Return Policy
At Wigaura, your satisfaction is our top priority. To ensure a smooth and fair return process while maintaining our high standards of product quality, we kindly ask that you adhere to the following policies.
Return Policy
Once an order is placed, the production or shipping process may begin immediately. Therefore, we enforce the following cancellation standards:
Within 24 Hours (No-Fee Cancellation): Orders can be cancelled or modified free of charge within 24 hours of purchase. A full refund will be issued.
After 24 Hours (Custom Products): Custom orders (including specific cuts, colors, densities, sizes, or styling) enter an irrevocable production stage after 24 hours.
Forced Cancellation Fee: If you request a cancellation after production has begun, a 90% loss fee will be deducted to cover raw materials and labor costs. Only 10% of the total amount will be refunded.
After 24 Hours (In-Stock/Standard Products): For standard products cancelled after 24 hours but before shipping, a 5% transaction processing fee will be charged.
Shipped Orders: Once a tracking number is generated or the package has been handed to the carrier, the right to cancel is terminated.
To be eligible for a return or exchange, you must follow this strict timeline:
Notification Period (First 15 Days): You must contact our customer service or email us to apply for a return/exchange within 15 days of signing for the package.
Return Shipment Period (Subsequent 15 Days): Once your request is approved, you have an additional 15 days to ship the product back to us.
Expired Requests: Due to the personal nature of our products, we cannot extend the "15-day notification + 15-day return" window.
Eligible Products:
Purchased directly from our official website: www.wigaura.com.
Unused Condition: Product must be unwashed, undyed, and untrimmed (eligible for resale).
Security Ties Intact: The gold or silver ties at the top of the hair must not be removed.
Applied for within 15 days of delivery.
Ineligible Products:
Used Products: Anything worn, washed, dyed, or cut.
Damaged Ties: Hair loss caused by the removal of gold/silver ties.
Late Applications: Requests made after the 15-day window.
Odor/Wear: Products returned with visible signs of use or scents (e.g., perfume).
Custom Products: Custom orders are strictly non-returnable and non-exchangeable.
Important Note: For hygiene reasons, we only accept returns in their original, pristine packaging. The gold/silver security ties are the "seal" of our product; once removed, the item is no longer eligible for return.
Refund Processing Time:
Refunds will be processed within 3–9 business days after we receive and inspect the item. Please note that bank processing times are beyond our control.
Check Eligibility: Ensure the hair is unworn, unwashed, and the ties are intact.
Contact Us: Email us at jyzy@juyangzhiyu.cn or contact us via WhatsApp.
Provide Documentation: Attach clear photos of the product and the original packaging box to verify condition and authenticity.
For Exchanges: Specify your desired replacement. For color exchanges, provide photos of your ideal hair color in natural light for our team to assist you.
Approval & Address: Once approved, we will provide the correct return address. Do not ship items back without prior authorization.
Shipping the Return: Include a note inside the package with your *Order Number (SN)**. Provide the Tracking Number to our customer service immediately after shipping.
Processing Time:
With Tracking Number: Processed within 1–10 business days of receipt.
- Without Tracking Number: Significant delays (5–15 business days) as we must manually verify the parcel among high volumes.
Because custom products are made to your specific measurements and preferences, they cannot be resold.
General Rule: We do not accept returns/exchanges for personal reasons such as "disliking the style," "changing your mind," or "incorrect fit."
Quality Exception: If a custom product has a verified manufacturing defect, we will provide free repair services. Direct returns or refunds are not accepted.
Because custom products are made to your specific measurements and preferences, they cannot be resold.
General Rule: We do not accept returns/exchanges for personal reasons such as "disliking the style," "changing your mind," or "incorrect fit."
Quality Exception: If a custom product has a verified manufacturing defect, we will provide free repair services. Direct returns or refunds are not accepted.
