It is our goal that you are completely satisfied with your merchandise. You have 20 days to decide. If you are not satisfied, you may return all eligible items (see list of ineligible items below) for a refund or store credit within 20 days of the receipt of the product. There are no restocking fees if you choose store credit. The only cost to you will be the cost of the pre-paid return shipping label we provide for you to ship the product back to us. Please continue reading below for all return information.
Defective items can be sent back for a full refund (if the manufacturer finds it to be defective) free of shipping charges. PLEASE read the policy for information on returning defective items (further down on this page).
For International orders, please note that shipping, taxes, and duties are non-refundable. Please see below for international orders.
The product must be returned in the packaging in which it was received and packed in a hard cardboard box with the same care that it was originally packed (i.e. tags, tissue paper, hairnet, box, outer cardboard box…). The box and tags must not be damaged. The tags MUST be attached as it was when you received it. Packages received in a soft package or bubble mailer may not be accepted.
The product cannot be used or cut in any way and must be odor-free. The product may be tried on, but not worn outside the house. Please do not shake out or comb through the wig before deciding whether or not to keep it. Also, do not use any products (styling products, water mist,…) on the wig.
Remember that these items will become open box products, so please return them in a condition that you would be happy to receive.
We know that buying a wig online can be hard, which is why we do not have restocking fees on normal returns. We do incur a cost for every return, which we are happy to pay so that you can find the perfect wig. However, excessive returns or abuse of our return policy may result in these incurred costs being passed along to the customer.
Refunds will be issued once the item has passed inspection. Please see below for details of the inspection process.
Products Ineligible for Return or Exchange:
✔️Clearance Items
✔️All Discontinued styles and colors
✔️WigPro items
✔️Care Products
✔️Human Hair Products
✔️All items sold as "Wig deal of the day"
✔️Accessories (including hats with hair, headwear, clip-in bangs, ponytails, styling products, hair care products, canvas blockheads, tape, adhesive, etc.)
✔️Styling products (hot air brushes and flat irons, etc.)
If your product is received back and determined ineligible for return, we will ship the item(s) back to you at our cost.
Return Process
To start the return or exchange process ~ Log in to your account OR click on "START A RETURN" in the menu section "Under the Returns & Policies" on the homepage, choose the item/items you'd like to return and in the "NOTES" section, please let us know if you'd like store credit or a refund (If you do not let us know, we automatically send you a gift card with store credit since there are no restocking fees for store credit) then submit. We will reach back out to you within 1 business day (usually same day) and if your item is approved for return we will send you the return instructions & the return shipping label. If you return an item WITHOUT requesting a return and getting the approval & the return shipping label, then the item/items you returned we will think you were just wanting to donate those back and there will be no credit given & no return of the item/items.
Packing your return:
✔️Make sure your item is in eligible condition
✔️Pack the wig as you received it, in its undamaged box with its undamaged tag
✔️Put this box in a hard cardboard box (returns received in soft packaging or bubble mailers may be damaged in shipping and may incur a repair fee).
✔️Use the return shipping label that we provide you, sent to your email.
✔️Returns must be received within 30 days of your return request being approved. If we receive them after the 30 days, they will be returned back to you, No exceptions! Unless you get prior approval from one of our staff.
Inspection Process
When we receive your return of an eligible item, we will inspect with the following criteria:
✔️The item must not be cut or worn.
✔️The item must be odor-free. If the item has a cigarette smoke, perfume odor, ect, it will not pass inspection.
✔️The tag must be attached to the item and the tag must not be damaged or torn.
✔️There shouldn't be any makeup or product on the item.
✔️The box must not be damaged, dented, misshapen, torn, or destroyed in any way.
✔️There must not be any tape or writing added to the box.
We allow 2 wigs to be returned within a 30 day period with no restocking fees. Anything over 2 wigs within a 30 day period will have a 10% restocking fee.
We know that buying a wig online can be hard, which is why we do not have restocking fees on normal returns. We do incur a cost for every return, which we are happy to pay so that you can find the perfect wig. However, excessive returns or abuse of our return policy may result in these incurred costs being passed along to the customer.
REFUND OPTIONS:
1. Store credit. If you plan to purchase from us again, store credit is a fast and easy way to receive your refund. It also helps us avoid any fees. As a thank you for choosing store credit, we guarantee that whatever you buy in your next order can be bought at its sale price.
