Return and Exchange Policy
RETURN AND EXCHANGE POLICY Our mission at MGH is to provide you with Machine Wefts, Full Lace Wigs and Lace Front Wigs that are made from a high standard of Quality Craftsmanship and only the best Premium 100% Indian Remy Human Hair available. Quality and customer satisfaction is very important to us. We inspect all wigs prior to shipping to ensure that they meet your specification and our high quality assurance standards.We realize that purchasing a full lace wig is an investment and may be difficult for some customers. We want to make sure that your shopping experience at MGH is a pleasant one that you will be very happy with. Although we do not offer refunds, we do offer our customers 72 hours (3 business days), to exchange your wig or wefts as long as the terms are met below and the wig or weft is still in its brand new condition. Due to sanitary reasons, we do not accept returns or give exchanges for wigs that have been worn, styled, cut of lace or hair, products applied such as glue or hair products, etc. If for whatever reason you are not satisfied with your unit, you can send it back for an exchange of an In-Stock unit or a Custom unit that is made to fit your specifications. *Restocking fee may apply, see below.
Hair products such as glue, tape, etc are not returnable.
The following Policy does not apply to Clearance or Discontinued Items which are not returnable or exchangeable.
Quality Assurance Inspection:All wig orders go through a comprehensive Quality Assurance Inspection to ensure that all units meet our high standards of quality and that your wig order is accurate. A member of our Inspection Team signs off on all inspections prior to shipping your order.
Terms of Condition for Qualifying for Exchange or Store Credit:
If you get your wig and you wish to return it, please notify us immediately within 72 hours upon receiving your unit by Opening a Support Ticket - Click Here. This is required in order to properly process your request. No Exceptions. If you meet the terms below, you will be issued a RMA Number (Return Merchandise Authorization) via the Support Ticket.DO NOT ALTER the wig in any way - read below. If you meet the below terms, we will offer you an exchange or store credit. Store credits do not expire and can be used toward another wig purchase.
If you receive your wig and you decide that you do not like the color, style, length, or texture that you ordered, or that you measured your head incorrectly and your unit is either too big or too small, etc., as long as you meet and follow the terms and conditions in this policy, you can contact us regarding an exchange or in-store credit. We do not issue refunds. The 20% Re-Stocking fee may apply as outlined below.
Restocking Fee:
In Stock Wigs – There is no restocking fee
We CAN NOT accept returns on items that are not in their original condition and that have been altered in any way. All packaging, including wig caps, wig bag, wig label or tag, etc. must be returned with the unit. NO EXCEPTIONS. We reserve the right to refuse an exchange if the terms in our return policy are not met.
We do not accept Returns on wigs that have been altered NO EXCEPTIONS. This includes but is not limited to doing any of the following:
- DO NOT Cut the Lace
- DO NOT Tear or Rip the Lace
- DO NOT Put Glue on the Unit
- DO NOT Put products on the Unit
- DO NOT Put any chemicals on the Unit
- DO NOT dye the Unit
- DO NOT attempt to correct the problem yourself prior to calling us
- DO NOT Style or Cut the Hair of the Unit
- DO NOT Perm the Unit
- DO NOT WASH OR CONDITION the Unit
- DO NOT WEAR the Unit
- DO NOT destroy or lose original packaging including wig caps and wig bag
- Units that are damaged by customer will not be accepted under our return policy.
We DO NOT issue refunds. If you meet the terms of condition, you will receive an exchange or in-store credit.
Please note: Please be careful when applying and removing your unit and always follow the care instructions that are included with your unit. We REQUIRE that you read these instructions first in its entirety prior to doing anything to your unit. We will not be responsible for units that are ripped, torn, or damaged by the customer after receipt. Units that are ripped or torn by the customer after receipt are not covered under this return policy. However, you may send your unit in for repair. Review our Repair Services - Click Here.
Open a Support Ticket:
To request a Return or Exchange - Please Click Here to Open a Support Ticket.
Restocking Fee:
Units must be in their brand new condition as stated above and returned within 72 hours (3 business days) of receipt. Read above for terms.Custom Units:
If you are returning a custom unit, this unit was specifically made to fit your head size and customizations and may be difficult to resale. Therefore, it is necessary to charge a 20% Re-stocking Fee for all custom units that are being returned. (Example: Wig cost $400 - Restocking fee would be $80). We CAN NOT waive the 20% Re-Stocking fee under any circumstance. No refunds will be issued.
In-Stock Units:
If you are returning an In-Stock unit, you will not be charged a restocking fee. You may return the unit for an exchange of another In-Stock unit or a Custom unit as long as you meet all the terms above. No refunds will be issued.
Getting Help with Your Order:
If you are not clear on something or need help with ordering, please ask questions first prior to ordering. You can call customer service at 412-287-0122 Monday thru Friday from 10 a.m. - 7 p.m. and Saturday thru Sunday from 10 a.m. - 2 p.m. Eastern Time and speak to a Wig Specialist. Or you may post a question for a Wig Specialist by Opening a Support Ticket - Click Here.
Assistance in Choosing Styles and Colors:
If you request our assistance in selecting a style or color, please understand that we can only make suggestions and cannot guarantee that these suggestions will work for you. We cannot waive the re-stocking fee on exchanges, so please make sure that what you order is what you want.
If you request assistance from our customer service reps or specialist in selecting a style, hair color, length, hair texture, etc., you must understand that they are only able to make suggestions and are not able to guarantee that those suggestions will be best suited for you. So please be sure to re-evaluate your choices and to make sure that the selections that you ultimately choice will work best for you. To be sure about your colors, you can also order a hair color ring to see the actual hair colors, you can purchase a color ring by clicking here.
We can not waive the Re-stocking fee on exchanges or returns. So please make sure that you choose the specifications that best fit your own style and taste including but not limited to the hair color, hair texture, hair length etc. prior to finalizing your order.
Arranging for a Return or Exchange:
As stated above, all wigs or products must be returned in their original condition - no exceptions. (Read Terms and Conditions Above)
YOU MUST OPEN A SUPPORT TICKET:
If you get your wig and there is a problem, please notify us immediately within 72 hours upon receiving your unit by Opening a Support Ticket - Click Here. This is required in order to properly process your request. No Exceptions. If you meet the terms below, you will be issued a RMA Number (Return Merchandise Authorization) via the Support Ticket.
The customer is responsible for the return shipping cost of the product or wig and the re-shipping of any exchange or repaired wig. We advise you return the unit with Signature Delivery Confirmation and Insurance, as we will not be responsible for lost packages.
You must include $12.95 with your wig for re-shipping of the exchange or repair unit.
Upon receipt of any wig, our stylist will determine if it should be repaired or replaced based on the terms and conditions outlined in this return policy.
Making Changes to Your Order:
The stylist begin your order within 24-72 hours of receipt of your payment. Therefore, any changes to your order MUST BE received no later then 72 hours from the time you place your order. Any changes submitted thereafter, will be subject to a $75 change fee to cover the cost of wasted materials.
Cancellation Policy for Existing Custom Orders:
Once you place an order with us, our stylist begin working on your unit. If you wish to cancel your order, it must be done within 5 business days. Since all units, except in-stock wigs, are custom made, it may be difficult to find another customer to accept your specific customizations. Therefore, all orders that are not canceled within 5 days will be charged a 20% Restocking fee. You must send in a separate money order for the 20% restocking fee. Once we receive the restocking fee, you will receive your refund for the full amount that you paid for the unit. This Restocking fee will not be waived under any circumstances.
