Refund & Policy

Effective Date: [2025-01-01]

1. 7-Day Return Window

You have 7 calendar days from the delivery date to initiate a return request. All returns must be physically received at our warehouse within 14 days of authorization.

2. Eligibility Requirements

✅ Accepted Cases:

Manufacturing defects (frayed lace, discoloration)
Incorrect items shipped (wrong color/size/style)
Unopened/unused items with original security tags

❌ Non-Returnable Items:

Custom wigs (specified cap size >62cm)
Altered products (cut lace/styled fibers)
Final sale items marked "Clearance" or "Lucky Bag"

3. EU Special Provisions
Pursuant to Directive 2011/83/EU Article 9(2):

EU customers have 14 calendar days to withdraw from contract
Return shipping costs will be reimbursed for defective items
Refunds issued within 14 days of return receipt

4. Return Process

① Email request to service@vivicosplaywig.com with:

Order # | SKU | 3+ photos of issue
② Receive prepaid shipping label & customs documents
③ Ship via tracked service (DHL/FedEx preferred)
④ Refund processed within 3 business days of inspection

5. Restocking Fees

Unauthorized returns: 20% fee + return shipping deducted
EU withdrawal returns: No fee if compliant with Article 17(2)

6. Damaged Goods Protocol

Immediately photograph:

External packaging damage
Product defect close-ups
Shipping label details
Email evidence within 48hrs of delivery