Returns & Exchanges
At ELTHIRAL, we want you to feel confident in your purchase.
Due to the personal nature of wigs and haircare products, returns and exchanges are subject to strict conditions to protect the hygiene, quality and integrity of every product.
Please review the policy below before returning any item.
Wigs
Wigs may only be considered for return or exchange if they are:
- Unworn
- Unwashed
- Unstyled
- Free from any product
- Free from odours
- Free from makeup, adhesive or residue
- In their original condition
- Returned with the lace completely uncut
- Returned in their original packaging
The lace must not be trimmed, cut or altered in any way.
Products such as mousse, holding spray, oils, serums, heat protectant, glue or styling products must not have been applied to the wig if you intend to request a return or exchange.
Once a wig has been altered, worn, installed, washed, styled, cut, coloured or treated with product, it can no longer be accepted for return or exchange unless the item is found to be defective in terms of applicable consumer law.
Haircare Products
For hygiene and safety reasons, opened or used haircare products cannot be returned or exchanged simply because of a change of mind.
Unopened haircare products may be considered for return if they are:
- Unused
- Unopened
- In their original packaging
- In a resalable condition
This does not affect your rights where a product is defective, damaged or otherwise does not comply with applicable consumer protection law.
Return Request Period
If you would like to request a return or exchange, please contact ELTHIRAL within 5 days of receiving your order
Submitting a request does not automatically guarantee that the return or exchange will be approved.
The item must first meet the eligibility requirements outlined in this policy.
How to Request a Return or Exchange
Please contact us with:
- Your full name
- Order number
- The item you would like to return or exchange
- The reason for your request
- Clear photographs of the item where relevant
Do not send an item back before receiving return instructions from ELTHIRAL.
Unauthorised returns may not be accepted.
Inspection of Returned Items
All returned items will be inspected before a return or exchange is approved.
If the wig shows evidence of wear, installation, styling, product application, cut lace, washing, colouring or any other alteration, the return may be declined.
If a return is declined following inspection, arrangements may be made for the item to be sent back to the customer. Any additional delivery costs may be for the customer's account.
Exchanges
Approved exchanges are subject to stock availability.
If the requested replacement is not available, we may offer an alternative product or refund where appropriate.
If the replacement product is more expensive than the original item, the customer will be required to pay the difference.
If it is less expensive, any applicable balance will be handled in accordance with our refund process.
Incorrect Damaged Orders
If you receive the wrong item or your order arrives damaged, please contact us as soon as possible after delivery and include clear photographs.
Where an item is confirmed to have been supplied incorrectly or is defective, ELTHIRAL will arrange the appropriate remedy in accordance with applicable consumer law.
Please do not use, install or alter an item you believe may be defective before contacting us, unless necessary to reasonably identify the defect.
Return Delivery Costs
Where a return is requested due to a change of mind or an exchange that is not caused by an error or defect on our part, return delivery costs are generally the responsibility of the customer.
Where ELTHIRAL supplied the incorrect product or the item is confirmed to be defective, reasonable return delivery costs will be handled by ELTHIRAL where required.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed using the original payment method where reasonably possible.
Please allow additional time for your bank or payment provider to reflect the refund after it has been processed.
Original delivery fees may not be refundable where the return is due to a change of mind, subject to applicable law.
Sale and Promotional Items
Sale or promotional items remain subject to your statutory consumer rights.
However, change-of-mind returns or exchanges on discounted items may be limited and will be assessed according to the conditions stated at the time of purchase.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has already been processed, packed or dispatched, cancellation may no longer be possible and the return process may apply instead.
Pre-order, custom or specially sourced items may be subject to additional cancellation conditions communicated at the time of purchase.
Please Note
For wigs, we strongly recommend checking the length, closure type and product details carefully before removing the unit from its packaging or making any alterations.
Once the lace has been cut or product has been applied, the unit is considered altered and generally cannot be resold.
Our returns policy does not limit any rights you may have under South African consumer protection legislation.
True to Self