Refund policy

RETURN & REFUND POLICY

Last Updated: March 2026

HYGIENE SEALED PRODUCTS - IMPORTANT INFORMATION

All our wigs and hair extensions are classified as hygiene products according to health and safety regulations. Due to their intimate contact with the scalp and hair, these products cannot be returned or exchanged once the hygiene seal has been broken.

Why This Policy Exists

  • Wigs and hair extensions come into direct contact with the scalp
  • Once opened or tried on, the hair pieces may be exposed to human or environmental pathogens, posing a risk of transmission from one client to another
  • This protects the health and safety of all our customers
  • This policy is permitted under Swiss consumer protection law and EU Consumer Rights Directive (Article 16(e) - hygiene exception)

UNDERSTANDING OUR PACKAGING SYSTEM

We use a two-layer hygiene sealing system to protect your rights:

Layer 1: Outer Shipping Box
✓ You MAY open this to verify your order
✓ Opening the outer box does NOT void your return rights
✓ Use this to check product information and ensure correct delivery

Layer 2: Inner Hygiene Bag and Seal
⚠️ DO NOT BREAK THIS BAG OR SEAL if you wish to return the product
⚠️ This seal is clearly marked
⚠️ Once broken, the product cannot be returned for hygiene reasons

IMPORTANT: The hygiene seal is attached directly to the transparent bag containing the product.

YOUR RETURN RIGHTS

Please note the following timeframes apply:

  • 14 days from receipt → for returning a product with an intact hygiene seal (change of mind)
  • 3 days from receipt → for reporting defects, wrong items, or shipping damage

For EU Customers

According to EU Consumer Rights Directive 2011/83/EU:

  • 14-day withdrawal right for products with INTACT hygiene seals and bags
  • You may open the outer packaging (the box) to inspect the sealed product
  • You may verify product specifications through the sealed packaging
  • Once you break the inner hygiene bag or seal, no returns are possible (hygiene exception per Article 16(e))
  • This applies to all distance sales (online, phone orders)

For Swiss Customers

According to Swiss consumer protection law:

  • 14-day withdrawal period for products with INTACT hygiene seals and bags
  • You may open the outer packaging (the box) to inspect the sealed product
  • Once you break the inner hygiene bag or seal, no returns are possible (hygiene regulations)

EXCEPTIONS - WHEN RETURNS CAN BE ACCEPTED

Even with a broken hygiene seal, we can accept returns in the following cases:

1. Wrong Product Delivered

If we sent you an incorrect item:

  • Wrong length or color (slight color variations from photos are normal and are not considered defects)
  • Wrong wig or extensions type (synthetic instead of human hair, or vice versa)
  • Wrong cap size or lace size (other than stated in the product description)
  • Wrong product entirely

 

Note: If accessories are missing from your order, please contact us within 3 days of receipt. If the outer packaging shows signs of shipping damage, please also follow the Shipping Damage procedure and photograph the packaging before opening.

2. Defective Product

If your wig or extensions have a manufacturing defect:

  • Excessive shedding beyond normal limits
  • Bald spots or missing hair sections
  • Broken or defective cap construction
  • Damaged lace that affects wearability
  • Defective clips or tape on extensions
  • Improper construction (tracks coming loose, cap tears)

What is NOT considered a defect:

  • Minor shedding (normal for all wigs and extensions)
  • Natural variations in human hair color, texture, or density
  • Slight color differences for all products due to lighting or monitor settings
  • Style preference or fit issues
  • Damage from improper care, heat damage, or styling
  • One-of-a-kind color variations (for hand-dyed pieces)

3. Damaged During Shipping

If the product arrived damaged:

  • Visible damage to the sealed product packaging
  • Product damaged due to shipping mishandling
  • Missing items from your order

PERSONALIZED & CUSTOM WIGS

Custom-made or personalized wigs cannot be returned or exchanged as they are created specifically to your specifications.

This includes:

  • Custom color requests
  • Custom length or texture
  • Non-standard or not on stock cap sizes
  • Custom lace specifications
  • Any wig modified from standard inventory upon your request
  • Wigs in cap sizes not regularly stocked (made to order)
  • Any wigs or extensions that offer customization options, like length, color, texture, size, density
  • Wigs or extensions that are no longer in stock and have to be sourced at your request

HOWEVER: Even for personalized products, you have the right to inspect for defects.

