Refund policy

VALENTINE WIGS

RETURNS, CANCELLATIONS AND REFUNDS POLICY (UK COMPLIANT)

This policy applies to purchases made online. It is designed to comply with UK consumer law, including your statutory rights.

1. YOUR RIGHT TO CANCEL

You have the legal right to cancel your order for any reason.

• Your cancellation period begins when you place your order and ends 14 days after the day you receive the goods.
• You may cancel your whole order or part of it.
• To exercise your right to cancel, you must inform us of your decision (for example, by email or by using our Returns Request Form).

Once you have notified us of cancellation, you have a further 14 days to return the goods to us.

2. HOW TO RETURN GOODS

We encourage you to use our Returns Request to help us process your return efficiently, but this is not mandatory and does not affect your legal rights.

You are responsible for returning the goods to us and for the cost of return postage, unless the item is faulty or not as described.

We recommend using a tracked and insured delivery service and obtaining proof of postage.

3. CONDITION OF RETURNS

You have the right to inspect goods as you would in a shop. For wigs and hairpieces, this includes trying them on.

However:

• Items should be returned in a condition suitable for resale. This includes keeping them in the original packaging with tags. Tags must not be removed when you are trying a wig on: if tags are cut, removed or re-tied on, then a refund will not be issued.

·         The wig or hairpiece must be neatly placed back in the box, exactly as you received it.

• Packaging must be in original condition and not taped in any way.
• If goods are handled more than necessary, we may make a reasonable deduction from your refund to reflect any loss in value or the cost of re-working the product.

For hygiene and quality reasons:

• We strongly recommend using a wig cap when trying on wigs (wig caps can be purchased on our site or you may use one of your own).
• Items should not be returned with any odours (e.g. smoke, perfume, food smells) or signs of use beyond being tried on, otherwise we may make a reasonable deduction from your refund to reflect any loss in value.

Special orders, accessories (e.g. shampoo), eyebrows, eyelashes & final sale clearance products are all sold as non returnable.

4. HYGIENE-SEALED PRODUCTS

Certain products (such as eyelashes, eyebrows, or similar items) may be sealed for hygiene reasons.

If such items are unsealed after delivery, they are not eligible for return unless they are faulty.

5. REFUNDS

We will process your refund as follows:

• Refunds will be issued within 14 days of receiving the returned goods, or
• Within 14 days of you providing evidence that the goods have been returned (whichever is earlier)

Refunds will be made using the same payment method used for the original transaction, unless agreed otherwise.

We will refund:

• The price of the goods
• The cost of standard delivery (if applicable)

We will not refund:

• The cost of premium or upgraded delivery options
• Loyalty points used in the initial purchase

Discount and loyalty codes are not transferable from a returned or partially returned order.

6. DEDUCTIONS FROM REFUNDS

As detailed in Clause 3 above, we may make reasonable deductions from your refund if:

• The goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning
• Items are returned damaged or in a condition unsuitable for resale

If your order originally qualified for free delivery but no longer meets that threshold after a return, we may deduct the standard delivery charge from your refund.

7. EXCHANGES AND STORE CREDIT

We may offer exchanges or store credit as an alternative to a refund, but this does not affect your legal right to a refund.

8. FAULTY, DAMAGED OR MISDESCRIBED GOODS

Under UK law, goods must be:

• As described
• Fit for purpose
• Of satisfactory quality

If your item is faulty, damaged, or not as described:

• Please contact us as soon as possible
• You may return the item for a refund, repair, or replacement

If a fault is identified within the first 30 days, you are entitled to a full refund.

We may inspect returned goods to verify the fault, but we will handle this promptly and in line with your statutory rights. You do not need to deal with the manufacturer directly.

If a fault is confirmed, we will also reimburse your reasonable return postage costs.

9. INTERNATIONAL RETURNS

For customers outside the UK:

• Return postage costs are your responsibility unless the item is faulty
• Any import duties, taxes, or customs charges incurred on return may be deducted from your refund

We recommend using a tracked service and clearly marking the package as a return to avoid additional charges.

10. GENERAL

This policy does not affect your statutory rights under UK law.

We reserve the right to refuse future orders where there is evidence of misuse of our returns policy, including but not limited to the clear use of our supplied goods as a preview service, but this will always be applied fairly and in accordance with applicable law.

The returns policy is not meant as a preview service and we reserve the right not to supply customers who repeatedly return orders.  Alternatively, read our information page called New to Wigs? or contact us for help.

If you have any questions about returns, please get in touch with our customer service team on 01453 624624 or email sales@valentinewigs.co.uk