Refund and Returns Policy
1. Overview
We want you to feel confident when shopping for wigs at our store. If you experience an issue with your order or receive a product that does not meet the agreed specifications, please contact our customer support team so we can review your situation.
This Refund and Returns Policy explains how to request a return, the conditions that apply to eligible items, how refunds are processed, and how to contact us for assistance.
Our policy is subject to applicable consumer protection laws. Nothing in this policy is intended to limit any rights that cannot legally be excluded.
2. Return Eligibility
You may contact us to request a return within 30 days of delivery, subject to the conditions below and applicable law.
To help us assess your request, please ensure that:
- You provide your order number or other reasonable proof of purchase.
- The item is in its original condition, with all included accessories and packaging where reasonably available.
- The item has not been damaged through misuse, improper handling, or unauthorized alteration.
- You contact us before sending any item back so we can provide return instructions.
For hygiene reasons, wigs should not be worn, washed, cut, dyed, restyled, or otherwise altered if they are being returned because you changed your mind or no longer want the item.
Where applicable law provides a right to return an item despite opened packaging or limited inspection, those legal rights will take precedence over this policy.
3. Hygiene and Wig Returns
We understand that wigs are personal-use products, and hygiene is an important consideration when handling returns.
For change-of-mind returns, we generally require the wig to remain unused and in a resalable condition. Original hygiene seals, protective nets, tags, and packaging should remain intact where applicable.
Please inspect your order carefully upon delivery. If you believe a wig is defective, damaged, incorrect, or materially different from its product description, contact us before attempting to wash, cut, dye, or otherwise modify it.
We will assess such cases individually and provide an appropriate resolution in accordance with applicable law. Hygiene-related restrictions will not be used to deny remedies that you are legally entitled to receive.
4. Items That May Not Qualify for a Change-of-Mind Return
Subject to mandatory consumer rights, the following items may not qualify for a change-of-mind return:
- Wigs that have been worn, washed, cut, dyed, or significantly restyled.
- Items damaged after delivery through improper use or handling.
- Items missing essential components or accessories supplied with the original order.
- Products clearly identified as non-returnable before purchase, where such exclusions are permitted by law.
Opening packaging for reasonable inspection does not automatically remove any statutory return rights that may apply.
Defective, damaged, incorrect, or misdescribed items will be handled separately and will not automatically be treated as ordinary change-of-mind returns.
5. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If you receive a damaged or defective wig, or an item that differs from what you ordered, contact us as soon as reasonably possible.
Please include the following information in your email:
- Your order number
- A description of the issue
- Clear photographs or other supporting information, if reasonably available
Our team will review the details and explain the available next steps. Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, repair where relevant, refund, or another legally required remedy.
Please do not discard the product or return it to an address that has not been confirmed by our support team.
6. How to Request a Return
To start a return, follow these steps:
Step 1: Contact Us
Email supportteamnow@tracebrook.com with the subject line “Return Request” and provide your order number.
Step 2: Explain Your Request
Tell us why you would like to return the item. If the product is damaged, defective, or incorrect, please describe the issue and attach supporting photographs if available.
Step 3: Wait for Instructions
Our support team will review your request and explain whether the return can be accepted. If approved, we will provide the applicable return address and instructions.
Step 4: Pack and Send the Item
Package the item carefully to reduce the risk of damage during transit. Please include the relevant accessories and packaging where required.
Step 5: Return Review
Once the returned item is received, we will inspect it where appropriate and notify you of the outcome.
Please do not send returns to an address obtained from an unrelated source or ship an item before receiving the necessary instructions.
7. Return Shipping Costs
Return shipping responsibility depends on the reason for the return and the requirements of applicable law.
- Change-of-mind returns: The customer may be responsible for return shipping costs where permitted by law and where this responsibility has been clearly disclosed.
- Damaged, defective, or incorrect items: We will provide instructions for an appropriate resolution, including return shipping arrangements or reimbursement where required by applicable law.
- Other circumstances: Any applicable shipping arrangements will be communicated by our support team before the return is sent.
Original shipping charges, customs duties, and other fees will be handled according to the circumstances of the order and applicable legal requirements.
8. Refund Processing
Once an eligible return has been received and reviewed, we will notify you whether the refund has been approved.
Approved refunds will generally be issued to the original payment method unless another method is agreed upon and permitted by applicable law.
After a refund is initiated, the time it takes for the funds to appear in your account may depend on your payment provider, bank, or card issuer.
If you have not received an approved refund after a reasonable period, please contact us with your order number so we can help you check its status.
Where applicable law requires a refund within a specific timeframe, we will follow that requirement.
9. Exchanges
If you would like a different wig style, color, or length, please contact us to ask whether an exchange is available.
Exchanges are subject to product availability, return eligibility, and applicable law. If an exchange cannot be arranged, we will explain the available alternatives.
For an item that is defective, damaged, incorrect, or otherwise covered by a statutory remedy, your legal rights will take precedence over any ordinary exchange limitations.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible and provide your order number.
We will check whether the order can still be canceled before it is processed or dispatched. Once an order has been shipped, cancellation may no longer be possible, and you may need to follow the applicable return procedure.
Cancellation restrictions do not override any cancellation rights provided by applicable law.
11. Late or Missing Refunds
If you believe a refund is delayed, please consider the following steps:
- Check your payment account or bank statement.
- Contact your payment provider or card issuer to ask whether the refund is still being processed.
- If the refund remains missing, email us with your order number and refund details.
We will review the transaction information available to us and provide reasonable assistance.
12. Important Information
Return requests are reviewed based on the product’s condition, the reason for the request, the order details, and applicable consumer protection requirements.
We reserve the right to review suspected fraudulent or abusive return requests, provided that doing so does not interfere with any mandatory consumer rights.
Nothing in this policy excludes or restricts any legal rights or remedies that cannot lawfully be excluded or restricted.
13. Contact Us
If you have questions about returns, refunds, exchanges, or order cancellations, please contact our customer support team.
Email: supportteamnow@tracebrook.com
Email Subject: Return or Refund Request
Please include your order number and a clear description of your concern so we can assist you more efficiently.
Thank you for shopping with us. We appreciate the opportunity to help resolve any concerns regarding your order.
