Spruce Hair Refund & Returns Policy

At Spruce Hair, we take great pride in crafting high-quality, custom-made wigs to your specifications. Due to the bespoke nature of our products, we have a strict policy in place to ensure fairness and maintain the highest standards of hygiene and quality for all our customers. Please read this policy carefully before making a purchase.

1. General Policy: All Sales Are Final

All sales are final, and refunds are strictly prohibited. Once an order is placed, it enters our production process, and as each wig is made to order, we cannot offer refunds for change of mind, colour discrepancies as seen on your screen, or if the item does not meet your expectations.

Please note the following non-refundable costs:

· All initial shipping fees.
· Any currency conversion fees applied by your payment provider (e.g., Shopify applies a 1.5% currency exchange fee).
· Any fees for expedited processing.

2. Exchanges & Store Credit

While we do not offer refunds, we may accept exchanges or offer store credit subject to the strict terms and conditions below. Exchanges are a privilege, not a right, and are granted at our sole discretion.

To be eligible for an exchange or store credit, you must:

· Contact us within 72 hours of the recorded delivery date.
· The item must be unworn, unaltered, and in its original, saleable condition.
· The original packaging must be included and intact.
· The security seal holding the wig in place must not be removed.

We will NOT accept an exchange or offer store credit if:

· The wig has been worn, tried on, styled, or has had any products (like glue, gel, or mousse) applied to it.
· The lace has been cut or trimmed.
· The hair has been cut or altered in any way.
· The item is not returned in its original packaging.
· The return request is made after the 72-hour window.
· The item is a customised order (e.g., a specific colour blend or cap size not listed as a standard product).

Process for Exchanges:

1. Contact Us: Email us at spruceehair@gmail.com within 72 hours of receiving your order to request a return authorization.
   2. Return the Product: Once authorised, you are responsible for shipping the product back to us. We strongly recommend using a tracked and insured courier service, as Spruce Hair is not liable for packages lost or damaged in transit.
   3. Inspection: Once we receive the returned item, we will inspect it to ensure it meets all eligibility criteria.
   4. Exchange/Credit: Upon successful inspection, we will process an exchange for a product of equal value or issue store credit. For exchanges of lower value, the difference will be issued as store credit. You will be responsible for the shipping costs of the new item.

3. Cancellations

We understand that sometimes you may change your mind. Due to our quick production turnaround, we have a limited cancellation window.

· Cancellation Period: You may cancel your order only within 48 hours of the initial purchase time and date.
· Customisation: After 48 hours, your order enters our production system and begins the customisation process. Cancellations after this 48-hour period are strictly not possible.
· How to Cancel: To cancel your order, please email us at spruceehair@gmail.com within the 48-hour window. Please include your order number and details for prompt processing. Orders not cancelled within this timeframe will be processed and charged at the full price.

4. Faulty or Damaged Goods

Our policy is separate from your legal statutory rights. If you believe your item is faulty or was damaged upon arrival, please contact us immediately at spruceehair@gmail.com within 48 hours of delivery. Please provide your order number and clear photographs/videos of the fault or damage. We will review each case individually and, if the fault is confirmed to be a manufacturing defect, we will offer a repair, replacement, or store credit.

5. Contact Us

If you have any questions about this Returns Policy, please contact us at:

Email: spruceehair@gmail.com

We aim to respond to all enquiries within 48 hours.