Return Policy

Returns & Exchanges

We Want You to Love Your Hair

Shopping for a new wig is exciting, and we want you to feel good about your choice. At Prettyluxhair, every wig is carefully prepared before it makes its way to you.

Sometimes plans change, or a style just isn't what you expected. If that happens, we're here to help you understand your options.

Here's everything you need to know about cancellations, returns, exchanges, and refunds.

Changed Your Mind Before Shipping?

We understand! If you'd like to cancel your order, please email us as soon as possible.

A 15% cancellation handling fee applies to approved cancellations. This helps cover the costs associated with payment processing and preparing your order.

Once your order has shipped, we're unable to cancel it.

For customized wigs, cancellation may no longer be possible once production has started.

Not Quite the Look You Expected?

If your new wig isn't the right fit for you, you can request a return within 14 days of delivery.

Because hair products require special care, we can only accept wigs that are still in their original, unused condition.

Before requesting a return, please make sure:

Your wig has not been worn, installed, washed, or altered.
The lace is completely intact and has not been cut.
The hair has not been dyed, chemically treated, or modified.
All original packaging and accessories are included.
You have your order number or proof of purchase.

A little reminder: Once a wig has been worn, installed, or had its lace cut, we cannot accept it for a standard return.

Customized and personalized wigs are final sale for change-of-mind returns.

If your item is defective or incorrect, please see the section below for assistance.

What Does a Return Cost?

For eligible returns that are not related to a product defect or an error on our part, a 25% restocking fee will be deducted from your refund.

Why the fee? Returned wigs require individual inspection, careful handling, quality checks, and additional inventory processing. This fee helps us manage those costs while maintaining our product standards.

Return shipping is the customer's responsibility for personal-preference returns. You may choose your preferred shipping carrier, and the cost will depend on the service selected.

Please contact us for return approval and the correct warehouse address before sending anything back.

Want to Swap It for Another Style?

Maybe you'd prefer a longer length, a different texture, or another color. We'd be happy to help you explore an exchange.

Exchange requests must be made within 14 days after delivery, and the original wig must be unused, unaltered, and in its original condition.

For exchanges requested for personal reasons, the following fees apply:

18% Exchange Restocking Fee — for processing, inspection, and handling.
$28 Exchange Shipping Fee — for shipping your replacement wig.
Return Shipping Cost — the cost of sending your original wig back to our return facility.

If your new selection costs more than the original wig, you'll need to pay the difference. If it costs less, the difference will be refunded as applicable.

We allow one standard exchange per order. Once your exchange is completed, the replacement wig cannot be returned or exchanged again simply because you've changed your mind.

These fees do not automatically apply to exchanges needed because of confirmed defects or fulfillment errors.

What If Something Is Wrong With My Order?

If your wig arrives damaged, defective, or different from what you ordered, please reach out to us as soon as possible.

Email info@prettyluxhair.com with your order number and clear photos or videos showing the issue.

We'll review your concern and help find an appropriate solution. If the problem is confirmed to be our error, we'll cover reasonable return shipping costs where required and provide a remedy in accordance with applicable law.

My Tracking Says Delivered, but I Can't Find My Package

We know how frustrating this can be.

If your carrier confirms that your package was delivered to the correct shipping address, Prettyluxhair is not responsible for loss or theft occurring after confirmed delivery, except where applicable law provides otherwise.

We recommend checking around your delivery location, asking neighbors or building staff, and contacting the carrier to open a missing-package investigation.

If you need delivery confirmation or tracking details, our team will be happy to help.

When Will I Get My Refund?

Once your return reaches our warehouse, we'll check the condition of the wig and review it against our return requirements.

We'll then email you to let you know whether your refund has been approved.

For approved returns, we generally begin processing your refund within 3 business days after inspection. The refund will be sent to your original payment method, minus any applicable fees permitted by law.

Your bank or payment provider may take a little longer to reflect the funds in your account.

If your refund is taking longer than expected, check with your bank or card provider first. You can also contact us for help.