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 will be processed within 7-15 business days after the returned item is received and verified to comply with our return policy. The refund will be issued to the original payment method.

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