If you return a stock item for personal reasons (change of mind, preference), the following will be deducted from your refund:
Shipping Costs: If the original order qualified for free shipping, the actual shipping and tax costs incurred by Wigaura will be deducted. Paid shipping fees are non-refundable.
Restocking Fee: A $65 USD fee will be deducted to cover quality inspection, repackaging, and inventory processing.
Taxes/Duties: Any customs duties or taxes generated during the shipping or return process are non-refundable.
Carrier Choice: You are responsible for arranging return shipping. Please choose a reliable carrier.
Tracking: We strongly recommend purchasing tracking services. We are not responsible for lost return packages.
Correct Address: Do NOT return to the address on the original shipping label. You must obtain the correct warehouse address from customer service.
Package Not Received: If your tracking says "Delivered" but you have not received the package, contact us immediately. Note: We cannot provide tracking assistance for orders marked "Delivered" for more than 7 days.
Wrong or Defective Items: Provide your order number and clear photos/videos of the defect or the incorrect item within 15 days of receipt.
To ensure fairness for all customers, Wigaura reserves the right to suspend or deactivate accounts that:
Exhibit an abnormally high return rate.
Show evidence of "wardrobing" (wearing products once and returning them) or purchasing for resale purposes.
We are dedicated to extending the life of your hairpiece through professional support.
1. 6-Month Limited Warranty
Available for all full-priced Wigs and Toppers (excludes sale/clearance items).
Coverage: Covers abnormal hair loss, bald spots, or severe fading not caused by improper care.
Service: We provide professional hand-tied hair refills or base repairs. This is a repair service, not a replacement.
Shipping: Labor is free; the customer is responsible for round-trip shipping costs.
2. Out-of-Warranty & Paid Repairs
If your product is past the 6-month mark or has accidental damage (tears, base damage), we offer paid repair services. Fees are based on the extent of the damage.
3. Warranty Exclusions
The warranty does not cover:
Damage caused by improper handling or glue residue.
Unauthorized alterations (dyeing, bleaching, or cutting by a third party).
Physical damage from sleeping or swimming in the piece.
Important Maintenance Tip: Hand-knotted repairs can take up to 2 months. We strongly recommend owning at least two pieces to rotate daily wear, which significantly extends the lifespan of each product.
FAQ
Orders can be cancelled for free within 24 hours of purchase. For standard items, a 5% fee applies after 24 hours if not yet shipped. Custom orders cannot be cancelled once production begins (usually after 24 hours); a 90% production cost will be deducted for forced cancellations. Shipped orders cannot be cancelled.
We follow a "15 + 15 Day Rule". You must notify us and apply for a return within 15 days of signing for the package. Once approved, you have an additional 15 days to ship the item back. We cannot extend these deadlines due to the nature of our products.
Only standard in-stock items in their original, resalable condition are eligible. Wigs must be unworn, unwashed, and unaltered, with the lace uncut. All original tags and packaging must be intact, and the product must be free of odors (perfume, smoke, etc.).
Worn or damaged products, custom orders (e.g., custom cuts/colors), clearance items, final sale products, and custom hair services are ineligible for return or exchange.
Non-returnable items include: Custom orders (made to your specific requirements), sale or clearance items, and any products that have been used, washed, styled, or had the lace cut.
Customers are responsible for all return shipping costs. Additionally, for non-quality returns, a $65 restocking fee and any original shipping/tax costs paid by Wigaura will be deducted from your refund.
First, Chat Us with your order number and photos for approval. Once approved, ship the item to the provided address and keep your tracking number.
contact customer service within 15 days of receipt to apply. Once approved, ship the item back within 15 days using a reliable carrier with tracking. After we receive and inspect the item (3-9 business days), your refund will be processed to your original payment method.
No. Do not return the package to the address listed on the shipping label. You must contact our customer service to obtain the correct warehouse address for returns. Wigaura is not responsible for packages sent to the wrong address.
Refunds are processed within 3–9 business days after we receive and inspect the returned item. The time it takes for the funds to appear in your account depends on your bank's processing policy.