Refund policy
Returns & Exchanges
We encourage you to carefully review product descriptions, colours, cap sizes, and specifications before purchasing. If you are unsure which option is right for you, please contact us prior to ordering and we will be happy to help.
We want you to be completely happy with your Pigment Hair purchase. If you change your mind about your wig, you may request a return within 14 days of receiving your order, provided the wig meets the conditions below.
Eligibility for a Return
To be eligible for a refund:
- The wig must be unused and unworn.
- The wig must not have been cut, coloured, washed, styled, altered or chemically treated.
- The wig must be returned in its original condition and packaging.
- All original tags, lace, protective materials and accessories must remain intact where applicable.
- The wig must not have been exposed to perfumes, smoke, oils, makeup, hair products or other scents.
- The wig must not show signs of wear, brushing, combing, styling or other use beyond what is reasonably necessary to inspect the item.
How to Request a Return
Please contact us within 14 days of receiving your order to request a return by emailing beth@pigmenthair.co.uk.
Once your return has been approved, we will provide instructions for sending the wig back. The item must be returned within the timeframe provided.
We strongly recommend using a tracked and insured delivery service, as we cannot be responsible for items lost or damaged while being returned to us. For returns, any shipping fees, customs duties, taxes, import fees, or other charges incurred when returning an item are the responsibility of the customer.
Inspection of Returned Wigs
All returned wigs are subject to inspection before a refund is issued.
Because wigs are personal-use items, we take hygiene and condition extremely seriously. If a wig has been worn, altered, styled, washed, coloured, damaged or otherwise used beyond what is reasonably necessary to inspect the item, we may be entitled to make a deduction from the refund to reflect any loss in value or refuse a refund.
If the wig has been used to an extent that it is no longer suitable for resale, a refund will not be available.
Refunds
Once your return has been received and inspected, we will confirm whether it meets the requirements for a refund.
Approved refunds will be issued to the original payment method within 14 days.
Faulty or Incorrect Items
If you believe your wig is faulty, damaged or you have received the wrong item, please contact us within 24 hours with details and photographs where appropriate.
Faulty-item returns are dealt with separately from change-of-mind returns and your statutory consumer rights are not affected by this policy.
Damages and issues
In the unlikely event that your item arrives faulty or you receive the incorrect item, please contact us within 24 hours of delivery so we can resolve the issue promptly.
Refunds or replacements will only be considered for items that are genuinely faulty. Please note that every wig and hairpiece is thoroughly inspected, quality-checked and documented before being dispatched to ensure it meets our standards.
If you believe your item is faulty, you must contact us within 24 hours of delivery with clear photographs and a description of the issue.
We reserve the right to inspect the item before approving any refund, replacement, or repair.
Please be aware that variations in colour, density, cap construction, or lace appearance that are clearly shown or described in the product listing are not considered faults.
If you wish to return your order you are responsible for all return shipping costs. Any customs duties, taxes, import fees, or other charges incurred when returning an item are also the responsibility of the customer.
We recommend using a tracked and insured delivery service, as we cannot be held responsible for returns that are lost or damaged in transit. All returned items will be inspected by a third-party before any refund is issued.
This inspection is carried out to confirm the condition of the item and ensure it meets our return requirements. Refunds will only be processed once the inspection has been completed and the item has been confirmed as eligible for return, if not it will be returned to the customer.
Custom, Personalised & Pre-Order Items
Any specific exclusions relating to personalised, bespoke or pre-order wigs will be stated clearly at the point of purchase. These exclusions do not affect any statutory rights you may have under UK consumer law.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). By placing a pre-order, you are reserving a unit that is specifically allocated and ordered for you.
As pre-order items are secured in advance and production or sourcing begins based on your order, pre-orders cannot be cancelled or refunded after 24-hours from purchase.
Please ensure you are happy with your selection before completing your purchase. Estimated delivery dates are provided as a guide and may be subject to change.
Unfortunately, we cannot accept returns on sale items or gift cards.
For pre-order items, you are able to cancel your order within 24-hours of purchase.
After this 24-hour period, your order cannot be cancelled as the item will already be reserved and processing will have begun specifically for you.
By placing a pre-order or ready-to-ship order, you agree to these terms.
Wear and Tear
Human hair wigs are delicate and will naturally show signs of wear with regular use. Normal wear and tear, including shedding, lace wear, fraying, colour fading, lace fading, and or general deterioration over time is not considered a manufacturing fault and is not eligible for a refund or replacement. Each individual wig will last a different amount of time due to environment and lifestyle factors and cannot be guaranteed.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law.
If you have any questions regarding a return, please contact us before sending your wig back.
You can always contact us for any return questions at beth@pigmenthair.co.uk.