Platinum Wigs offers a no-hassle return policy on all our products. We want you to be satisfied with your purchase, so please take your time and feel free to ask questions before making your purchase.
Return Policy - If you're not 100% completely satisfied with your purchase, you may return your unused product to us within 7 days of receiving. Your request for return must be submitted within 48 hours of receiving your order. Returns authorization can be requested from your account. Once logged into your account go to Completed Orders --> Return Item(s). Once you complete the required information and click SUBMIT RETURN REQUEST, you will be taken to a page that shows your return instructions along with the return address. Be sure to print this information out. We will usually answer (Authorize or Deny) your return request within 48 hours.
We gladly accept returns on all eligible products (see below) for a one-time store credit or refund. All returns and exchanges will incur a 30% restocking fee in addition to a $18 shipping charge if your order originally received free shipping. If your return request is outside of the 48 hours allowed to request a return, then there could be a 50% restocking fee if it is approved. If an error by our company was made on your original order, we will be more than happy to exchange the item without penalty, apply a store credit for the item that was originally purchased, or issue a refund. Shipping and handling fees are non-refundable. However, we will refund shipping cost up to $6 if we made an error or your product was defective as determined by our internal inspection. Upon making your purchase, you agree that our internal inspection is deemed final in cases where you believe you have received defective merchandise.
Once the 30% restocking fee is deducted along with $18 shipping charge, if applicable, the remaining balance will be applied as a one-time store credit or as a refund issued to the original method of payment. Please note that original shipping and handling fees are non-refundable.
Cancellations & Changes - Order cancellations and changes can be made for orders with AWAITING FULFILLMENT status only. Order cancellations or changes will automatically incur a 25% cancellation/change fee.
While we are unable to process new orders via the return process, if you wish to replace the item, please place another order online using your store credit.
Return Product Eligibility -
To be eligible for a refund, an exchange or store credit, the product has to be returned in its original state with no alterations made. That includes the following:
Wig cannot be tried on without a wig cap
Wig cannot be worn
Wig must be returned in the original packaging
Wig lace cannot be cut, torn, dyed or altered in any manner
Wig cannot contain any tape, glue or residue
Wig cannot contain any chemicals, dyes, or other hair products
Wig cannot be styled
Wig hair cannot be cut
Wig cannot contain any odors such as perfume and smoke
Wig cannot be finger combed
Wig cannot be washed or conditioned
Item(s) must be returned within 7 days upon receipt, which is determined based on delivery date provided by carrier
Products Ineligible for Return or Refund -
Custom / Styled Items
Extensions that have been removed from the original packaging, show evidence of tampering, and/or had the tags cut
Custom wigs in production are not eligible for refund or exchange. If you send an item ineligible for exchange or return to us, we will notify you and return the item(s) to you at your expense. If return shipping costs are not paid within 14 days of notification, the item(s) will be destroyed or donated to charity without a refund.
How To Make a Return -
Our return process is simple as A-B-C
A. Log into your account and go to Completed Orders --> Return Item(s) and complete the return request form. Be sure to print the Return Instructions once you submit the form.
B. Properly repackage your item(s) in the original packaging and ship the items being returned to the address provided. And don't forget to insure your items as we are not responsible for lost or damaged items being returned to us.
C. Within 7 business days of us receiving your eligible return, an exchange will be reshipped to you, or you will receive a store credit coupon code via e-mail that will be valid for 6 months, or you will receive a refund posted back to your original payment method. Repackage your item(s) in the original packaging. Wigs and/or hair extensions that have been been repackaged in undersized boxes will be ineligible for returns.
Undeliverable Orders - If your order is returned to our warehouse as undeliverable or refused, you will be issued a refund minus a 30% restocking fee in addition to a shipping charge of $18 if you received free shipping. If you choose to have your package reshipped, you will be charged a shipping fee of $18.
Platinum Wigs wants to make your decision to purchase with us an easy one. Please take your time and ask questions before making your purchase. Our photos are very detailed, but because of differences in color caused by various types of monitors and lighting we are unable to guarantee exact color match. However, we are always happy to assist you with your pre-sales questions. We enjoy educating our buyers about our products. WE URGE OUR CUSTOMERS NOT TO COLOR NON-VIRGIN UNITS. REMY NON-VIRGIN HAIR HAS BEEN CHEMICALLY TREATED. IF YOU CHOOSE TO USE ADDITIONAL CHEMICALS AND COLOR YOUR UNIT IF THE DESIRED RESULTS ARE NOT ACHIEVED WE CAN NOT BE HELD RESPONSIBLE.
There are NO EXCEPTIONS to this policy and we reserve the right to change it without notice.