Refund policy
Effective October 20, 2026 · Fantasy Pty Ltd · ABN 56 699 487 360
Returns & Exchanges
We want you to love your wig. If something is not right, you may return or exchange eligible items within 30 days of delivery.
This policy covers change-of-mind returns and is in addition to your rights under the Australian Consumer Law (see the Refunds section below).
Hygiene first
Wigs are worn on the head, so for the health of every customer we can only accept returns that are:
- Unworn and untried beyond a brief check with the protective hairnet in place;
- Unwashed, uncut, unstyled, undyed and free of hairspray, odours, makeup, pet hair or perfume;
- In the original packaging with the hairnet, inner mesh, tags and any included accessories.
Items that cannot be returned
- Wigs that have been worn, cut, trimmed, restyled, heat-styled, dyed or altered in any way;
- Custom-colour, made-to-order or personalised wigs (unless they arrive defective or incorrect);
- Wig caps, care products and other accessories once opened;
- Final-sale, clearance and gift-card purchases.
How to start a return
- Contact us via our contact page within 30 days of delivery with your order number, the item(s), the reason and photos of the item in its packaging.
- We will reply within 2 business days with return instructions and the return address. Items sent without authorisation cannot be processed.
- Pack the wig securely (we recommend the original box) and ship it using a tracked service. Keep your tracking number.
Return shipping costs
If the return is because of our mistake (wrong item, defect, transit damage), we cover return shipping or issue a prepaid label. For change-of-mind returns, the customer pays return shipping and original shipping fees are non-refundable.
Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order. If you prefer a direct exchange for a different wig, tell us when you request your return and we will hold stock where possible.
Inspection
Returns are inspected on arrival. Items that do not meet the conditions above will be sent back to you at your cost, or donated if unclaimed after 30 days.
Refunds — your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
When you will be refunded
Once your return arrives and passes inspection, we will confirm approval. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
What is refunded
| Situation | Refund |
|---|---|
| Defective, damaged or incorrect item | Full product price, original shipping and return shipping — or a free replacement |
| Change of mind (eligible returns) | Product price only; original and return shipping are not refunded |
| Order cancelled before shipping | Full amount paid |
| Parcel confirmed lost by carrier | Full amount paid, or a replacement |
| Parcel refused or unclaimed | Product price minus shipping costs incurred both ways |
Defects
Report manufacturing defects (for example, excessive shedding straight out of the box, a broken cap or a mismatched colour against the product photos) within 30 days of delivery with photos or a short video. Small shade differences caused by screen settings and studio lighting are not considered defects.
Partial refunds
We may offer a partial refund for items returned with minor signs of handling, missing accessories or non-original packaging.
Late or missing refunds
If you have not received an approved refund after 5–10 business days, check with your bank first, then contact us.
Chargebacks
Please contact us before opening a dispute with your bank — we resolve almost every issue faster directly.
Order changes & cancellations
You may cancel or change your order free of charge within 12 hours of placing it, provided it has not yet shipped. Contact us with your order number. Cancelled orders are refunded in full to the original payment method. After 12 hours we may already be styling or packing your wig; if it has shipped, please follow the returns process above.
Custom-colour and made-to-order wigs can be cancelled only before production starts.
We may cancel an order if an item is out of stock, if there is a pricing or listing error, if payment cannot be verified, or if we suspect fraud or resale abuse. You will be notified and refunded in full.