If your custom wig:

  • Has a manufacturing defect
  • Does not match the specifications you ordered (slight variations are not considered defects)
  • Arrived damaged

We will work with you to resolve the issue. Contact us immediately with documentation (see procedure below).

RETURN PROCEDURE - MANDATORY STEPS

⚠️ CRITICAL: You MUST contact us BEFORE returning any product. Unauthorized returns will be rejected and not refunded.

STEP 1: Contact Us Immediately (Required)

Timeframe:

  • Within 14 days of receipt for sealed product returns (change of mind)
  • Within 3 days of receipt for defects, wrong items, or shipping damage

Contact Method:

You MUST provide:

  1. Your order information:
  • Full name
  • Order number
  • Date of receipt
  1. Issue description:
  • Detailed explanation of the problem
  • Which exception applies (wrong product / defect / shipping damage / return of sealed product)
  1. Photo documentation (MANDATORY):

For 14-day return of Sealed Product:

  • Photo of the sealed outer packaging

For Wrong Product Claims:

  • Photo of the sealed outer packaging (if still sealed)
  • Photo of product if not still sealed
  • Photo of your order confirmation
  • Comparison showing what you ordered vs. what you received

For Defect Claims:

  • Multiple clear photos of the defect from different angles
  • Close-up photos showing the issue clearly
  • Photos in good natural lighting
  • Photos of the full product
  • Photos of labels and tags still attached
  • Video documentation if the defect is not visible in photos (e.g., excessive shedding)

For Shipping Damage Claims:

  • Photos of damaged outer packaging
  • Photos of damaged product
  • Photos showing how damage occurred during shipping

Photo Requirements:

  • High resolution (clear, not blurry)
  • Well-lit (preferably natural light)
  • Multiple angles
  • Show the full product and close-ups
  • Include any relevant labels, tags, or packaging

STEP 2: Wait for Our Review & Authorization

We will review your case within 2-3 business days (Monday-Friday).

During our review:

  • We may ask for additional photos or information
  • We will assess whether your claim qualifies under our exceptions
  • We will verify the condition of the product based on your documentation

DO NOT send anything back until you receive return authorization.

If Approved, we will provide:

  • Return Authorization Number (RMA number)
  • Return shipping address
  • Specific return instructions
  • Return shipping label (ONLY if the error was ours)
  • Instructions for packaging

If Not Approved:

  • We will explain why your claim does not qualify
  • We may offer alternative solutions if appropriate
  • You may keep the product or request return at your expense

STEP 3: Pack and Ship the Product (If Authorized)

Only proceed if you received authorization from Step 2.

Packaging Requirements:

  • Product must be in original condition (unless defect prevents this)
  • All tags, labels, care instructions, and accessories MUST be included
  • Use original packaging if available
  • Pack securely with adequate protection to prevent damage
  • DO NOT write on or damage the product packaging
  • Include printed copy of your RMA authorization
  • Write your RMA number clearly:

    On the outside of the package
    On the return authorization document inside

Shipping Requirements:

  • Ship within 14 days of receiving authorization
  • Use a tracked shipping method (with tracking number)
  • Keep your tracking number and shipping receipt
  • Share with us the tracking number
  • Insure the package for its value (recommended)
  • You are responsible for safe arrival of the return shipment

IMPORTANT:

  • Product must arrive back to us in the same condition as sent
  • Damage during return shipping is your responsibility
  • Lost return shipments are your responsibility
  • We recommend insurance for high-value items

STEP 4: Inspection & Resolution

Once we receive your return:

  • We inspect within 3-5 business days of receipt
  • We verify:

    Product matches what was authorized for return
    Condition is as documented in your photos
    All items, tags, and accessories are included
    Return qualifies under stated exception

  • We will contact you with inspection results

RESOLUTION OPTIONS (If Return is Approved)

Option 1: Full Refund

Refund Details:

  • Refund to your original payment method
  • Processed within 10-14 business days after approval
  • You will receive confirmation email when processed

Refund Includes:

  • Full product price

Refund Does NOT Include:

  • Original shipping costs (unless error was ours)
  • Return shipping costs (unless error was ours)
  • Any customization fees paid for personalized wigs
  • Customs charges paid by the customer to their local customs office are non-refundable. Please contact your local customs office directly to initiate a refund of any customs charges paid.

