At Lux Caramel Wigs, we take pride in providing high-quality wigs that are carefully inspected before being shipped. Due to the hygienic nature of our products, we have a strict Refund & Return Policy to protect both our customers and our business.

All Sales Are Final

All wig purchases are final sale.

We do not offer refunds for any wigs purchased from Lux Caramel Wigs unless required by applicable consumer law.

Please ensure you carefully review the product description, colour, length, cap size, texture, and specifications before placing your order. If you have any questions, we encourage you to contact us before purchasing.

Exchanges

We understand that, in some cases, an exchange may be necessary.

We will only consider an exchange if:

• You contact us within 24 hours of receiving your order.
• The wig is returned within the timeframe instructed by our customer service team.
• The wig is unworn, unused, unwashed, unaltered, undamaged, and in its original condition.
• All original packaging, tags, lace, labels, accessories, and protective items remain fully intact.
• There are no signs that the wig has been tried on beyond a basic inspection, brushed, combed, styled, cut, coloured, bleached, washed, treated, or exposed to smoke, perfume, makeup, hair products, or any other substances.

For hygiene reasons, any wig that does not meet these requirements will be refused and returned to the customer.

Customers are responsible for all return shipping costs unless the item was received damaged or we made an error with your order.

Non-Exchangeable Items

The following items cannot be exchanged:

• Custom-made or personalised wigs.
• Wigs that have been cut, coloured, bleached, styled, washed, or chemically treated.
• Wigs with removed or damaged lace, tags, labels, or packaging.
• Clearance, sale, promotional, or discounted items.
• Hair accessories, wig caps, brushes, adhesives, glues, tapes, or any other hygiene-related products.
• Any item returned outside the 48-hour notification period.

Damaged or Incorrect Orders

If you receive an item that is damaged during transit or you receive the wrong item, you must notify us within 24 hours of delivery.

Please provide:

• Your order number.
• Clear photographs of the item.
• Photographs of the packaging.
• A description of the issue.

We will investigate the matter and, where appropriate, offer a replacement or exchange.

Return Process

Before returning any item, you must contact our customer service team for return authorisation.

Returns sent without prior approval may be refused.

Customers are responsible for ensuring returned items are securely packaged. We recommend using a tracked and insured shipping service, as Lux Caramel Wigs cannot be held responsible for items lost or damaged during return transit.

Refused Returns

We reserve the right to refuse any return or exchange if:

• The item shows signs of wear or use.
• The product has been altered in any way.
• The return does not comply with this policy.
• The item is returned outside the permitted timeframe.
• Hygiene seals, lace, tags, or packaging have been removed or damaged.

Any refused returns will be sent back to the customer at the customer’s expense.

Order Cancellations

Orders may only be cancelled before processing begins.

Once your order has been processed, packed, or dispatched, it cannot be cancelled or refunded.

Shipping Costs

Original shipping charges are non-refundable.

Customers are responsible for return shipping costs unless the return is due to our error or a confirmed manufacturing defect.

Consumer Rights

Nothing in this policy affects your statutory consumer rights under applicable consumer protection laws.

Contact Us

For all return or exchange enquiries, please contact our customer service team with your order number and details of your request.

Thank you for choosing Lux Caramel Wigs. We appreciate your support and look forward to helping you find your perfect look.

Need help?

Contact us at rachael4meus@yahoo.com for questions related to refunds and returns.