REFUND & RETURN POLICY
RETURN WINDOW
You have 14 days from the date your order is delivered to request a return.
Requests made after 14 days cannot be accepted.
CONDITION REQUIREMENTS
To be eligible for a return, the item must be:
- Unworn and unwashed
- In its original packaging, with all tags attached
- Free of any cutting, bleaching, coloring, plucking or restyling
- Free of odors (perfume, smoke, hair product)
Wigs that have been installed, combed out, cut, or altered in any way
cannot be returned.
ITEMS THAT CANNOT BE RETURNED
- Custom-made items — any wig produced to a length, density, color,
cap size or texture you selected at checkout. These are made
specifically for your order and cannot be resold.
- Hair accessories, headbands, wig caps, eyelashes and hair tools,
for hygiene reasons.
- Items returned without contacting us first (see HOW TO START A RETURN below). - Final sale items. Products marked "final sale" on the product page are sold at a deep discount and cannot be returned or exchanged. This is stated on the product page before you buy. This does not affect your rights if an item arrives damaged, defective, or is not what you ordered — see DAMAGED, DEFECTIVE OR WRONG ITEM below. Those remedies apply to every order, including final sale items.
RESTOCKING FEE
A $20 restocking fee is deducted from the refund on returned items.
This fee is waived when the return is our fault — see DAMAGED, DEFECTIVE
OR WRONG ITEM below.
RETURN SHIPPING
Return shipping is paid by the customer.
Please send us the tracking number of your return package. We cannot
issue a refund for a return package that is lost in transit without
proof of shipment.
DAMAGED, DEFECTIVE OR WRONG ITEM
If your order arrives damaged, defective, or is not the item you
ordered, contact us within 7 days of delivery with your order number
and clear photos.
In these cases:
- We pay the return shipping
- No restocking fee is deducted
- You may choose a full refund or a replacement
EXCHANGES
We process exchanges as a return plus a new order. Request the return
as above, and place a new order for the item you want. This is faster
than holding your exchange until the returned item reaches us.
HOW TO START A RETURN
1. Email service@myqualityhair.com with your order number and, where
relevant, photos of the item.
2. We reply within 24 hours with return authorization and the return
address.
3. Ship the item back and send us the tracking number.
Do not ship an item back before you have heard from us. Packages sent
without authorization may be refused.
REFUND PROCESSING
Once your return arrives, we inspect it within 3 business days.
If approved, the refund is issued to your original payment method,
minus the $20 restocking fee where it applies. Depending on your bank
or card issuer, the funds typically appear within 5–10 business days.
We will email you either way — including if a return is declined, with
the reason and photos.
ORDER CANCELLATIONS AND CHANGES
- Free cancellation within 24 hours of placing your order.
- After 24 hours, a 10% processing fee applies.
- Custom-made orders can be modified within 2 days of ordering, as
long as production has not started.
CUSTOMERS IN THE UK AND EU
Your statutory cancellation rights apply in addition to this policy.
Custom-made goods are excluded from the statutory right of withdrawal
because they are produced to your specification.
QUESTIONS
service@myqualityhair.com — we reply within 24 hours.