Terms of service

TERMS AND CONDITIONS

Last Updated: March 2026
1. GENERAL INFORMATION
1.1 About Us

These Terms and Conditions govern the sale of products through our website.

Business Details: PlatinumBlack Wigs by Ilies, sole proprietorship, Freilagerstrasse5, 8047 Zurich, Switzerland

Contact:

Email: info@platinumblackwigs.com 

Website: www.platinumblackwigs.com

1.2 Scope of Terms

These Terms and Conditions apply to all orders placed through our website. By placing an order, you agree to be bound by these terms.

2. PRODUCTS AND SERVICES
2.1 Our Products

We sell:

  • Human hair wigs (including one-of-a-kind pieces)
  • Synthetic hair wigs
  • Human hair extensions (clip-in and tape-in)
  • Related hair care accessories
2.2 Product Descriptions

All product descriptions, images, and specifications on our website are provided to the best of our ability. Please note:

  • Product images are photographed in natural light without filters to show authentic colors
  • Colors may vary slightly from screen to screen due to monitor settings
  • Human hair products may have variations in color, texture, and density
  • One-of-a-kind pieces are unique and variations are part of their character
  • Heat-resistant specifications refer to maximum safe temperatures and may vary by product
2.3 Product Availability

All products are subject to availability. If a product becomes unavailable after you place an order, we will notify you as soon as possible and offer:

  • A similar alternative product
  • A full refund
  • The option to wait for restocking (if applicable)
2.4 Custom and Personalized Orders

Custom or personalized products are made specifically to your specifications and:

  • Cannot be returned or exchanged (except for manufacturing defects)
  • May take up to 10 weeks to produce
  • May incur additional customization fees
  • Are subject to our approval (we reserve the right to decline custom requests)

Custom orders include:

  • Personalized colors, lengths, cap sizes, textures, styles
  • Any modifications to standard products
3. PRICES AND PAYMENT
3.1 Prices

All prices are displayed on our website and are:

  • In Swiss Francs (CHF) and/or Euros (EUR) as indicated
  • Including Swiss VAT (if applicable) for Swiss customers
  • Excluding shipping costs (calculated at checkout)
  • Subject to change without notice (prices at time of order placement apply)
3.2 Payment Methods

We accept:

  • Credit card payments (Visa, Mastercard)
  • Other payment methods as indicated at checkout

If you require alternative payment methods, please contact us before placing your order.

3.3 Payment Terms

Payment is due immediately upon order placement. Your order will not be processed until payment is confirmed.

3.4 Payment Security

All payment transactions are processed securely through our payment service provider. We do not store your complete credit card information on our servers.

3.5 Failed Payments

If payment fails:

  • We will notify you immediately
  • Your order will not be processed
  • We may attempt to contact you to resolve the payment issue
  • The order may be cancelled if payment cannot be completed
4. ORDERING PROCESS
4.1 How to Order
To place an order:
  1. Select your products and add them to your shopping cart
  2. Review your cart and proceed to checkout
  3. Provide shipping and billing information
  4. Select shipping method
  5. Review your order summary
  6. Accept these Terms and Conditions (required)
  7. Complete payment
4.2 Order Confirmation

After placing your order, you will receive:

  • Immediate on-screen confirmation
  • Order confirmation email within 24 hours

If you do not receive confirmation, please contact us immediately.

4.3 Contract Formation

A binding contract is formed when:

  • We send you the order confirmation email, OR
  • We begin processing your order, whichever occurs first

We reserve the right to refuse or cancel any order at our discretion, including orders that:

  • Cannot be fulfilled due to stock issues
  • Contain pricing or product errors
  • Appear fraudulent or suspicious
  • Violate these Terms and Conditions
4.4 Order Accuracy

You are responsible for ensuring:

  • Your shipping address is correct and complete
  • Your contact information is accurate
  • Product selections are correct before confirming order

We cannot be held responsible for delays or non-delivery due to incorrect information provided by you.

5. SHIPPING AND DELIVERY
5.1 Processing Time

Orders are processed within 24 hours (business days) of payment confirmation.

Custom or personalized orders may require up to 10 weeks for processing.

5.2 Delivery Time

Standard delivery typically takes 3-30 days, depending on:

  • Your location
  • Shipping method selected
  • Product availability
  • Manufacturing time (for custom orders)
  • National holidays
  • Carrier schedules

These are estimates only. We cannot guarantee specific delivery dates.

