Refund policy

🛍️ Return & Customization Policy

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A. In-Store Purchases

Returns & Refunds
You may cancel or exchange your in-store purchase within 24 hours, provided no alterations have been made to the cranial prosthesis.

Once Lena's Wigs has begun your requested customizations—or 24 hours have passed—your purchase becomes final sale and is no longer eligible for return, cancellation, or exchange.

B. Online Purchases

Returns & Refunds
You have 7 days from the delivery date to return your wig for a refund. The return package must be postmarked within this 7-day window.
Written approval is required for any extension.

Wigs must be in original, unworn, and unaltered condition.

Wigs Shipped to Try On
If we ship you a wig to try on before you decide to purchase, it must be paid in full before shipping. If you decide not to keep it, return it within 7 days of delivery, unworn and with the hairline/lace uncut, for a refund (subject to the restocking fee below).

Restocking Fee
- Keeping at least one wig? → No restocking fee
- Returning all wigs? → $35 flat restocking fee (covers up to 3 wigs)
- Late returns (postmarked after 7 days) → $150 per wig will be deducted
- Wigs held more than 15 days → Not eligible for return; item will be sent back at your expense

Refund Processing
Refunds are issued within 10 business days of receiving and inspecting your return. Please allow up to 15 business days for your bank to finalize the transaction.

C. Non-Returnable Items

  • Wigs that have been customized or altered (cutting, coloring, lace tracing, etc.) are final sale
  • Merchandise damaged due to misuse cannot be returned
  • Wigs held more than 15 days past delivery are not returnable — no exceptions. Items will be returned at your expense

D. Warranty Information

  • Wigs not cared for by Lena's Wigs (outside cuts, coloring, or washing) are not covered under warranty
  • When maintained by Lena's Wigs, new wigs are covered by a 6-month manufacturer's warranty
  • Repairs or replacements are offered at the manufacturer's discretion

E. Customization Timeline

We aim to complete your customization in approximately 4–8 weeks from the date we receive your returned wig. There is no guaranteed completion date, and timelines may vary.
Orders cannot be canceled or refunded due to timeline extensions.

F. Rush Customization

Rush customization may be available depending on the studio's schedule. Ask us about current rush options.

G. International Orders

Exchange-Only Policy
Refunds are not offered for international orders.
You may return your wig for store credit or an exchange of equal or greater value if it is unworn and unaltered.

Shipping Responsibility
International returns must be shipped via DHL Express within 7 days of delivery. You are responsible for all return shipping costs.

Custom Wigs & Damage
Customized wigs or those damaged by the customer are final sale and not eligible for credit or exchange.

H. Adjustments

After your initial customization is complete, you have two complimentary adjustment rounds within 60 days. Each round can include anything that needs refining: fit, hairline, cut, or styling.

Please wear your wig for a few days first, then send us everything you'd like changed together, so we can take care of it all in one round.

For U.S. clients, we cover shipping both ways for these two rounds. International clients are responsible for shipping costs.