Refund policy

 

Returns & Refund Policy

Non-Refundable Items

The following items are non-refundable:

  • Custom coloured units

  • Custom Creations by RW

  • Pre-order units

  • Any wig that has been cut, coloured, altered or customised at the customer’s request

These items are prepared specifically for you and cannot be returned.

Core Collection (In-Stock Units Only)

Only unworn, unaltered Core Collection units are eligible for return.

In line with UK Consumer Contracts Regulations, you have 14 days from the day after receiving your wig to notify us if you wish to cancel your order.

To request a return, you must email rhi@rhiannewoodswigs.com within this 14-day period.

Once your return is acknowledged, the wig must be sent back within:

  • 14 days of your cancellation notice

  • 21 days for overseas orders

Return Conditions

Returned wigs must:

  • Be in original packaging

  • Have all tags attached

  • Have lace completely uncut

  • Be unworn

  • Be free from makeup, tanning products, hair products, scent or damage

  • Be in fully resaleable condition

We reserve the right to refuse a refund if the wig shows signs of wear, alteration, lace cutting, staining, scent, damage, or if tags have been removed.

If a returned wig does not meet these conditions, it will be deemed non-refundable and returned to the customer. The customer will be responsible for the cost of re-shipping.

Return Shipping

  • Return postage costs are the responsibility of the customer.

  • We strongly recommend using a tracked and signed-for service and retaining proof of postage.

  • We are not responsible for lost or damaged return parcels.

For overseas returns, any customs duties, import charges or fees incurred will be deducted from the refund amount.

Refunds

Once received and inspected, approved refunds will be issued to the original payment method within 10 working days.

Original payment processing fees are non-refundable.

Faults, Shedding & Quality Concerns

All wigs will naturally experience some shedding over time. The amount of shedding and the lifespan of a unit can vary depending on frequency of wear, handling, washing, styling, products, adhesives, friction and chemical processing.

If you experience significant or unusual shedding, particularly within the first 6 weeks of regular wear, please contact us so that we can assess the unit and help determine the most appropriate solution.

We may ask for photographs, details of your wig care routine and, where necessary, for the wig to be returned to us for assessment. Shedding alone does not automatically confirm a manufacturing fault, as a number of factors can affect the knots, lace and hair during wear.

Bleached Knots

Bleached knots provide a more natural appearance by making the knots less visible through the lace. However, bleaching is a chemical process and can weaken the knots, making them more delicate and potentially more susceptible to shedding over time.

Where the option is available, unbleached knots can be chosen for customers who prioritise durability over the appearance of bleached knots.

Colouring & Alterations

Colouring, lightening and other chemical processing can affect the strength and condition of human hair and lace knots.

Where colouring or customisation has been carried out by Rhianne Woods Wigs, this will be taken into consideration when assessing the unit.

We cannot accept responsibility for damage caused by colouring, bleaching, chemical processing, repairs or alterations subsequently carried out by the customer or another third party.

Assessment & Resolution

Each quality concern will be assessed individually based on the age and condition of the unit, frequency of wear, care and maintenance, any chemical processing or alterations, and the nature and location of the shedding or damage.

Where our assessment indicates that an issue is the result of a product fault, we will provide an appropriate resolution in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement or another appropriate remedy.

Where our assessment does not indicate a product fault and the condition is consistent with normal wear and tear, accidental damage, friction, tension, inappropriate care, product or adhesive use, chemical processing or third-party alteration, complimentary repair or replacement will not normally be provided.

Where possible, we will still aim to help. A chargeable repair may be offered and the cost will always be discussed with you before any work is carried out.

Where the cause cannot be determined from photographs or information provided, we may require the unit to be returned for further assessment before a resolution can be offered.

Nothing within this section affects your statutory rights.

 

By completing a purchase, you confirm that you have read and agree to these terms.