Return & Exchange Policy
- Overview
Our wigs are handcrafted and made-to-order. This policy protects both your rights as a customer and the hygienic integrity of our products.
- Your Rights
2.1 14-Day Return Period (If It’s Not Quite Right For You)
You have 14 days from receiving your order to return ready-made items if they’re not quite right for you, for any reason or no reason at all.
This applies to ready-made wigs in stock and standard non-custom items.
2.2 30-Day Right to Reject Faulty Items
All items (including custom): If faulty, damaged, wrong, or not as described, you have 30 days to reject for a full refund.
- Hygiene and Safety Exclusions
Due to health and safety regulations, the following items cannot be returned if it’s not quite right for you (unless faulty, damaged, or incorrect).
❌ Wigs that have been worn on the head
❌ Wigs that have had the lace cut or trimmed
❌ Wigs exposed to perfume, hair products, makeup, or body oils
❌ Wigs altered or styled in any way
❌ Wigs removed from original sealed packaging
❌ Hair care products once opened or with seal broken (unless faulty)
✅ If any item is faulty or incorrect, you can still return it within 30 days regardless of the above conditions.
- Eligibility for Returns (If It’s Not Quite Right For You)
To qualify for a return or exchange when it’s not quite right for you, items must meet the following conditions:
— Completely unused and unworn
— Lace uncut and intact
— In original sealed packaging with all added free gifts
— Free from perfume, products, or any signs of use
— Returned with all original tags and accessories
You must notify us within 14 days of delivery and return the item within 14 days of notification.
- Faulty, Damaged, or Incorrect Items
You have 30 days if item is: damaged, defective, wrong style/size/color, not as described, or missing parts.
5.1 How to Report a Fault/damaed item
Contact us within 30 days of delivery via email or WhatsApp. You must include the following information:
— Your order number
— Clear photos or video evidence
— Description of the issue
We will arrange a replacement, repair, or full refund at no extra cost to you. Return postage will be covered by us.
We would determine fault after seeing pictures/video
- Custom and Made-to-Order Wigs
Custom braided wigs made specifically to your chosen specifications (length, size, color, style, braid pattern) are exempt from the 14-day return period for items that are not quite right for you.
6.1 What This Means
❌ Cannot be returned if it’s not quite right for you
❌ Cannot be cancelled once production has started
✅ CAN be returned within 30 days if faulty, damaged, or incorrect
Custom orders are final sale unless there is a manufacturing defect or we made an error.
- Exchanges
We offer exchanges in the following circumstances:
— Wrong size (if our error)
— Wrong cap size (if our error)
— Wrong style (if our error)
— Wrong color (if our error)
7.1 If the Error Is Ours
We cover all shipping costs and there are no additional charges to you.
7.2 If Exchanging Due to Personal Preference
You will be responsible for return shipping, new item shipping, and any price difference between the items.
Contact us within 14 days of delivery to arrange an exchange.
- Refunds
8.1 Full Refunds Are Issued When
— You return within the 14-day window (ready-made items only)
— Your item is faulty and you reject it within 30 days
— We cannot fulfill your order
— The item is faulty and no replacement is available
— You received the wrong item
8.2 Refund Processing
Refunds are processed within 5-7 business days of receiving the returned item and refunded to the original payment method. Original standard delivery costs are refunded if the item is faulty or our error. Return shipping costs are refunded if the item is faulty or our error.
8.3 Non-Refundable Items
The following are non-refundable:
— Shipping fees for returns where it’s not quite right for you
— Express or premium shipping upgrades
— Return postage if returning due to personal preference
- Return Shipping Costs
9.1 We Pay Return Shipping If
✅ Item is faulty, damaged, or defective
✅ We sent the wrong item
✅ Item not as described
9.2 You Pay Return Shipping If
❌ It’s not quite right for you (14-day return)
❌ You ordered wrong size or color
❌ Personal preference exchange
Important: We recommend using tracked delivery. We are not responsible for items lost in return transit.
- International Returns
10.1 For Returns Where It’s Not Quite Right For You (14 Days)
International customers are responsible for return shipping fees, any customs charges or duties, and import or export fees.
10.2 For Faulty or Incorrect Items (30 Days)
We cover return shipping costs up to the value of standard tracked shipping to your country. You pay upfront and we reimburse you once we receive and confirm the item. We also cover replacement shipping at no extra cost. You are responsible for any customs charges, import duties, or taxes on replacement items as these are set by your country’s customs authorities.
10.3 How Reimbursement Works
— Return the faulty item using a tracked service
— Send us your postage receipt
— Once we receive and confirm the fault, we will refund the full item cost, original standard shipping cost, and return shipping cost up to standard tracked rate
If you choose express or premium shipping for returns, we will reimburse up to the cost of standard tracked shipping only.
- How to Request a Return or Exchange
11.1 Step 1: Contact Us
Contact us via email or WhatsApp. Include your full name, order number, clear photos or videos if faulty or damaged, and reason for return or exchange.
Email info.
WhatsApp: Click here to message us
11.2 Step 2: Wait for Approval
Our team will respond within 24-48 hours with return authorization, return address, and instructions.
11.3 Step 3: Send Item Back
Pack the item securely in original packaging, use a tracked shipping service, and send within 14 days of our approval.
11.4 Step 4: Receive Refund or Exchange
Refunds are processed within 5-10 business days of receiving the item. Exchanges are shipped once the returned item arrives.
- Items on Sale or Clearance
Sale and clearance items have the same return rights as full-price items.
You can return sale items within 14 days if it’s not quite right for you (subject to hygiene exclusions) or within 30 days if the item is faulty or incorrect.
- Final Notes
By placing an order with Keeks Hair Kulture, you acknowledge that you have read and agree to this Return & Exchange Policy. We appreciate your understanding as we balance your legal rights with the handmade, hygienic nature of our products.
Questions? Contact us via email or WhatsApp
