Refund and Returns Policy

Last updated: 13 October 2026

Beyond your 7 day cooling-off period, we only accept change-of-mind returns and exchanges if you added optional Return Protection (R120) to your order before you paid. Your legal rights always apply, whether or not you add it, and they cost nothing extra. They include your 7 day cooling-off right on online orders (section 3) and your rights if a wig is faulty, damaged or not what you ordered (section 2). This policy does not take away any right you have under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

To start any return or cancellation, email info@WiglyHair.com or message us on WhatsApp with your order number and the reason. We reply with the return instructions.

1. Return Protection (optional, R120 per order)

Return Protection is optional. You add it to your bag yourself, as a separate line, before you check out. It is never added for you. It is a once-off fee of R120 per order and it applies to every wig in that order. It cannot be added after you have paid.

What it does: it extends your change-of-mind return window from 7 days to 30 days after you receive the wig, and it allows an exchange. You never need it for a faulty, damaged or wrong item, or to use your 7 day cooling-off right.

To return a wig under Return Protection, tell us within 30 days of receiving it, and make sure:

  • The wig is unworn: you may try it on over a wig cap to check the fit, but it has not been installed, washed, styled, coloured or cut.
  • The lace has not been cut, plucked or bleached, and the hairline is untouched.
  • The wig is in its original packaging with its tags and wig cap.
  • You send it back within 7 days after we confirm the return, with a tracked service. You pay the cost of sending it back.

We refund the price of the wig within 7 to 10 working days after it reaches us in the condition described above. We do not refund the delivery fee or the Return Protection fee on a change-of-mind return. For an exchange, tell us the length, colour or style you want. We arrange it subject to stock, and any price difference is settled before we ship the replacement.

In the first 7 days after you receive your order, you can use your cooling-off right in section 3 instead, which refunds everything you paid, including delivery and the Return Protection fee.

2. Faulty, damaged or wrong item (always applies)

If your wig arrives faulty, damaged or not what you ordered, or does not match its description or the quality you could reasonably expect, you may reject it and choose a repair, replacement or full refund. Tell us within 10 business days of delivery for a wig that does not match its description. If a wig develops a defect within 6 months of delivery that is not caused by misuse, you may choose a repair, replacement or refund. If a repair or replacement fails within 3 months, you may choose a refund. We cover the cost of returning the item and refund the full price you paid, including delivery, within 7 to 10 working days of the item reaching us. Please send clear photos with your request. If your whole order goes back for one of these reasons, we also refund any Return Protection fee.

3. Your 7 day cooling-off right (always applies)

Because you buy online, the law gives you the right to cancel your order within 7 days of receiving the goods, without giving a reason and without penalty, as set out in section 44 of ECTA. Tell us (email or WhatsApp) within the 7 days and send the goods back with their packaging. You may try the wig on over a wig cap to check the fit. Please take reasonable care of it. We refund everything you paid, including delivery and any Return Protection fee, within 30 days of your cancellation. The only cost to you is the direct cost of sending the goods back.

Install kits and bags included with premium wigs and combos

Where an install kit or bag comes with a premium wig or combo, it is included in the price. If you return a wig under Return Protection, please send the kit and bag back with it, unopened if you can. If the kit or bag has been opened or used, we deduct its shop price (shown on the kit's product page) from your refund, and we tell you the amount before we refund you. We never make this deduction when you cancel under your 7 day cooling-off right or when the wig is faulty, damaged or not what you ordered. Install kits bought on their own can only be returned if they are faulty, damaged or wrong, or within the 7 day cooling-off period.

Cancelling before dispatch

If you want to cancel an order that has not been dispatched, contact us straight away and we will refund you in full, including any Return Protection fee. If it has already been dispatched, your 7 day cooling-off right applies from the day you receive it, and Return Protection applies if you added it.

Refund method

Refunds go to your original payment method. Your bank may take a few extra days to show them.