Option 2: Exchange/Replacement

Exchange Details:

  • We send you a replacement product
  • Same product or different product of equal value (your choice, subject to availability)
  • Replacement shipped within 5-7 business days after we receive your return
  • Free shipping on replacement (if error was ours)

Please note: Customs charges paid by the customer to their local customs office are not refundable by us in any case, including exchanges. Please contact your local customs office directly to initiate a refund of customs charges.

For Personalized Products with Issues:

Depending on the specific problem:

  • Repair: We repair the manufacturing defect (if possible and appropriate)
  • Full Refund: In cases of significant manufacturing error or major deviation from specifications

RETURN SHIPPING COSTS

Who Pays for Return Shipping:

  • Our error (wrong item, defect, damage): We pay — prepaid label provided
  • Your preference/change of mind after unsealing the product: Not applicable — unsealed hygiene products cannot be returned
  • Approved return with intact seal: Customer pays return shipping
  • International returns (our error): We refund actual costs up to original shipping amount (with proof)

Please note: Customs charges paid by the customer to their local customs office are not refundable by us under any circumstances, including cases where the return was caused by our error. Please contact your local customs office directly to initiate a refund of customs charges.

AFTER INSPECTION — RETURNS WILL BE DENIED IN THESE SITUATIONS

Your return will be rejected if:
❌ Hygiene seal was broken without prior authorization and no qualifying exception exists
❌ Product has been worn, styled, cut, colored, or altered by customer
❌ Product shows signs of use at inspection
❌ Tags, labels, or original packaging have been removed or damaged
❌ No return authorization (RMA) was obtained before shipping
❌ Product returned after 14-day authorization expiration
❌ Photos/documentation do not support the claimed issue
❌ Change of mind or preference on personalized products
❌ Damage caused by customer (heat damage, chemical damage, improper care)
❌ Product does not match what was authorized for return
❌ All required items/accessories not included in return

If a return is denied:

  • We will contact you with detailed explanation and photos
  • You may choose to have the item returned to you (you pay return shipping)
  • Or we can dispose of the item as you prefer
  • No refund will be issued

IMPORTANT TIMELINES

Inspect sealed package & report concerns within 14 days of delivery

Contact us about wrong item/defect/shipping damage within 3 days of delivery

Receive return authorization from us in 2-3 business days

Ship product back to us within 14 days of authorization

We inspect returned product in 3-5 business days after receipt

Refund processed in 10-14 business days after approval

Replacement shipped sent within 5-7 business days after approval

All timeframes are in business days (Monday-Friday, excluding public holidays).

PREVENTING RETURNS - ORDER WITH CONFIDENCE

We want you to be completely satisfied! Here's how to ensure you order correctly:

Before Purchasing:

For Wigs:
✓ Measure your head using our size guide
✓ Review all product specifications (length, color, cap size, lace size)
✓ Check our hair care requirements
✓ Read customer reviews and view customer photos
✓ Contact us with any questions - we're here to help!
✓ Understand the difference between human hair and synthetic
✓ Check heat resistance temperatures for synthetic wigs

For Extensions:
✓ Match your hair texture (straight, wavy, curly)
✓ Measure desired length correctly
✓ Choose correct attachment type (clip-in or tape-in)
✓ Order sufficient weight/pieces for desired fullness
✓ Check if color matching service is available

General:
✓ View all product images (taken in natural light without filters)
✓ Read complete product descriptions
✓ Review our care guides

Upon Delivery:
✓ Inspect the sealed outer package immediately for shipping damage
✓ Verify product label matches your order BEFORE opening hygiene seal
✓ Contact us immediately if anything looks wrong
✓ Read all included information before opening hygiene seal
✓ Review care instructions

