Refund policy

🛍️ Return & Customization Policy

📌 Quick Links

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.

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 within 8 weeks, but timelines may vary.
Orders cannot be canceled or refunded due to timeline extensions.

F. Rush Customization

Rush service is available for $300, subject to availability.
This shortens the initial customization timeline to about 1 month, but does not guarantee that additional adjustments won’t be needed.

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.