MAMAHZXTENSIONS — Returns & Refunds Policy

1) Our promise

We want you to love your wig. If something isn’t right, we’ll help quickly and fairly and always in line with UK consumer law. For faulty items you have a 30-day “short-term right to reject” for a full refund; after that, you’re entitled to repair or replacement. 

2) Change-of-mind (online orders)

You have till the next day from the day after delivery to tell us you’d like to cancel (cooling-off period). After you notify us, you then have 3 more days to send the item back. 

Important hygiene rule

Because wigs are intimate wear, opened or unsealed wigs are not suitable for return for hygiene reasons. We can accept a change-of-mind return only if all factory seals/tamper stickers are intact and the wig has not been removed from its inner net, tried on, styled or altered. 

3) Eligibility checklist (must all be true)

• Factory seal/tamper-evident packaging is unbroken.
  
  
• Unworn & untried (not removed from the inner wig net), unaltered (no cutting lace, no plucking, no tinting/bleaching, no heat styling).
  
  
• Tags/labels attached; all original packaging (box, hairnet, stuffing, care card) included.
  
  
• No residues/odours (make-up, perfume, hair spray, smoke).
  
  

If any of the above isn’t met, we’ll return the item to you and no refund will be issued

4) Non-returnable items

• Opened/unsealed wigs (for change-of-mind).
  
  
• Custom-made / special-order pieces unless faulty.
  
  
• Clearance/“final sale” items unless faulty.
  
   These exclusions are typical in the wig sector and permitted under UK law (hygiene exemption; custom/personalised goods).
  
  

5) Faulty, damaged, or not-as-described

If your wig arrives damaged or faulty, or not as described:

1. Contact us within 7 days of delivery for a refund, or request a repair or replacement.
   
   
2. We’ll cover return postage for accepted faults.
   
   
3. After 7 days, we’ll first offer repair or replacement; if that’s impossible or unsuccessful, you may be entitled to a price reduction or refund.
   
   

6) Exchanges

If you qualify for a change-of-mind return (all seals intact), you may request an exchange instead of a refund. We’ll ship the replacement once we receive and inspect your return.

7) How to return (RMA required)

1. Email support (details below) within 14 days of delivery to request a Return Merchandise Authorisation (RMA). Returns without an RMA may be refused—this is standard in the wig trade
2. We’ll email you your RMA number and instructions.
   
   
3. Pack securely in original packaging.
   
   
4. Use a tracked, insured service and keep proof of postage (you’re responsible for the item until it reaches us).
   
   
5. Send to: MAMAHZXTENSIONS Returns, [50B Kellet Road London: SW2 1ED]
   
   

8) Refunds

• We’ll process refunds within 14 days of receiving your return, to your original payment method (minus any original expedited shipping fees). This timeline reflects typical UK wig-retailer practice.
  If you return your entire order, we’ll refund the standard delivery charge where applicable (in line with UK guidance).
  
  
• If an item is returned not meeting the eligibility criteria, we’ll return it to you. Some wig retailers apply admin fees for non-compliance; we prefer clarity—no fees, just adherence to the rules