restocking fees are not in place as a penalty or way for us to make "extra money," they are our agreed upon policy when you shop with us, are non-negotiable.
ORDERING and DELIVERY:
For any orders sent back to us as "refused" or "return to sender upon customer's request," please note, when you shop with us, you are agreeing to acceptance of the merchandise ordered. These orders will incur an automatic 50% restocking fee and the remaining balance applied back to your account. For any "unclaimed" or orders returned to us due to "incorrect address" provided with your order, you will be contacted to notify and arrange reshipping fees at your expense. If you do not wish to have your order reshipped to you, a 50% restocking fee will be applied and the remainder credited back to your account.