Refund & Returns Policy

This policy is a template. Please review it carefully, fill in every [placeholder], and confirm it against current South African law and your own business practices before publishing.

At WIGSA, we want you to love your wig. Because wigs and hairpieces are intimate, hygiene-sensitive products, we follow strict handling standards to keep every customer safe. This policy explains when and how you can return an item, how refunds are processed, and your rights under South African law. It applies to purchases made through wigsa.co.za. All prices and refunds are in South African Rand (R / ZAR) and all timeframes are calculated in South African Standard Time (SAST).

Your Rights Under South African Law

Your rights as a consumer are protected by the Consumer Protection Act 68 of 2008 (CPA) and, for online purchases, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

7-Day Cooling-Off Right (Online Purchases)

Under section 44 of ECTA, because you buy from us online, you have the right to cancel your order without reason or penalty within 7 days of receiving your item. If you exercise this cooling-off right, we will refund the price you paid for the goods.

Please note the following important points about the cooling-off right:

• You are responsible for the cost of returning the goods to us.
• You must return the goods to us. Because wigs are hygiene products, WIGSA's own returns policy is that a change-of-mind item can only be accepted back if it is unworn, unwashed, and in its original packaging with all tags and hygiene seals attached and intact (see the Hygiene section below). This is our hygiene condition for accepting a return; it does not affect your separate rights in respect of defective or incorrect goods.
• We will refund you within 30 days of the date of cancellation, as required by section 44 of ECTA.

Please note that the cooling-off right does not require us to accept back a wig or hairpiece whose hygiene seal has been broken or that has been worn or washed, because such an item can no longer be resold for health and safety reasons. Your rights in respect of defective, damaged, or incorrect goods (below) are not affected by this.

Faulty, Defective or Incorrect Items

Separately from the cooling-off right, the CPA gives you the right to receive goods that are of good quality, in good working order, and free of defects. If an item is defective, damaged on arrival, or not what you ordered, you are entitled to a repair, replacement, or refund. The hygiene condition below does not limit your rights in respect of genuinely defective or incorrect items.

Hygiene Notice — Please Read Before Returning

Wigs, hairpieces, ponytails, and headband wigs are intimate personal-care items worn directly against the scalp and hair. For the health and safety of all our customers, we can only accept a non-defective return if the item is:

• Unworn — the wig has not been placed on the head, styled, cut, or trimmed;
• Unwashed — the wig has not been washed, wet, brushed out, or treated with any product;
• In its original packaging — including the hairnet, box or bag, and any inserts; and
• With all original tags and security seals still attached and intact.

We recommend inspecting your wig against a mirror before trying it on, and handling it gently while you decide. Once a wig has been worn or washed, it can no longer be resold for hygiene reasons and cannot be returned unless it is defective.

Items That Cannot Be Returned

• Wigs or hairpieces that have been worn, washed, styled, cut, or otherwise used.
• Items returned without their original packaging, hairnet, or tags.
• Items whose hygiene seal has been broken (except where the item is defective).
• Items returned outside the applicable return window.

Sale and markdown items: Items bought on markdown or promotion are eligible for return on the same terms as full-price items — your cooling-off right and your rights in respect of defective goods apply equally. [Merchant: confirm whether you wish to accept change-of-mind returns on clearance items, and edit this line accordingly.]

How to Start a Return

To request a return, please follow these steps:

1. Email us at [support@wigsa.co.za] within the applicable return window (7 days for a change-of-mind cooling-off return; [insert timeframe, e.g. 7 days] for a defective or incorrect item).
2. Include your order number, the name of the item, and the reason for the return. For defective or incorrect items, please attach clear photos showing the issue.
3. Wait for our team to reply with a return authorisation and the return address. Please do not send items back before you receive this confirmation.
4. Pack the item securely in its original packaging with all tags attached, and send it to the address we provide, using [insert preferred courier / return method].

We aim to respond to all return requests within [insert timeframe, e.g. 2 business days].

Return Shipping Costs

• Change-of-mind / cooling-off returns: You are responsible for the cost of returning the item to us.
• Defective, damaged, or incorrect items: We will cover the reasonable cost of return, or arrange collection, at no charge to you. [Merchant: confirm your process — refund of return postage, prepaid label, or courier collection.]

We recommend using a tracked shipping method, as we cannot be responsible for returns lost in transit before they reach us.

Inspection & Approval

Once we receive your returned item, we will inspect it to confirm it meets the conditions in this policy. We will let you know by email whether your return has been approved. If a returned item does not meet our hygiene conditions (for example, it shows signs of wear or the seal is broken) and it is not defective, we may decline the return and return the item to you, [at your cost / free of charge — merchant to confirm].

Refund Method & Timeframe

Once your return is approved:

• Refunds are issued to your original payment method (for example, the card or account used at checkout). [Merchant: confirm whether store credit / exchange is offered as an alternative.]
• We will process approved refunds within [insert timeframe, e.g. 5–10 business days] of approving your return. For cooling-off cancellations, refunds will in any event be made within the 30-day period required by section 44 of ECTA.
• Depending on your bank or payment provider, it may take a few additional business days for the refunded amount to reflect in your account.
• Refunds are made in South African Rand (ZAR) for the price paid for the goods. [Merchant: confirm whether original outbound shipping is refunded.]

Exchanges

If you would like a different style, length, or colour, the quickest way is to return the eligible item under this policy and place a new order. If you would prefer a direct exchange, contact us at [support@wigsa.co.za] and we will help where stock allows. [Merchant: confirm whether you offer direct exchanges.]

Cancelling an Order Before Dispatch

If you change your mind before your order has been dispatched, contact us as soon as possible at [support@wigsa.co.za] and we will do our best to cancel the order and issue a full refund.

Contact Us

If you have any questions about this policy, a return, or a refund, please contact us:

• Email: [support@wigsa.co.za]
• Business address: [your business address]
• Trading hours: [insert trading hours, SAST]

Nothing in this policy is intended to limit or exclude any rights you have under the Consumer Protection Act, the Electronic Communications and Transactions Act, or any other applicable South African law.

Template note: This document is a starting template only. WIGSA should review it, complete all [placeholders], and — where appropriate — obtain independent legal advice to ensure full compliance with the CPA, ECTA, and any other applicable law before publishing.