Refund policy

Before you wear her:
Please inspect your ELTHIRAL wig carefully before cutting the lace or applying any product. If you may wish to return your wig, keep the lace intact and the hair completely free from product. Cutting the lace, applying product, installing, washing or altering the wig means it will no longer qualify as an unused change-of-mind return.

RETURN RULES

We want you to feel confident in your ELTHIRAL purchase. If you are considering a return, please inspect your order carefully before using or altering it.

Wigs

To qualify for a change-of-mind return, your wig must be returned in its original, unused and unaltered condition.

Please ensure that:

The lace remains completely intact and uncut.
No products have been applied to the hair or lace, including oils, serums, sprays, mousse, gel, glue, adhesive, lace tint or make-up.
The wig has not been washed or conditioned.
The wig has not been installed or worn.
No heat styling has been applied.
The hair has not been cut, coloured, bleached, chemically treated or otherwise altered.
The hairline, knots or lace have not been plucked, bleached, tinted or customised.
All original tags and attachments remain intact.
The wig is returned with its original packaging.

Please inspect and try on your wig before cutting the lace or applying any product.

Once the lace has been cut or altered, product has been applied, or the wig has been installed, styled or otherwise altered, it will no longer qualify as an unused change-of-mind return.

Haircare

For hygiene and safety reasons, haircare products must be unopened, unused and in their original sealed condition to qualify for a change-of-mind return.

Opened or used haircare products cannot ordinarily be returned due to a change of mind.

Before Returning an Item

Please contact ELTHIRAL before sending an item back. Returns must be approved and provided with the appropriate return instructions before being sent.

Returned items will be inspected upon receipt to confirm that they meet the applicable return conditions.

These return rules apply to change-of-mind returns and do not limit your rights under applicable South African consumer law where an item is defective, damaged, unsafe or incorrectly supplied.

REFUND POLICY

At ELTHIRAL, we want every purchase to be handled fairly and transparently. Refunds are processed in accordance with our Return Rules, Cancellation Rules and applicable South African consumer law.

ELIGIBILITY FOR A REFUND

A refund may be issued where:

An eligible return has been received and approved;
An item is confirmed to be defective, damaged or incorrectly supplied;
ELTHIRAL cancels an order after payment has been received;
An eligible order is cancelled in accordance with our Cancellation Rules; or
A refund is otherwise required under applicable South African consumer law.

WIG RETURNS

For a change-of-mind return to qualify for a refund, the wig must meet our Return Rules and remain in its original, unused and unaltered condition.

This means, among other requirements:

The lace must remain completely intact and uncut;
No product may have been applied to the hair or lace;
The wig must not have been installed, worn, washed or conditioned;
The wig must not have been heat styled;
The hair or lace must not have been cut, coloured, bleached, plucked, tinted or otherwise altered; and
Original tags and attachments must remain intact.

Please inspect your wig carefully before cutting the lace or applying any product.

A wig that has been altered or used will not ordinarily qualify as an unused change-of-mind return.

This does not affect your statutory rights if the wig is defective, damaged or incorrectly supplied.

HAIRCARE PRODUCTS

For hygiene and safety reasons, haircare products must ordinarily remain unopened, unused and in their original sealed condition to qualify for a change-of-mind refund.

Opened or used haircare products will not ordinarily qualify for a change-of-mind refund.

This does not affect your rights where a product is defective, damaged, unsafe or incorrectly supplied.

INSPECTION OF RETURNS

All returned products will be inspected once received by ELTHIRAL.

We will check the condition of the product and whether it meets the applicable return requirements.

If your return is approved, we will notify you and begin processing your refund.

If a returned item does not meet the applicable change-of-mind return requirements, we will contact you regarding the outcome.

DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

If you receive an item that you believe is defective, damaged or different from what you ordered, please contact ELTHIRAL as soon as reasonably possible.

Please provide:

Your order number;
A description of the issue; and
Clear photographs or video where appropriate.

The matter will be assessed and handled in accordance with applicable South African consumer law.

Where the Consumer Protection Act provides you with a right to choose between a repair, replacement or refund, ELTHIRAL will honour that right.

REFUND METHOD

Approved refunds will ordinarily be made to the original payment method used for the purchase.

Once ELTHIRAL has processed a refund, the time taken for the funds to appear in your account may depend on your bank or payment provider.

Where another refund method is necessary, this will be communicated to you.

SHIPPING COSTS

Where an item is returned solely because of a change of mind, return courier costs may be the customer's responsibility where permitted by law.

Where ELTHIRAL supplied an incorrect or qualifying defective product, reasonable return delivery costs will be handled in accordance with applicable South African consumer law.

For wigs originally delivered with complimentary standard shipping, complimentary delivery does not automatically create a cash shipping amount to be refunded.

CANCELLED ORDERS

Where an eligible order is successfully cancelled before dispatch, any refund due will be processed to the original payment method.

If an order has already been dispatched, please refer to our Return Rules and Cancellation Rules.

PROCESSING TIME

Once an approved return has been received and inspected, ELTHIRAL will process the applicable refund as soon as reasonably possible and within any period required by law.

Please note that your bank or payment provider may require additional time before the refund reflects in your account.

SALE & PROMOTIONAL PURCHASES

Purchasing an item at a discounted or promotional price does not remove any statutory rights you may have in relation to defective, damaged, unsafe or incorrectly supplied goods.

Any change-of-mind refund for promotional purchases remains subject to the applicable promotion terms and our Return Rules.