WANNEKA LUXURY HAIR REFUND POLICY

At Wanneka Luxury Hair, we prioritize providing quality products and ensuring customer satisfaction. However, due to the nature of our products and the customizations involved, our refund policy is strictly limited to certain conditions. Please read this policy carefully before making any purchase. By completing a purchase, you acknowledge and accept all terms of this refund policy.

General Refund Policy

1. Custom-Made and Final Sale Products

   • All Wanneka Luxury Hair products are custom-made and tailored to meet each customer's specifications. As such, we do not offer cash refunds under any circumstances once an order has been processed.
   • Orders are considered final upon receipt of payment, and production commences immediately to ensure timely delivery. This policy is in place to maintain our high standards of quality and exclusivity.
   • Payments made for custom orders may only be converted to a store credit or gift card if approved by our team. This credit can be used solely on our online platform for future purchases.

2. Non-Refundable Payments

   • We do not provide cash refunds for any products. All payments received are non-refundable, as each unit is crafted specifically for the individual who placed the order. Refunds are not permitted for any reason, including but not limited to changes in personal preference, unexpected delays in delivery due to factors outside of Wanneka Luxury Hair's control, or issues related to payment processing.

3. Store Credit Conversion

   • In cases where a refund request is approved (see criteria below), payment can be converted into store credit. Store credit is redeemable only on our official website and may not be transferred to another individual or redeemed for cash. Store credits are valid for a one-time use only and must be utilized within 12 months from the date of issuance.
   • If the store credit is not used within this period, it will be forfeited without the possibility of renewal or extension.

Refund Eligibility and Conditions

1. Eligibility for Store Credit Conversion

   • Only under specific and exceptional circumstances may refunds be converted to store credit. Such situations may include:
     • Product Quality Control Failure: If a product does not pass our quality control checks and requires re-manufacturing, we may offer a store credit in place of a replacement unit, solely at our discretion.
     • Confirmed Production Error: In the rare event of a verified production error where the specifications significantly deviate from the customer’s order (such as incorrect size, color, or customization), store credit may be provided. Verification will require a formal review by our quality assurance team, which may take up to 10 business days.

2. Excluded Refund Scenarios

   • Refunds, including store credit conversions, will NOT be granted in the following cases:
     • Orders where the wrong specifications were provided by the customer, including incorrect wig size, color choice, or customization details.
     • Delays due to custom duty charges, international shipping issues, or courier delays once the product has left our facility.
     • Products that are damaged, lost, or mishandled by third-party logistics partners.
     • Requests for refunds due to a change in personal preference, personal scheduling conflicts, or minor differences in product appearance from online images.

Refunds for Exchange Situations

1. Exchange-Related Refunds

   • In cases where an exchange is approved, customers must submit an exchange request within 48 hours of order confirmation or within 10 days after delivery.
   • Exchanges are only approved for specific reasons, such as wrong item or wig size being delivered or verified production errors. If an exchange is approved and the originally ordered item cannot be fulfilled, we may, at our sole discretion, convert the payment into store credit rather than re-sending a different item.
   • Any services provided that involve additional charges, such as glueless customization, custom coloring, or additional styling, will not be eligible for exchange-related refunds.

2. Conditions for Exchange Approval

   • To qualify for an exchange, customers must ensure that the product remains unused, in its original packaging, and with all tags attached. Any evidence of use, including styling, washing, or alterations, will void eligibility for an exchange.
   • Upon receipt of an approved exchange request, our quality control team will inspect the returned item. If the returned item fails inspection, the exchange will be denied, and the product will be returned to the customer at their own expense.

Damaged or Lost Shipments

1. Shipment-Related Refunds
   • We are not responsible for any damage or loss that occurs after the product leaves our facility. Any claims regarding lost or damaged items in transit must be addressed directly with the shipping carrier.
   • Should you require a specific declared value for customs or insurance purposes, please notify us before shipping. Failure to do so may result in limited options for recovery in case of loss or damage, for which Wanneka Luxury Hair bears no liability.
   • Refunds will not be granted for products delayed, damaged, or lost in transit. If a delay is caused by customs or local regulations, customers will be responsible for any additional fees or charges.

Payment Discrepancies and Order Confirmation

1. Unconfirmed Payment and Order Cancellations

   • Wanneka Luxury Hair does not confirm individual payments for orders. Customers are advised to ensure that all payments are made accurately to our designated company accounts. We are not liable for payments made to unauthorized entities or individuals.
   • In case of a payment discrepancy or technical error, our customer service team will reach out via the provided email address. Failure to respond to our communication within 5 business days may result in order cancellation without refund.

2. Cancellation Due to Production Delays

   • Orders cannot be canceled once payment is received and production has begun. If production or delivery is delayed beyond our typical 7-20 business day timeframe, customers may request an update. Cancellations due to delays outside our direct control will not be refunded, nor will they qualify for store credit.

Refund Policy for Customization Services

1. Glueless Customization and Special Services

   • Additional services, including glueless customization, hairline adjustments, and custom coloring, incur extra fees and are non-refundable under all circumstances. These services are custom-made to the customer’s specifications and cannot be re-stocked or resold.
   • In cases where customizations cannot be completed as requested, customers may be notified, and payment for those customizations may be converted into store credit at our discretion.

2. Refunds for Services Not Rendered

   • If a service included in the purchase price cannot be rendered due to internal limitations (e.g., out-of-stock materials or unavailable technicians), customers may receive a partial credit equivalent to the service fee. This credit is applicable only towards future purchases and cannot be transferred or converted into cash.

Timeline for Refund Process and Review

1. Review Period for Refund and Credit Requests

   • Any refund or credit request will undergo a review process of up to 10 business days. During this period, our team will investigate and verify the claims.
   • If a request is approved, the customer will receive an official communication detailing the amount of store credit issued. If denied, an explanation will be provided. No further appeals or requests will be entertained after the final decision.

2. Issuance and Validity of Store Credits

   • Store credits, if issued, will be sent via email to the customer’s registered account. These credits must be redeemed within 12 months from the date of issuance. Wanneka Luxury Hair reserves the right to void store credits that are not used within the stipulated timeframe without further notification.
   • Store credits cannot be redeemed for services that involve third-party transactions, such as international shipping, custom duties, or logistics charges.

Changes to the Refund Policy

Wanneka Luxury Hair reserves the right to modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting on our website. Customers are encouraged to review the policy periodically. Continued use of our services after changes are implemented constitutes acceptance of the updated Refund Policy.