5.3 Shipping Costs

Shipping costs are:

  • Calculated at checkout based on destination and weight
  • Clearly displayed before you complete your order
  • Non-refundable (except in cases where we made an error)
5.4 Delivery Requirements

All packages:

  • Are delivered to the address you provide at checkout
  • Require signature upon receipt
  • Include tracking information (sent via email)
5.5 Delivery Issues
Your Responsibilities:
  • Monitor tracking information
  • Be available to sign for delivery or authorize someone to sign
  • Respond to carrier delivery notifications
  • Ensure delivery address is accessible
Our Responsibilities:
  • Ship products to the address you provided
  • Provide tracking information
  • Assist with legitimate carrier issues
We are NOT responsible for:
  • Delivery problems caused by incorrect address information
  • Failed deliveries due to recipient unavailability
  • Changes to delivery address, date, or requirements made with the carrier after shipping
  • Packages refused without prior communication to us
  • Delays caused by customs, weather, or carrier issues beyond our control
5.6 Risk of Loss

Risk of loss and damage passes to you upon delivery to the carrier. We recommend purchasing shipping insurance for high-value items.

5.7 Tracking

A tracking number will be provided via email once your order ships. You can track your shipment through the carrier's website.

6. INTERNATIONAL ORDERS AND CUSTOMS
6.1 Orders Within Switzerland

For orders delivered within Switzerland:

  • No customs duties or import taxes apply
  • Standard delivery times apply
  • Full consumer protection under Swiss law
6.2 Orders Outside Switzerland

For international orders (including EU countries):

Customs Duties and Import Taxes:
  • May be charged by your country's customs office
  • Are calculated and collected by your local customs authorities
  • Are NOT included in our prices or shipping costs
  • Are the sole responsibility of the customer
  • Vary by country and order value
Your Responsibilities:
  • Research your country's import regulations before ordering
  • Pay all applicable customs duties and import taxes
  • Respond to customs and carrier notifications promptly
  • Accept delivery and pay any required fees
Our Responsibilities:
  • Declare accurate product values on customs forms
  • Provide necessary customs documentation
  • Assist with questions about potential customs costs
6.3 Refused Deliveries Due to Customs
If you refuse delivery due to customs fees:
If the package returns to us:
  • We will issue a refund minus return shipping costs, customs fees charged to us, and original outbound shipping costs
  • Documentation of deductions will be provided

If the package does not return to us (destroyed, abandoned, or lost):

  • No refund will be issued
  • You remain responsible for the full order amount
To exercise EU withdrawal rights properly:
  • Contact us within 14 days of placing your order
  • Do not simply refuse delivery without contacting us
  • Follow our return procedure (see Section 7)
7. HYGIENE-SEALED PRODUCTS
7.1 Product Sealing
All wigs and hair extensions are hygiene-sealed to protect your health and safety.
Our Two-Layer System:
Outer Packaging (Shipping Box):
  • You MAY open this to verify your order
  • Opening the outer box does NOT affect your return rights
Inner Hygiene Seal and bag:
  • Clearly marked with warning labels
  • Attached to the product packaging
  • Once the seal or bag is broken, the product CANNOT be returned for hygiene reasons
  • This protects you and all our customers
7.2 Hygiene Regulations

Due to health and safety regulations:

  • Wigs and hair extensions that have been opened, tried on, or used cannot be returned
  • This is required by hygiene laws and protects all customers
  • Once the hygiene seal or bag is broken, the product cannot be resold

This policy is permitted under:

  • Swiss consumer protection law
  • EU Consumer Rights Directive 2011/83/EU, Article 16(e) (hygiene exception)
7.3 Inspection Rights

Before breaking the hygiene seal, you may:

  • Open the outer shipping box
  • Inspect the sealed product packaging
  • Verify product specifications through the sealed packaging
  • Check that the correct product was delivered
  • Contact us with any concerns
7.4 Important Notice
DO NOT break the hygiene seal or bag if:
  • You are unsure if this is the correct product
  • You have any concerns about your order
  • You wish to return the product for any reason

Contact us FIRST - we are here to help!

