Refund policy

RETURNS AND REFUNDS POLICY

Sedna Wigs - Effective Date: August 2025


1. OVERVIEW

At Sedna Wigs, your satisfaction is our priority. We understand that purchasing a wig is a personal decision, and we want you to feel confident in your purchase. This policy outlines our return and refund procedures to ensure a smooth experience.


2. RETURN ELIGIBILITY

2.1 General Return Conditions

  • Items must be returned within 14 days of delivery.
  • Products must be in original, unworn condition.
  • All original tags and packaging must be intact.
  • Items must be free from any styling products, odours, or alterations.
  • Original receipt or proof of purchase required.


2.2 Hygiene and Safety Standards

For health and safety reasons, wigs that show any signs of wear, including:

  • Removal of hygiene strips
  • Evidence of styling or manipulation
  • Contact with makeup, oils, or styling products
  • Stretched or altered cap construction cannot be returned for a refund, but at management's discretion, they may be eligible for store credit.

 


3. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Custom or made-to-order wigs
  • Clearance or final sale items
  • Items damaged by misuse or normal wear
  • Products returned after the 14-day window
  • Items without original packaging or tags
  • Items returned solely due to minor color variations shown in standard product photography


4. EUROPEAN UNION CONSUMER RIGHTS

4.1 EU 14-Day Cooling-Off Period

Under the EU Consumer Rights Directive, customers in the European Union have the right to cancel or return their order within 14 days for any reason without justification.


4.2 EU Return Conditions

  • Items must be in the same condition as received.
  • Products must be unworn, unused, and with original tags.
  • Original packaging is required
  • Receipt or proof of purchase is necessary.
  • Return shipping costs may apply unless the item is defective.


5. RETURN PROCESS

5.1 Initiating a Return

  1. Contact us at sales@sednawigs.com within 14 days of delivery. 
  2. Include your order number and reason for return.
  3. We will provide return authorisation and instructions.
  4. Please package the item securely in its original packaging.
  5. Use the provided return label or arrange your shipping.

  6. Return Address:

    Sedna Wigs  

    Unit TCO5, 1 Rocky Lane, Aston  

    Birmingham, B6 5RQ  

    United Kingdom  

 

5.2 Return Shipping

  • UK/EU Returns: Customer is responsible for return shipping costs unless the item is defective.
  • Damaged/Defective Items: We cover all return shipping costs.

 

5.3 Return Address

Sedna Wigs  
Unit TCO5,  
1 Rocky Lane  
Aston, Birmingham  
B6 5RQ  
United Kingdom

 

6. REFUND PROCESS


6.1 Inspection and Processing

  • Returns are inspected within 2-3 business days of receipt.
  • You will be notified via email of approval or denial.
  • Approved refunds are processed within 5-10 business days.
  • Refunds are issued using the original payment method.

 

6.2 Refund Timeline

  • Credit/Debit Cards: 5-10 business days.
  • PayPal: 3-5 business days.
  • Bank Transfers: 3-7 business days.
  • Digital Wallets: 1-3 business days.

Note: Bank processing times may cause additional delays.


6.3 Partial Refunds

Partial refunds may be issued for:

  • Items with minor damage or wear.
  • Products are missing original packaging.
  • Items returned outside the 14-day window (at management discretion).


7. DAMAGED OR DEFECTIVE ITEMS


7.1 Reporting Damage

  • Contact us within 48 hours of delivery at support@sednawigs.com
  • Provide photos of damaged packaging and product.
  • Include the order number and a detailed description of the damage.
  • We will arrange immediate replacement or a full refund.


7.2 Manufacturing Defects

Manufacturing defects include:

  • Faulty lace construction or tears.
  • Defective adjustable straps or clips.
  • Colour inconsistencies in the product description.
  • Heat damage from the manufacturing process.
  • Shedding and tangling beyond normal synthetic wig levels.


 

7.3 Shipping Damage

  • We work with carriers to resolve shipping damage claims
  • Replacement will be sent immediately upon damage confirmation
  • No cost to the customer for shipping damage returns
  • Keep all packaging materials for carrier inspection if required


8. STORE CREDIT


8.1 When Store Credit is Issued

  • Items that don't meet return conditions but show minimal wear
  • Returns processed outside the 14-day window
  • Customer preference for future purchases
  • Partial returns from multi-item orders


8.2 Store Credit Terms

  • Valid for 12 months from issue date
  • Can be used for any products on our website.
  • Non-transferable and cannot be redeemed for cash.
  • Remaining balance carries over to future purchases.


9. REFUND EXCLUSIONS


9.1 Shipping Costs

  • Original shipping costs are non-refundable.
  • Return shipping costs (except for defective items).
  • Express shipping upgrades.

9.2 Third-Party Fees

  • Payment processing fees may be deducted from refunds.
  • Currency conversion fees for international payments.
  • Bank transfer fees (if applicable).


10. SPECIAL CIRCUMSTANCES


10.1 Medical Returns

For customers experiencing medical hair loss or undergoing treatment:

  • Extended 30-day return window
  • Flexible return conditions with medical documentation.
  • Priority processing for medical returns.
  • Compassionate customer service support.


10.2 Incorrect Orders

If we send the wrong item:

  • Immediate replacement at no cost.
  • Full refund if preferred.
  • Expedited shipping for replacement.
  • Return of incorrect item at our expense.


11. CONTACT INFORMATION


11.1 Returns and Customer Service

Sales & Returns: sales@sednawigs.com

Customer Support: support@sednawigs.com

Administrative: admin@sednawigs.com

Hours: Monday to Friday, 9 am to 5pm GMT


11.2 Return Inquiries

For all return-related questions:

  • Email sales@sednawigs.com with your order number.
  • Response time: Within 24 hours during business hours.
  • Include photos for damaged item claims.

 

12. POLICY UPDATES


12.1 Changes to Policy

  • We reserve the right to modify this policy at any time.
  • Changes are effective immediately upon website posting.
  • Customers will be notified of significant changes via email.
  • Previous policy terms apply to orders placed before changes.


12.2 Policy Interpretation

  • This policy is governed by UK consumer law.
  • EU consumer rights take precedence for EU customers.
  • Any disputes are resolved through the UK legal system.
  • The policy is available in multiple languages upon request.


13. CUSTOMER SATISFACTION GUARANTEE


13.1 Our Commitment

  • We stand behind the quality of our products.
  • A dedicated customer service team is available to provide returns support.
  • Continuous improvement is based on customer feedback.
  • A fair and transparent return process is in place.


13.2 Satisfaction Promise

If you're not completely satisfied with your Sedna Wig purchase, we will work with you to find a solution, whether that's a replacement or a refund.


Last Updated: 01/08/2025

Version: 1.0


If you have questions about this policy or specific return requests, please email our sales team at sales@sednawigs.com.


This policy complies with the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive 2011/83/EU.