Return, Exchange & Refund Policy
Return Process: First, send us an email with a minimum of 5 pictures and explain the reasons for the return. Secondly, we will assess the situation and reply to your email immediately. After receiving our reply, copy this acknowledgment message: "I, [insert your name], have read and understood the return policy, and I am ready to return the wig with order number #1234". After we receive your second email, we will send you our return shipping address. Kindly return the wig to us via DHL or FedEx and provide us with a tracking number to keep track of the returned package. We do not accept returns from Post offices or USPS.
Please Note that the Item must be unused, uncolored, undamaged, and in its original package.
Return Shipping Cost: Buyers are responsible for the return label or return shipping cost to our Lagos, Nigeria warehouse.
TO BEGIN AN EXCHANGE OR A RETURN.
To be eligible for an exchange/return or refund, you must notify us 48 hours after you receive your wig. Your wig must be unused, undamaged, and in the same condition you received. It may not have been washed, cut, styled, colored, or worn. It must also be in the original packaging.
1. First, email us at least 5 pictures and explain the reasons for the return.
2. we will assess the situation and reply to your email immediately. After receiving our reply, copy this acknowledgment message: "I, [insert your name], have read and understood the return policy, and I am ready to return the wig. Order number #6115". After we receive your second email, we will send you our return shipping address. Kindly return the wig to us via DHL Express or UPS and provide us with a tracking number so we can keep track of your returned package.
3. Once your return unit is received and inspected, we will email you to notify you that we have received your returned Item. We will also notify you of the approval or rejection.
4. If you are approved, your refund will be processed. A credit will automatically be applied to your credit card or original payment method within days.
5. If you are shipping an item over $100 back to us, you should consider using a shipping service with tracking numbers or purchasing shipping insurance. We don't guarantee that we will receive your returned Item. We are not liable for a return shipping label, and We DO NOT accept returned shipments from USPS or post offices. Our return shipping address is the same address on the product package. Please note that the customer bears the return shipping cost.
CANCELLATION: All order cancellations require a 24-hour notice from when your order was received on our website. Cancellation that has exceeded 24 hours without notice is subject to a 40% restocking fee as long as the order still needs to be shipped. If your order has been shipped, we are afraid we can not cancel your order.
*every refund request is subject to our reviews*
DEFECTIVE PRODUCT BY US OR CUSTOMS OFFICERS
If we see an evident defect with your wig (not damaged by you), we will arrange and pay for the return shipping costs to our warehouse. For example, if you order a knotless braid wig and unintentionally ship a cornrow wig, we will cover the return shipping cost. Please note that occasional tiny pin holes on a lace material are not a factory defect. Here's why - for us to be able to braid on the human hair lace wig, we use little pins to pin the lace down on a mannequin, and sometimes pin holes are inevitable, so kindly bear with us.
EXCHANGE FOR A DIFFERENT WIG
Suppose you want an exchange on a product that doesn't contain a defect. In that case, you will have to arrange and pay for the shipping cost to our warehouse in Lagos, Nigeria, and shipping costs for the new product to be shipped back to you. Once the product is received and inspected, we will notify you and issue the exchange (if applicable)
MISSING PACKAGE SENT TO THE CORRECT ADDRESS
Poshglad braided wigs are not responsible for uninsured missing packages sent to the correct shipping address. By accepting our terms and conditions pre-checkout, you consent that you have read our terms of service and that we are not responsible for missing packages sent to the correct shipping address.
INSURANCE - HANDLES SHIPPING INSURANCE
We strongly advise shoppers to buy shipping insurance to protect their packages from unforeseen circumstances. Your package gets insured by DHL or UPS insurance when you pay for shipping insurance. PLEASE NOTE that our insurance doesn't cover stolen mail to porch pirates; we cover the shipping process from dispatch to transit delivery. In the case of missing or stolen packages en-route to your shipping address, we'll inform the shipping company about the claims and wait for 3-5 business days for their response. If they confirm that the package is undelivered, lost, or missing, they'll reimburse us the total amount, and we'll send you a new wig or issue you a full refund. This could take some time to settle because the shipping and insurance companies would likely investigate the claims.
