Return & Refund Policy

Important Hygiene Notice
Because wigs are personal care items that come into direct contact with the scalp and hair, we have specific return conditions to protect customer health and product integrity.

Return Eligibility Period
You have 14 calendar days from the date you receive the item to request a return (shorter than standard apparel due to hygiene reasons – this is clearly stated on each product page).

Eligible returns only apply to items that are: unopened, unworn, unused, and in original sealed packaging; no signs of try-on (no hair tangles, no styling products, no odor); all tags, liners, and protective caps intact.

The following items are NON-RETURNABLE (final sale): any wig that has been taken out of its original sealed bag or tried on (even once); wigs that have been brushed, cut, styled, washed, or altered in any way; clearance wigs, custom-made wigs, or “final sale” marked items; hair extensions with opened adhesive strips or cut wefts.

Acceptable Reasons for Return (without restocking fee)

Wrong item sent by us (different model, color, length from your order)

Defective product (visible defect such as missing lace, bald spot, broken clips upon arrival – must be reported within 7 days of delivery)

Not as described (e.g., advertised as 100% human hair but clearly synthetic)

Return Process
Email us at customerservice@durofixorg.com within 14 days of delivery with: order number, product name and reason for return, and clear photos/videos showing the issue (if defect or wrong item). We will respond within 2 business days with a return authorization and the correct return address (same as business address). Pack the wig in its original, unopened packaging – do not remove the wig from its cap or bag. Ship the return using a trackable shipping method. Return shipping costs are paid by the customer unless the return is due to our error (wrong or defective item). After receiving the return, we will inspect it within 3–5 business days. If the product shows any sign of use, unsealing, or tampering, the return will be rejected and the item will be sent back to you at your cost.

Refunds
Approved refunds are processed within 5–7 business days after inspection. Refunds are issued to the original payment method. Original shipping charges are non-refundable unless the entire order is defective or we made an error. If a return is rejected due to hygiene breach (item used or unsealed), no refund will be issued.

Wrong or Defective Items
If you receive a wrong or defective wig, contact us within 7 days of delivery. We will provide a prepaid return label or reimburse reasonable return shipping costs. After verification, you may choose a full refund (including original shipping) or a free replacement of the same item.

Exchanges
We do not offer direct exchanges for color, length, or style changes. If you want a different wig, please return the original item (subject to hygiene eligibility above) for a refund, then place a new order.