INSPECTION PERIOD DETAILS

EU Customers (14-Day Period):

What you CAN do:

  • Open the outer shipping box
  • Verify product specifications through sealed packaging
  • Check product label and information
  • Contact us with questions
  • Decide if you want to keep the product

What you CANNOT do without voiding return right:

  • Break the hygiene seal
  • Remove product from sealed packaging
  • Try on or wear the wig or extensions
  • Style or cut the hair

If you decide to return (with seal intact):

  • Contact us within 14 days of receipt
  • Follow return procedure above
  • You pay return shipping costs
  • Product must arrive back with seal intact

Swiss Customers (14-Day Period):

What you CAN do:

  • Open the outer shipping box
  • Verify product specifications through sealed packaging
  • Check product label and information
  • Contact us with questions
  • Decide if you want to keep the product

What you CANNOT do without voiding return right:

  • Break the hygiene seal
  • Remove product from sealed packaging
  • Try on or wear the wig or extensions
  • Style or cut the hair

If you decide to return (with seal intact):

  • Contact us within 14 days of receipt
  • Follow return procedure above
  • You pay return shipping costs
  • Product must arrive back with seal intact

CONTACT INFORMATION

Before opening the hygiene seal, if you have ANY concerns, please contact us:

📧 Email: info@platinumblackwigs.com
🌐 Website: Contact – PlatinumBlack Wigs
⏰ Response Time: We respond to all inquiries within 24-48 hours (business days)
🕐 Business Hours: Monday – Friday, 10:00 – 18:00 CET

ADDITIONAL TERMS

Refund Processing:

  • Refunds are issued to the original payment method
  • Processing time depends on your bank/payment provider (typically 5-10 business days after we process)
  • Contact your bank if you don't see the refund within stated timeframe

Multiple Items in One Order:

  • Each item must meet return requirements individually
  • Different items may have different return statuses

Sale or Discounted Items:

  • Same return policy applies
  • No additional restrictions on sale items
  • Refund amount is the price you paid (sale price)

Damaged Packaging During Shipping:

  • If outer packaging shows damage, photograph before opening
  • Contact shipping carrier to file damage claim
  • Contact us immediately for assistance
  • We will work with you to resolve shipping damage issues

Lost Shipments:

  • If your order doesn't arrive, contact us immediately
  • We will investigate with the shipping carrier
  • Replacement or refund will be provided for lost shipments before it reaches destination.
  • Stolen or lost packages after delivery was confirmed by carrier are not our responsibility and will not be refunded or replaced
  • Returns lost during return shipping are customer's responsibility

LEGAL COMPLIANCE STATEMENT

This return policy complies with:

  • Swiss Consumer Protection Law (Code of Obligations)
  • EU Consumer Rights Directive 2011/83/EU (for EU customers)
  • Hygiene exception per EU Consumer Rights Directive Article 16(e)
  • Distance selling regulations
  • E-commerce regulations

Governing Law:

  • For Swiss customers: Swiss law applies
  • For EU customers: EU consumer protection law applies
  • In case of conflict, mandatory consumer protection laws take precedence

Dispute Resolution:

  • We strive to resolve all issues amicably

CUSTOMER SATISFACTION COMMITMENT

While we maintain strict hygiene policies for everyone's safety and legal compliance, we are committed to ensuring you receive a quality product that matches your order.

If there is a legitimate issue with your purchase, we will work with you to make it right.

Our goal is your satisfaction. We stand behind the quality of our products and the accuracy of our descriptions. If you experience any problems:

✓ Contact us immediately
✓ Provide clear documentation
✓ Work with us cooperatively
✓ We will find a fair solution

We value your business and want you to love your wig or extensions!

POLICY UPDATES

We reserve the right to update this return policy as needed to comply with changing laws or improve our service.

  • Current version: March 2026
  • Check this page for the most current policy
  • Material changes will be communicated to customers
  • Policy in effect at time of purchase applies to that order

FEEDBACK

Your feedback helps us improve! If you have suggestions about our return policy or any aspect of our service, please contact us. We appreciate your input.

Last Updated: March 2026

By making a purchase, you acknowledge that you have read, understood, and agree to this return policy.