2. Refund. If you choose a refund over store credit, we will refund your purchase to your original form of payment. This may take up to 5 business days for you to see it appear on your credit card (depending on your bank). There will be a 10% restocking fee if you choose a refund over store credit and the cost of the return shipping label. Please note that taxes and shipping costs are non-refundable.
*ALL REFUNDS WILL BE REFUNDED BACK TO THE ORIGINAL FORM OF PAYMENT.
3. Exchange. You can exchange the item(s) for a new one. If the new order is more than your original purchase, we will send you an invoice for the difference. If it is less, you can choose to either receive a store credit for the difference, or a refund to your original form of payment.
PLEASE NOTE: ONLY 1 EXCHANGE CAN BE MADE PER ITEM PER ORDER! The only cost to you will be the cost of the return shipping label that we provide you.
If you PREORDER and CONFIRM then decide to cancel before the order ships, there will be a 10% restocking fee. This is what the manufacturer charges us for canceling. We will cancel and refund back to your original form of payment, minus the 10% restocking fee.
Please Note that INTERNATIONAL orders are not eligible for this exchange policy.
WE OFTEN HAVE FREE GIVEAWAYS WITH PURCHASE! If you ordered and received a FREE gift or gift card as one of our promotions and end up returning your purchase, you will receive store credit. If you want a refund we will deduct the value of the free gift/gift card we sent with your purchase and issue a refund to the original form of payment.
PLEASE SEE BELOW FOR INTERNATIONAL RETURNS PROCESS AS IT IS DIFFERENT FROM DOMESTIC RETURNS.
INTERNATIONAL RETURNS | We are unable to provide a pre-paid return label for any returns outside the USA. All international customers will be responsible for the cost of return shipping. To begin the return process for an international return, please email us at info@tlwigs.com. Tell us your order number and reason for the return.
We'll get back to you within 1 business day and approve or decline your request. Most items are always approved. You will return your package to the following address: We will give you a RA # for you to put on the outside of the box by the shipping label as well as inside the box. This will help us process your return as quickly as possible.
* If your package is delivered and you decline your package and it is returned to us or the manufacturer, there will be a 40% restocking fee & the fees associated with the postal carrier charges. We will issue a refund back to your original form of payment after the fees.
INTERNATIONAL ORDERS 👇
After you place an order and if you cancel your order after the manufacturer has already shipped it to us (so we can ship to you) there will be a cancelation fee of $59.95 plus the return label fee from the manufacturer of $19.95. If your order has not already been shipped from the manufacturer "to us", we are able to cancel your order and issue a full refund.
DEFECTIVE PRODUCTS
If you received a "Defective item" you MUST let us know within 3 days after receiving your item/items. We are unable to send them back to the manufacturer for inspection after the 3 day notification is up.
If we are sending your item back to the manufacturer due to a potential defect and inspection, you will receive a refund/credit as soon as the manufacturer processes the inspection request. Please allow up to 15 business days for an inspection to be completed. It may take up to 5-7 additional business days for your bank to reflect your refund on your statement (depending on your bank). If you feel your product is defective, please send images of the product to info@tlwigs.com
• If the product is deemed defective by the manufacturer, you will receive a full refund.
• If the product is not deemed defective by the manufacturer, the item will be shipped back to you by the manufacturer.
Cancellation PolicyWe reserve the right to charge a restocking fee for items cancelled after an item has been ordered. This usually occurs after the manufacturer has pulled the item from their warehouse and boxed it up for shipping. If we can stop the order before that no fees will apply.
HOW CAN I MAKE CHANGES TO MY ORDER?Once an order is placed, we are unable to make any changes to the order. We process incoming orders very quickly. Once an order has been processed for shipping, even if you have not received a tracking number, we are unable to make any changes.
If the order has been processed but is not available for immediate shipping (items on backorder), we can accommodate changes to the backordered item(s). A notification is sent to the email on file within 1-2 business days of your order being placed with the estimated shipping date. You can choose a different style/color or we can issue you a refund. We are always happy to check stock for you at any time. If you would like to check the estimated shipping date of an out-of-stock item, please email us at info@tlwigs.com
Mailing Address:
TL Wigs
88 Lilac Lane
West Decatur, PA 16878
