Refund policy
At cloud9wigs.com, we want you to find an alternative hair solution that works for you. If you are unhappy with your purchase, we provide the option to exchange items for store credit, as long as the item(s) meet our criteria for exchange, as outlined below.
EXCHANGE FOR STORE CREDIT!
If you'd like to exchange a synthetic (or synthetic blend) wig or topper, you can exchange the item for another item in our store and apply store credit.
The product you are exchanging MUST meet our "criteria for exchange", as outlined below, for us to process the exchange. This will be determined by our staff within 2 days of receiving the item.
Once we are able to determine that the item meets our criteria for exchange. We will authorize store credit in the total amount you paid minus a $20 exchange fee. This exchange fee will be used by us to return the exchanged item back to the manufacturer.
Return shipping cost is the responsibility of the consumer. We are not responsible for lost or damaged packages.
How Do I Initiate An Exchange?
- Email us at customerservice@cloud9wigs.com
- Provide your name, order number and email address in the email
- Provide your reason for exchange in the email
- Once we've received and inspected the item. Your request will either be approved or denied. If it is approved, you will get a confirmation email with our exchange/shipping address. If the item did not meet our criteria as outlined. We will notify you via email and return the item back to you.
Note: The item you'd like to exchange must be in our hands within 14 days of the date you received your order (as confirmed by carrier tracking). We will not process your exchange until your returned product is in our hands and we have confirmed it is in perfect order.
What Products Are Eligible for an Exchange for Store Credit?
- Synthetic Wigs
- Toppers
- Hair and Hair Pieces including: Hair Extensions, Bangs & Fringes, Pony Tails, Hair Buns, Hair Wraps, Falls & Half Wigs & All Hair Pieces
Some items are not eligible for exchange. Those items are listed below under: "What Items Are Not Eligible for an Exchange?"
What is the Criteria for Exchange for Store Credit?
A product eligible for exchange must meet the following criteria:
- Request for Exchange: is made within 7 days of receipt of merchandise
- Return of Product: Item must be in our hands within 14 days of receipt of merchandise
- Product must be in new / unused condition
- Packaging and product cannot be altered in any way
- Product MUST be returned in original packaging
- Hair must not be shaken out, brushed, or styled (zig zag part must be intact)
- The product has not been worn (except for trying on)
- Odor-Free - Any odors on the product will render the product ineligible for return or exchange. This includes cigarette smoke, perfume, shampoo, and any styling products
- Tags and all original packaging must be intact
- Item and/or packaging is not damaged in any way
What Items Are NOT Eligible for an Exchange?
The following items cannot be exchanged for store credit:
- Human Hair Wigs & Toppers
- Clearance & Special Offer items
- Discontinued Items
- Care Products
- Accessories (including Hats with Hair, ponytails, styling products, hair care products, canvas blockheads, tape, adhesive, etc.)
What If The Item I Received is Damaged?
If the purchased product is damaged, reach out to us within 7 days of the delivered date by emailing customerservice@cloud9wigs.com.
Please provide:
- Your name
- Order number
- Details about the damaged product
- A photo(s) of the damage
Once we receive this information. We will reach out to you to discuss options and next steps.
How Do I Ship An Item Back to You for Exchange?
You will receive information via email within 24 hours of receiving your exchange request.
The cost for shipping an item back to us is the responsibility of the consumer, unless an item is deemed defective by Cloud 9 Wigs staff and the relevant wig manufacturer.
How Does the Money Work?
- If the new item you are buying is more expensive than the item you have sent in for exchange. We will send an invoice via our system so you can pay what is owed.
- If the new item you are buying is less expensive than the item you have sent in for exchange. You will receive an email with the difference as a coupon code for store credit.
- If the item(s) are determined to be defective by both Cloud 9 Wigs and the Wig Manufacturer. We will provide a full refund to the card that was used for purchase including any original shipping cost.
On defective items, we will process your refund within 5-7 business days (Monday-Friday) from the date we receive your item back. Refunds for defective items are always back to the original payment method. Please keep in mind your bank may have a delay in processing your credit back to your account (allow an additional 3 to 9 business days).
Can I Cancel An Order?
Once an order has been processed, we are unable to cancel the order or make changes to it.
Please note that orders ship out daily, but we do not receive tracking from the manufacturers until late in the day, and in some cases, the next day. Because it's "in process" with the manufacturer, we are unable to make any changes to your order at that time.
The only time an order may be changed or canceled is when it is on backorder and/or you have been notified of a delay in shipping. In that case, the manufacturer will allow us to make changes or cancel an order.
**Please note that back order shipment dates are subject to change. In some cases, items with a future shipment date become available quickly and are processed for shipping. If you've been notified that you have a back order and that order becomes available for shipping sooner than estimated, we are unable to cancel the order.
I Don't See My Question Addressed Here. What Do I Do?
If you have any queries regarding any part of this policy, reach out to us at customerservice@cloud9wigs.com.