8. RETURNS, EXCHANGES, AND REFUNDS
8.1 General Return Policy
Products with intact hygiene seals:
EU Customers:
  • 14-day right of withdrawal from date of order placement
  • Hygiene seal and bag must remain intact
  • You pay return shipping costs and are responsible for safe arrival 
  • Contact us to initiate return
Swiss Customers: 
  • 14-day right of withdrawal from date of order placement
  • Hygiene seal and bag must remain intact
  • You pay return shipping costs and are responsible for safe arrival
  • Contact us to initiate return
Products with broken hygiene bags or seals:
  • Cannot be returned or exchanged (hygiene regulations)
  • Exceptions apply (see Section 8.2)
8.2 Exceptions - When We Accept Returns Even If Opened

We will accept returns or provide remedies even if the seal is broken in these cases:

1. Wrong Product Delivered
  • We shipped incorrect product type
  • Contact us within 3 days with photos
  • We will provide return label and full refund or replacement
2. Manufacturing Defects
  • Excessive shedding beyond normal levels
  • Bald spots or missing hair sections
  • Broken or defective cap construction
  • Damaged lace affecting wearability
  • Defective clips, tape, or attachments
  • Construction defects (tracks loose, cap tears)

Contact us within 3 days with clear photos of the defect.

What is NOT considered a defect:
  • Minor shedding (normal for all wigs and extensions)
  • Natural variations in human hair
  • Slight color differences from monitor displays for all hair pieces
  • Style or fit preferences
  • Damage from improper care or heat styling
  • Customer alterations or modifications
3. Shipping Damage
  • Product damaged during transit
  • Missing items from your order

Contact us within 3 days with photos of damaged packaging and product.

8.3 Return Procedure
MANDATORY STEPS - Do not ship anything without following this procedure:
Step 1: Contact Us (Within 3 Days)
  • Email us at info@platinumblackwigs.com
  • Provide: Order number, your name, description of issue
  • Include clear photos showing the problem
Step 2: Wait for Authorization
  • We review your case within 2-3 business days
  • We may request additional photos or information
  • If approved, we provide Return Authorization (RMA) number and instructions
  • Do NOT ship without RMA authorization
Step 3: Ship the Product (If Approved)
  • Pack securely in original packaging
  • Include all tags, labels, accessories, and documentation
  • Write RMA number clearly on package
  • Use tracked shipping method and share with us the tracking number
  • Ship within 14 days of authorization
  • Keep your tracking receipt 

 

 We recommend using insured shipping for valuable items. If the package is lost or damaged in return transit and you did not insure it, no refund will be issued.

No refund will be issued if:
  • The product does not reach us
  • The product is damaged during return shipping
  • The product is lost in transit
Step 4: Inspection and Resolution
  • We inspect within 3-5 business days of receipt
  • We verify the return matches authorization
  • We contact you with results
Returns sent without authorization will be rejected and not refunded.
8.4 Return Shipping Costs
Who Pays:
  • Our error (wrong item, defect, damage): We provide prepaid return label
  • Customer preference (sealed item return): Customer pays return shipping
  • Refused delivery without proper withdrawal procedure: Customer responsible for all costs
8.5 Resolution Options

If your return is approved, choose:

Option 1: Refund
  • Refund to original payment method
  • Processed within 10-14 business days
  • Includes product price
  • Does not include original shipping (unless our error)
Option 2: Exchange/Replacement
  • Replacement product shipped within 5-7 business days
  • Same product or alternative (your choice, subject to availability)
  • Free shipping on replacement (if our error)
Customs Duties, Import VAT & Fees

All import duties, customs taxes, VAT, and handling fees charged at the border are the responsibility of the customer and are non-refundable by PlatinumBlack Wigs by Ilies.

In the event of an approved return, only the purchase price of the product will be refunded (subject to our return conditions). Any customs charges paid may only be reclaimed directly by the customer from the relevant customs authority upon proof of re-export.

8.6 Denied Returns

Returns will be denied if:

  • Hygiene seal or bag is broken without qualifying exception
  • Product has been worn, used, styled, cut, colored, or altered
  • Tags, labels, or packaging removed or damaged
  • No return authorization obtained
  • Returned after 14-day authorization window
  • Photos/documentation do not support claim
  • Product does not match authorization
  • All items/accessories not included

If denied:

  • We contact you with explanation and photos
  • You may request return of item to you (you pay shipping)
  • Or we can dispose of item
  • No refund issued
8.7 Custom and Personalized Products

Custom products cannot be returned for preference reasons but are protected against defects.

