Refund policy

Updated Return Policy

effective as of 1/1/26

Please read this policy closely.

We accept returns on NEW wigs within 30 days of receipt. We do not accept returns on wigs designated as Open Box, or are on Clearance. 

There are no exceptions.

NOTE: Excessive returns or abuse of the return policy will be flagged, and may result in a 15% restocking fee, per product. Examples of excessive returns or abuse include:

  • ordering multiple products in one order and returning them all
  • consistently placing orders and always returning what you ordered

We know that shopping for wigs online can be challenging. To improve the likelihood that you find what works for you. Thus, reducing the likelihood of a return. Please contact us at customerservice@cloud9wigs.com to set up a free consultation.

If you are returning a new wig. We can refund the purchase price to your original form of payment assuming the wig returned to us meets the requirements outlined  in Step 2: Prepare the product for return.

ALERT: We do not accept returns on International Orders

STEPS TO RETURN (United States)

Step 1: Send us an email (IF PURCHASED DIRECT THROUGH WEBSITE). Tik Tok purchases require return though the App.

Email us at customerservice@cloud9wigs.com. Provide your name, order # and reason for return. We will email you within 24 hours and provide instructions on how to ship your product back to us. 

Step 2: Prepare the product for return

To ensure your product is eligible for return and will pass inspection. Please follow this checklist before shipping it back to us. 

  • 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

Step 3: Ship your product back

We must receive your returned product within 30 days of your receipt. You will use the return address we provided you via email. 

Unfortunately, we cannot provide a pre-paid shipping label at this time.

Note: we are not responsible for lost or damaged items.

Step 4: Inspection

Once we receive your item. We will inspect it within 48 hours to make sure it meets our eligibility for return checklist (shown above). If it does, we will initiate the return or exchange based on what you chose.

If for some reason it does not meet our criteria. We will notify you via email within 48 hours of our receipt of the product on our end. At that time we will inform you of whether you'll receive any portion of your refund, if you will incur a restocking or repair fee, and lastly, if the product will be shipped back to you at your expense because we cannot resell it.

Step 5: Processing your credit, refund or exchange

Once your return has passed inspection. It's time to process your refund or exchange. If we have questions, we will reach out to you. Otherwise, we will take care of processing your refund within 24 hours after passing inspection. 

If you've decided on an exchange. We will confirm product availability with you and ship the item as soon as we can. If the item is on backorder. We will let you know and give you the option to proceed or make another choice.

What Products Are Eligible for Return? 

  • Synthetic Wigs
  • Toppers
  • Hair and Hair Pieces including: Hair Extensions, Bangs & Fringes, Pony Tails, Hair Buns, Hair Wraps, Falls & Half Wigs & All Hair Pieces

What Items Are NOT Eligible for Return? 

  • Human Hair Wigs & Toppers
  • Clearance, Special Offer & Final Sale 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 2 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.

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.