Returns & Exchanges
Thank you for choosing KROWN-Z and for placing your trust in us. We understand that purchasing a wig or hair piece is a personal and meaningful decision, and we are grateful to be part of that process.
To protect the health and comfort of every customer, we can only offer exchanges under the conditions below.
Important Health & Hygiene Notice
For health and hygiene reasons, all items must be returned unworn and in original condition to protect the health of our customers, many of whom are undergoing medical treatment or experiencing medical-related hair loss.
Change of Mind
We do not offer refunds for change of mind, incorrect choice, colour preference, or if the piece is no longer wanted.
If your piece is eligible, we may offer an exchange only.
This policy does not limit any rights you may have under applicable consumer law.
Exchange Options
Exchanges are only available for items of the same value or a higher value.
If you choose an item of higher value, the price difference must be paid before the replacement item is sent.
We do not offer exchanges for items of lower value.
The customer is responsible for all shipping costs related to an approved exchange.
Exchange Window
Please contact us before sending anything back.
To be eligible for an exchange assessment, your item must be received by us within 14 days of the original delivery date.
Items returned outside this period may not be accepted.
Exchange Eligibility
To be eligible for exchange, the piece must be returned unworn, unwashed, unstyled, unaltered, and in its original condition.
It must be returned with all original packaging, tags, lace, accessories, and included materials intact. The piece must be free from odour, makeup marks, hair product, or signs of wear.
The lace must not be cut, trimmed, damaged, or altered in any way.
Custom orders, clearance items, final sale items, and accessories are not eligible for exchange.
How to Request an Exchange
Please contact us before returning your item.
In your message, include:
- Your order number
- The item name
- The reason for your exchange request
Clear photos of the piece in its current condition
Please do not send your item back without approval. Unapproved returns may not be accepted.
Once your request has been reviewed, we will provide return instructions if the item is eligible.
Repairs
We offer repair support for eligible KROWN-Z pieces.
Within 6 months of the original delivery date, eligible minor repairs may be offered without a repair service fee.
This does not cover damage caused by improper care, heat styling, chemical processing, lace cutting, colouring, bleaching, or normal wear and tear.
Shipping costs related to repair service are the responsibility of the customer.
Inspection & Final Review
All returned items are inspected upon arrival. If the item does not meet our exchange conditions, we reserve the right to refuse the exchange and return the item back to you at your expense.
We appreciate your understanding. These conditions help us protect the hygiene, safety, and integrity of every KROWN-Z piece.