If your custom product:

  • Has a manufacturing defect
  • Differs completely from your specifications

Contact us immediately. We will:

  • Review your case with photos
  • Offer appropriate remedy: remake, repair
  • Work with you to resolve the issue
9. WARRANTIES
9.1 Product Quality

We warrant that our products:

  • Are of merchantable quality
  • Match their descriptions on our website
  • Are suitable for their intended purpose
  • Are free from manufacturing defects
9.2 Warranty Period

Our warranty covers manufacturing defects for:

  • 14 days from date of delivery
9.3 Warranty Claims

To make a warranty claim:

  • Contact us within 14 days of delivery
  • Provide proof of purchase
  • Describe the defect with photos
  • Follow our return procedure
9.4 Warranty Remedies

If a valid warranty claim is made and it is accepted by us, we will:

  • Repair the product, OR
  • Replace the product, OR
  • Provide a full or partial refund

We choose the appropriate remedy based on the circumstances.

9.5 Warranty Exclusions

This warranty does NOT cover:

  • Normal wear and tear 
  • Normal hair shedding
  • Damage from misuse, abuse, or neglect
  • Damage from improper care or storage
  • Damage from too frequent heat styling or beyond specified limits 
  • Damage from chemical treatments or coloring
  • Products altered or modified by customer or a third party
  • Hair shedding (normal for wigs and extensions)
  • Products used for commercial purposes
  • Damage from accidents or external causes
9.6 Care Requirements

To maintain warranty coverage:

  • Follow all care instructions provided on our website
  • Use appropriate products and tools
  • Respect heat styling temperature limits
  • Store products properly when not in use
10. LIMITATION OF LIABILITY
10.1 Our Liability

We limit our liability to the maximum extent permitted by law. Our total liability shall not exceed the purchase price of the product. We are not liable for indirect or consequential damages.

Your statutory consumer rights are not affected.

We are NOT liable for:

  • Indirect, incidental, or consequential damages
  • Loss of profits, revenue, or business opportunities
  • Loss of data or information
  • Third-party claims
  • Damages exceeding the purchase price of the product
  • Issues beyond our reasonable control
10.2 Force Majeure

We are not liable for delays or failures in performance due to circumstances beyond our reasonable control, including:

  • Natural disasters
  • War, terrorism, or civil unrest
  • Government actions or restrictions
  • Strikes or labor disputes
  • Supplier failures
  • Transportation disruptions
  • Pandemics or health emergencies
  • Technical failures or internet outages
10.3 Third-Party Services

We use third-party service providers (e-shop hosting platform, payment processors, shipping carriers, etc.) and are not responsible for:

  • Their errors or failures
  • Their policies or practices
  • Delays or issues they cause
  • Loss or damage during shipping (after transfer to carrier)
10.4 Product Use

You use our products at your own risk. We are not liable for:

  • Allergic reactions (test products before full use)
  • Improper use or application
  • Failure to follow care instructions
  • Use by third parties
  • Results or outcomes of use
10.5 Maximum Liability

In no event shall our total aggregate liability exceed the amount you paid for the specific product giving rise to the claim.

11. INTELLECTUAL PROPERTY
11.1 Our Rights

All content on our website is protected by copyright, trademark, and other intellectual property laws, including:

  • Product photographs
  • Product descriptions
  • Website design and layout
  • Logo and branding
  • Written content
11.2 Your Use

You may:

  • View and use our website for personal shopping purposes
  • Download or print individual pages for personal reference

You may NOT:

  • Copy, reproduce, or distribute our content for commercial purposes
  • Use our product images for your own business or website
  • Remove copyright or trademark notices
  • Create derivative works from our content
  • Use our trademarks or branding without permission
11.3 Infringement

Unauthorized use of our intellectual property may result in:

  • Legal action
  • Monetary damages
  • Injunctive relief
  • Criminal prosecution (where applicable)
11.4 Customer Content

If you submit reviews, photos, or other content to us:

