Refund policy

Returns & Exchanges

Due to the nature of the products sold at Pigment Hair, all wigs, hairpieces, toppers, and custom-made items are non-returnable and non-refundable.

As these products come into direct contact with the hair and scalp, they are considered hygiene-sensitive items and cannot be resold once received.

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.

In the unlikely event that your item arrives faulty or you receive the incorrect item, please contact us within 48 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 and quality-checked before being dispatched to ensure it meets our standards.

If you believe your item is faulty, you must contact us within 48 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. 

Wear & 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, fading, or general deterioration over time, is not considered a manufacturing fault and is not eligible for a refund or replacement.

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.

Damages and issues
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 or pre-orders), 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 once placed.

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, you agree to these terms.

You can always contact us for any return questions at beth@pigmenthair.co.uk.