Refund policy

At LacedbyDonia, every ready-to-wear wig is customized with care and we want you to feel confident and satisfied with your purchase. Due to the nature of our product, the following policy applies to all orders.

EXCHANGES

We do not accept returns or exchanges on units once they have been shipped. Please ensure that your order is accurate before purchasing.

REFUND ELIGIBILITY

We provide refunds but only due to the following circumstances: 

  • You receive the incorrect unit (the unit received differs from what was ordered)
  • Your unit arrives damaged or defective.

To be eligible, you must contact us within 48 hours of delivery. Please inspect your order upon reception and contact us immediately if your unit is defective, damaged or if you received the wrong unit, so that we may evaluate and rectify the issue. 

Your request must include:

  • Your order number.
  • Clear photos and a video showing the issue.
  • An explanation of the issue/s you have experienced.

We will notify you once we’ve received and inspected the returned unit, and inform you of whether a refund has been approved. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.

Alternatively, if you prefer a replacement wig instead of a refund, we will notify you of the approval upon inspection and provide you with the details for your replacement unit.


If more than 15 business days have passed since we’ve approved your return, please contact us at lacedbydonia@gmail.com.

CONDITIONS FOR APPROVAL

To qualify for a refund or replacement:

  • The wig must be unused and unaltered.
  • The lace must be uncut.
  • The wig must show no signs of wear, including makeup, odour, product residue, or styling. Wigs that have been worn, installed, cut, colored, styled, or altered in any way are not eligible.

NON-REFUNDABLE SCENARIOS

Refunds will not be issued for the following:

  • Change of mind or personal preference.
  • Ordering the wrong item.
  • Improper handling, maintenance, or installation.
  • Normal shedding or minimal tangling.
  • Minor variations in color, density, curl pattern, or lace tint.
  • Shipping delays once the package has been handed over to the courier.

Please note that lighting, screen resolution, and customization may cause slight differences in appearance. These do not qualify as defects.

SHIPPING COSTS

Original shipping fees are non-refundable. 

ORDER CANCELLATIONS

Orders cannot be cancelled once processing has begun, as wigs are customized prior to shipment. Please review all order details carefully before completing your purchase.

CHARGEBACKS

We kindly ask that you contact us first if there is an issue with your order. Unauthorized chargebacks will be disputed with evidence of delivery, communication, and agreement to this policy.

CONTACT INFORMATION

If you experience an issue with your order, please contact us at:

Email: lacedbydonia@gmail.com

Please include your order number and clear photos or videos so we can assist you as quickly as possible.

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