We WANT to accept your returns. It's really in our best interest to make you happy campers so you say awesome stuff about us to all your friends on social media and in person.
However, if you send in a wig that is clearly messed up and cannot be resold to someone else (i.e. one that blatantly violates our published return & exchange policy), then we have to send it back to you. No ifs, ands, or buts.
We have to protect our customers. They trust us to have diligent quality control on our returns by . . . well . . . exercising diligent quality control on our returns! :)
Here is where I personally come down on the matter: I would much rather have someone be angry with me for sticking them with a wig that they destroyed (knowing full well that if they broke it, they bought it), than stick some innocent person with a clearance wig they can't return that someone else ruined for them. The first option seems justifiable; the second is the one most stores seem to choose, and I find that kind of behavior pretty terrible. We do our best to avoid that here at all costs.
The rules are there to protect everyone involved -- YOU included!
Here's what I'm talking about. Earlier today I rejected this Brittaney by Envy in Golden Nutmeg:
The one on me (on the left, in Chocolate Caramel) is brand new, fresh from the box, and the curls are completely intact. The zig zag part is mostly intact and the wave in the front has been pristinely preserved even though this photo is from the middle of an almost 45-minute video shoot -- direct evidence that you CAN try these on without messing them up!
The one on the styro head (on the right, in Golden Nutmeg) was SUPPOSED to be sent back to us for exchange in the same condition.
The way it looks on me in the photo above (new, unaltered) is how I am expecting that wig to look every time it is returned to me.
Our policy allows you to try it on. That means trying it on. That does not mean exploring all of the styling possibilities. That is something you should do to a wig you decide to keep. ;)
I mean, what if you return it and we sell it to someone else? It should be that person's right to determine how that wig should ultimately be styled! (I am hopeful that this is something we can all basically agree on here.)
It is because people take their liberties with this -- and because stores let people get away with it for fear of negative word-of-mouth -- that so many horror stories about terrible secondhand returned wigs end up all over the place!
Take a closer look to see what I really mean . . .
There is no way I could possibly, in good conscience, sell this wig to someone else in that condition! Look at how messy it is - and all the little broken hairs all over the place! Yikes! The wig also smelled like some kind of shine spray, as if it were applied in a "Hail Mary pass" to trick us into accepting this return.
This wig was:
- Obviously brushed; that is way worse than combing -- and both are against our policy, anyhow!
- Damaged from being overworked in the front.
- Smelly from being washed and / or treated with shine spray (which is also against our published policy).
In my opinion, 100% of the damage done to this wig is the result of this person trying to play around with the part.
I wish I could have just met with this person before she bought this wig so I could have told her, "This isn't your hair until you decide to keep it."
Please don't make the same mistake. :(