Returns & Exchanges
Made-to-order wigs are handled a little differently — here’s exactly how.
Effective 9 June 2026. We want you to love your wig. Because every wig is made to order from natural human hair and is a hygiene-sensitive personal-care item, this policy is a little different from a standard returns policy — please read it before you order. (For Angelo Seminara brushes and other non-made-to-order items, contact us — standard consumer rights apply.)
1. Change-of-mind returns
Our wigs are custom-made to the shade, length, density, and lace you select, and are worn directly against the scalp. For hygiene and quality reasons, we cannot accept returns or exchanges for change of mind, incorrect option choices, or a colour/texture that looks different in person, once an order is placed.
Natural human hair varies slightly in colour, tone, and texture between the website images, the colour table, and the finished wig — and between lighting conditions. These variations are normal and are not considered defects. If you’re unsure which shade or configuration is right, email us before ordering at support@hair-mastery.com — we’re glad to help you choose. Because the wigs are made to order, change-of-mind purchases fall under the standard exemption from cooling-off / right-of-withdrawal rules that applies to personalised and hygiene-sealed goods.
2. Cancelling before production
If you change your mind before production begins, contact us as soon as possible at support@hair-mastery.com. If we haven’t started making your wig, we’ll cancel and refund you in full. Once production has started, an order can no longer be cancelled or refunded.
3. Faulty, damaged, or incorrect wigs
If your wig arrives with a manufacturing defect, is damaged in transit, or doesn’t match the options you ordered, we’ll make it right with a repair, replacement, or refund.
To start a claim:
- Email support@hair-mastery.com within 48 hours of delivery.
- Include your order number, a description of the issue, and clear photos (and video where helpful) showing the problem.
- Do not cut, wash, colour, wear, or alter the wig — doing so means we can no longer treat it as a defect claim.
Once we confirm the issue, we’ll email you a return authorisation and the return address. For approved defect or wrong-item claims, we cover return shipping. Please keep proof of postage until your claim is resolved. We’ll inspect the returned wig and, within a reasonable time, send a replacement or issue a refund to your original payment method.
4. What isn't covered
- Wigs that have been cut, coloured, permed, washed, worn, or otherwise altered
- Normal variation in natural-hair colour, tone, density, or texture
- Damage from misuse, improper installation, harsh chemical treatment, heat damage, or normal wear and tear
- Customs duties, import taxes, or local fees (the customer’s responsibility — see our Shipping Policy)
5. Customs-refused or returned parcels
If a parcel is returned to us because customs duties weren’t paid or delivery was refused, we’ll contact you to arrange re-delivery. Any re-shipping costs and non-recoverable fees may be deducted from a refund.
6. Your statutory rights
This policy doesn’t affect any mandatory consumer rights you have under the law of your country of residence. Where you have a statutory right to a remedy for faulty goods, that always applies.
7. How to reach us
support@hair-mastery.com — include your order number.
Hair Mastery, Brunnenstrasse 6, CH-8575 Bürglen, Switzerland