RETURNS AND REFUNDS
RETURNS AND REFUNDS
Due to the nature of our products and for hygiene and sanitary reasons, all sales of wigs, wig units, customised items and made-to-order products are final.
CUSTOM WIG ORDERS
All custom wig orders are made specifically to the customer's requirements. Production begins once payment has been received and may include consultation time, sourcing materials, purchasing hair, closures, lace and other components required to complete the order.
By placing an order, the customer acknowledges that materials may be purchased immediately following payment.
Once materials have been ordered, sourced, or production has commenced, the order cannot be cancelled and is not eligible for a refund.
If a customer requests cancellation after materials have been purchased or production has started, The Raw Hair Store reserves the right to retain funds necessary to cover material costs, supplier charges, payment processing fees and work already carried out.
BUNDLES AND CLOSURES
Returns are only accepted on bundles or closures received damaged and reported within 24 hours of delivery.
Bundles and closures must be returned unused, unworn and in their original packaging. Returns where seals have been removed or products have been altered will be refused.
CANCELLATIONS
Standard stock items may be cancelled within 24 hours of purchase provided they have not been processed or dispatched.
Custom, bespoke or personalised orders cannot be cancelled once materials have been purchased, sourced or production has commenced.
Customers must contact us immediately if they wish to request a cancellation.
DISPUTES
We encourage customers to contact us directly regarding any concerns before opening a payment dispute. We reserve the right to provide order records, consultation records, communications, supplier invoices and proof of purchased materials when responding to disputes or chargebacks.
PRIVACY POLICY
Our Policy
Personal information will not be disclosed to any other party without consent and will only use your information for the purposes of transactions made through the website and fraud prevention.
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Cookies provide information regarding the computer used by a visitor. We may use cookies where appropriate to gather information about your computer in order to assist us in improving our website.
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We may gather information about your general internet use by using the cookie. Where used, these cookies are downloaded to your computer and stored on the computer’s hard drive. Such information will not identify you personally; it is statistical data which does not identify any personal details whatsoever.
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We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes:
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To provide information to you that you request from us relating to our products or services.
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To provide information to you relating to other products that may be of interest to you. Such additional information will only be provided where you have consented to receive such information.
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To inform you of any changes to our website, services or goods and products.
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We will not disclose your personal information to any other party other than in accordance with this Privacy Policy and in the circumstances detailed below:
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In the event that we sell any or all of our business to the buyer.
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Where we are legally required by law to disclose your personal information.
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To further fraud protection and reduce the risk of fraud.
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ADDITIONAL LEGAL NOTICE
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By placing an order with The Raw Hair Store, customers agree that any communication, including messages, emails, and consultation records, may be retained and used as evidence in the event of a payment dispute, chargeback, or fraud investigation.
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We reserve the right to submit order history, communication records, invoices, and supplier receipts to payment processors or financial institutions when responding to disputes.
OUR SHIPPING POLICY
CUSTOM ORDERS PROCESSING TIME
Custom wig units require up to 25 working days for production. This begins once payment is received and all necessary consultation or order details have been confirmed by the customer.
This timeframe includes sourcing materials, constructing the unit, and quality checking.
DISPATCH AND DELIVERY
Once the order is completed, customers will receive tracking information via email. All orders are shipped using tracked delivery services.
Delivery times are estimates provided by the courier and may vary depending on destination.
CUSTOM ORDER DELAYS
Any delays caused by late responses, consultation scheduling, or missing information from the customer will extend production time.
ORDER COMPLETION
An order is considered fulfilled once it has been completed and dispatched with tracking information provided.