Terms & Conditions
TERMS & CONDITIONS
Please read these terms carefully before placing your order. By making a purchase, you agree to all the terms and conditions outlined below.
DELIVERY
We will only deliver to the address provided at the time of purchase.
You are responsible for ensuring the correct delivery address is entered. We do not issue refunds for orders delivered to an incorrect address provided by the customer.
While we strive to ensure timely delivery, we rely on third-party couriers and occasional delays may occur. In such cases, please track your parcel and contact the courier directly to arrange redelivery if necessary.
PRODUCT
Before purchasing a wig, you agree that you have read the product description and measured your head circumference correctly. Please refer to our Cap Size Guide.
Density Explained: For most of our wigs, the densities are measured in grams.
· 200g = Up to 2 bundles used
· 300g = Up to 3 bundles used
· If placed on a scale, the wig will weigh approximately the stated density (200g, 300g, etc.) as described on the product page.
PAYMENT METHODS & FRAUD PROTECTION
We accept the following payment methods:
· Credit/Debit Cards
· Klarna / Clearpay/ Afterpay
Fraudulent transactions will not be tolerated.
· Your billing and shipping address must match. Orders with mismatched addresses may be canceled or require additional verification.
· If flagged as medium to high risk, we may request a copy of your Driver’s License/ID for identity verification. Failure to provide this may result in order cancellation.
REFUND & EXCHANGE POLICY
At The Hair Site, we are committed to delivering good quality wigs and an excellent shopping experience. Our return/exchange policy depends on the item purchased:
Hair Bundles, Closures & Frontals – Return & Exchange Accepted
Returns or exchanges are accepted within 7 days of receipt provided they are not clearance sale items and remain unused and in original packaging.
To qualify for a return/exchange:
✔ The item must be unused.
✔ The lace must not be cut.
✔ Tags must remain intact and attached.
To initiate a return, please complete our Returns Form. Return shipping costs are the customer’s responsibility.
Once received, refunds will be processed within 10 working days. Additional time may be required for funds to reflect in your account.
Uncustomized Wigs – Return & Exchange Accepted
This means that the knots of these wigs have not been bleached.
Any wig sold uncustomized - without bleached knots - can be returned or exchanged assuming the lace has not been cut.
Note:
If you select the bleach knots option, the wig becomes customized and can only be exchanged.
If you select the cut lace option, the wig becomes a final sale and cannot be returned or exchanged.
To qualify for a return/exchange:
✔ The lace must not be cut.
✔ The wig must be unworn.
✔ No alterations must be made.
✔ Tags and packaging must remain intact.
Returns/exchanges must be requested within 7 days of receipt via our Returns Form. Return shipping costs are the customer’s responsibility.
Once received and inspected, refunds will be processed within 10 working days. Additional time may be required for the funds to reflect in your account.
Customized Wigs – Exchanges only (No Refunds)
The Knots of these wigs have been bleached, Because they are customized, they are non-refundable but can be exchanged. These wigs are labelled as "Customized" in the Product description.
To qualify for an exchange:
✔ The lace must not be cut.
✔ The wig must be unworn.
✔ No alterations must be made.
✔ Tags and packaging must remain intact.
If you select the cut lace option, the wig becomes final sale and cannot be returned or exchanged.
For Eligble Exchanges, please email us at info@thehairsite.shop within 3 days of receipt. Return shipping costs are the customer's responsibility.
To process an exchange, please place a new order for your replacement wig within 3 days of your return being approved.
Once your replacement order is confirmed and the original wig is received and approved, we’ll issue a full refund for your initial order.
If no replacement order is placed, the original wig will be returned to you.
Made-to-Order Wigs - Final Sale
These are made based on your specific selections (length, parting, cap size, etc.). Due to the personalised nature of these wigs, we do not accept returns or exchanges, once an order is placed.
Exceptions:
· If a sewing defect occurs, we will amend or exchange the wig, subject to review.
· If the wrong cap size is selected, a rewigging fee applies. Please refer to our cap size guide before ordering,
To qualify for an amendment, the wig must be in its original condition:
✔ The lace must not be cut.
✔ The wig must be unworn.
✔ No alterations must be made.
✔ Tags and packaging must remain intact.
Clearance Sale Items – Final Sale
All clearance sale items are final sale and cannot be returned, exchanged, or refunded.
CHARGEBACK POLICY
By purchasing from The Hair Site, you agree not to issue or threaten to issue chargebacks against our accepted payment methods (Stripe, Klarna, Laybuy, Clearpay, Shopify Payments) for any reason.
Fraudulent chargebacks will be reported to law enforcement and credit bureaus as a delinquent account.
CONTACT US
If you have any questions or need assistance, please reach out to us at:
📧 info@thehairsite.shop
Thank you for shopping with us! We appreciate your business.