Items 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.
Email us no later than 3-Business days of your order delivery date to request an RA (Return Authorization) PRIOR to sending items back. Note your order number and if requesting to return or exchange. No items are accepted back without an RA issued ahead of time.
Our email address to request an RA:
No Returns/Exchanges on the following items: FINAL SALE
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, INCORRECT MERCHANDISE, OR OTHER ISSUES ORDERS RECEIVED:
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: item(s)/orders are video-taped for quality control and accuracy, both outgoing (original shipment to you,) and incoming (from you back to us). Deemed necessary for security measures to ensure item(s) sent back for inspection, or return or exchange, it holds both us, and you, 100% accountable of items ordered and shipped. Do not purposely inflict damage on an item in an effort to avoid return restocking fees, or feel "defect" is based on simply not liking a style. We've been in the industry for many years, and are aware when items have been tampered with, and when items meet manufacturer specification/standards. As shipments/item(s) are crossed checked against video taken of original outgoing shipment, our policy is strict and the standard high on what is deemed as a defect, item(s) ever being shipped incorrectly, or quantity issues.
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 have an issue, 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 at no cost to you. Merchandise damaged as a result of customer misuse, excessive treatment or switched on purpose will be returned to you at your cost.
NOTEs REGARDING COLOR SELECTION AND ORDERING:
While our color swatches on product page(s) are displayed as best as possible for the wig brands we carry, 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, as well as a multitude of other subjective factors makes the realm of colors a difficult process in choosing.
As restocking fees are part and parcel in the hair industry, not only applicable to you, the customer, but as well to us, the distributor (by the manufacturers), if a return or exchange needs to be made on your behalf, our outlined fees do apply. They 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 and will not be waived.
Our goal, your color choice is everything you'd hoped for. However, if in doubt of color selection based on not being familiar with the given brand name(s) colors, please either purchase a color ring or send us a hair sample for a complimentary color match ahead of time.
ORDERING and DELIVERY:
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.