  • You grant us a worldwide, non-exclusive license to use, display, and distribute your content
  • You represent that you own the rights to the content
  • You agree we may use your content for marketing purposes
  • You can request removal of your content at any time
12. USER ACCOUNTS
12.1 Account Creation

You may create an account to:

  • Save your information for faster checkout
  • Track your orders
  • Manage your preferences
  • Access your order history
12.2 Account Security

You are responsible for:

  • Maintaining confidentiality of your password
  • All activities under your account
  • Notifying us immediately of unauthorized access
  • Ensuring your account information is accurate and current
12.3 Account Termination

We may suspend or terminate your account if:

  • You violate these Terms and Conditions
  • You engage in fraudulent activity
  • You abuse our services or policies
  • Required by law

You may close your account at any time by contacting us.

13. PROHIBITED CONDUCT

You agree NOT to:

  • Provide false or misleading information
  • Impersonate another person or entity
  • Engage in fraudulent activity
  • Use our website for illegal purposes
  • Attempt to hack, disrupt, or damage our website
  • Use automated systems (bots, scrapers) without permission
  • Resell our products commercially without authorization
  • Violate any applicable laws or regulations

Violation may result in:

  • Order cancellation
  • Account termination
  • Legal action
  • Reporting to authorities
14. PRIVACY AND DATA PROTECTION
14.1 Personal Data

We collect and process your personal data in accordance with:

  • Our Privacy Policy (available on our website)
  • Swiss Federal Act on Data Protection (nDSG)
  • EU General Data Protection Regulation (GDPR) where applicable
14.2 Your Rights

You have the right to:

  • Access your personal data
  • Rectify inaccurate data
  • Request erasure of your data
  • Restrict processing
  • Data portability
  • Object to processing
  • Withdraw consent

For more information, see our Privacy Policy or contact us.

14.3 Cookies

We use cookies as described in our Cookie Policy. By using our website, you consent to our use of essential cookies. You can manage non-essential cookies through our cookie settings.

15. DISPUTE RESOLUTION
15.1 Governing Law

For Swiss Customers: These Terms and Conditions are governed by Swiss law.

For EU Customers: These Terms and Conditions are governed by Swiss law, without prejudice to mandatory consumer protection provisions of your country of residence.

15.2 Informal Resolution

Before initiating legal proceedings, we encourage you to contact us to resolve any issues informally. We are committed to finding fair solutions.

15.3 Consumer Rights

Nothing in these Terms and Conditions affects your statutory consumer rights under applicable law.

16. CHANGES TO TERMS
16.1 Right to Modify

We reserve the right to modify these Terms and Conditions at any time.

16.2 Notification

When we make significant changes:

  • We will update the "Last Updated" date
  • We may notify you via email or website banner
  • We may request renewed acceptance for significant changes
16.3 Continued Use

Your continued use of our website after changes constitutes acceptance of the modified terms.

16.4 Order Placement

The version of the Terms and Conditions in effect at the time you place your order will govern that specific transaction.

17. GENERAL PROVISIONS
17.1 Entire Agreement

These Terms and Conditions, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and us regarding your use of our website and purchase of our products.

17.2 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

17.3 Waiver

Our failure to enforce any provision of these Terms and Conditions does not constitute a waiver of that provision or any other provision.

17.4 Assignment

You may not assign or transfer your rights or obligations under these Terms and Conditions without our written consent. We may assign our rights and obligations to any third party.

17.5 No Third-Party Rights

These Terms and Conditions are for the benefit of you and us only. No third party has the right to enforce any provision.

17.6 Translation

 These Terms are available in multiple languages for your convenience. We make every effort to ensure accuracy across all translations.

18. CONTACT INFORMATION

If you have any questions about these Terms and Conditions or need assistance:

Contact Us:

Email: info@platinumblackwigs.com

Contact Form on our website 

Mail: PlatinumBlack Wigs by Ilies, Freilagerstrasse 5, Zurich 8047, Switzerland 

Response Time: We aim to respond to all inquiries within 24-48 hours (business days).

19. ACKNOWLEDGMENT

By placing an order through our website, you acknowledge that:

  • You have read and understood these Terms and Conditions
  • You agree to be bound by these Terms and Conditions
  • You are of legal age to enter into this agreement (18 years or older)
  • All information you provide is accurate and complete

Thank you for choosing us !

Last Updated: March 2026 Version: 1.0