Refund policy

Return/Refund Policy:

Thank you for choosing K&S for your custom and ready-to-ship (RTS) orders. We strive to provide excellent products and services while ensuring customer satisfaction. Please take a moment to review our updated return/refund policy below.

Returns and Refunds:
1.1 Custom Items:
We regret to inform you that we do not offer refunds or returns on custom orders, including made-to-order and pre-order items. Custom orders are tailored specifically to your preferences, with various specifications such as color, length, cap size, cap construction, and hair color. Therefore, all custom orders are non-refundable. However, we are committed to working closely with you to address any concerns or issues that may arise with your custom item.

1.2 Ready-to-Ship (RTS) Items:
For RTS items, we are pleased to offer refunds and accept returns within a reasonable timeframe. If you wish to return an RTS item, please adhere to the following guidelines:

  • Return window: You have 3 days from the date of delivery to initiate a return.
  • Condition: The item must be in its original condition, with no modifications or alterations made.
  • Restocking fee: A restocking fee of 10% will be deducted from the refund amount. This fee is to cover transition costs associated with processing returns.
  • Return process: Please contact our customer service team to initiate the return process. We will provide you with detailed instructions on how to proceed.
  • We do not accept returns on items purchased with payment plans such as shop pay, sezzle, affirm etc. 
  • Sale items are final sale
  • Pre-Owned Items:
    All pre-owned items are final sale and not eligible for return, exchange, or refund. Each pre-owned piece is carefully inspected and described in detail prior to listing. We encourage customers to review all photos and descriptions thoroughly before purchasing and reach out with any questions before checkout.

Return & Exchange Limit:
Each customer is limited to three (3) total returns or exchanges. We understand that color and size are the most common reasons for returns, and we strive to represent our products as accurately as possible. If you are unsure about a shade or tone, you may request additional photos in specific lighting before purchasing. This helps ensure confidence in your selection and supports our fair and consistent return process.

Refund Process:


2.1 Inspection and Approval:
Upon receiving the returned item, we will conduct a thorough inspection to ensure it meets our quality standards and remains in its original condition. Please note that any changes or alterations made to the item will void the refund.

2.2 Refund Timing:
Once the inspection is completed and approved, we will process your refund within 3-5 business days. The actual timing may vary depending on your bank's transfer process.

2.3 Responsibility:
Once the refund is issued, it becomes your responsibility to check with your financial institution to ensure the successful transfer of funds. K&S and its founder cannot be held responsible for any issues that may arise after the refund is issued.

Cancellation Policy:


3.1 Ready-to-Ship/Preorder/Custom Orders:
If you wish to cancel an order before it is processed, you have the following options:

  • Cancellation within 48 hours of placing the order: A refund will be issued, minus a 7% cancellation fee deducted from the total amount. This fee covers administrative costs associated with cancellations.
  • Custom or pre-order items: Refunds can only be processed within the first 48 hours of placing the order. After this timeframe, refunds will not be issued.
  • K&S reserves the right to cancel orders if the customer can not be contacted with in 7 business days. A refund will be issued minus 7% 
  • K&S reserves the right to deny any request to cancel an order. We kindly ask that you carefully consider your purchase before placing a custom or pre-order, as refunds will not be available after the 48-hour window has passed.

3.2 Stock Pieces with Alterations:
Any alterations made to a stock piece will classify it as a custom item and will be subject to our custom return policy.

Exchanges:
Exchanges are handled on a case-by-case basis. Please contact our customer service team to discuss your exchange request.

Shipping:


4.1 Insurance:
To protect against loss, theft, or damage during shipment, we highly recommend purchasing full coverage insurance for all shipped items. While we use UPS for shipping and offer insurance options, please note that K&S is not liable for lost, stolen, or damaged items if insurance is not purchased.

4.2 International Customers:
For international customers, please be aware that you are responsible for all customs and duties related to shipping your order. K&S is not responsible for any customs or shipping costs associated with international orders.

 


Damages and Issues:
Upon receiving your order, please inspect it carefully to ensure it is in the correct condition and meets your expectations. If you find any defects, damages, or receive the wrong item, please contact us immediately. Provide us with pictures or videos of the issue, and we will evaluate it promptly. Depending on the nature of the problem, we may offer you a replacement item or a refund, provided that you have complied with our policies. Please notify us of any issues within three (3) business days of receiving your order. Failure to do so may result in a denial of your claim.

Client Interaction Policy:

We are dedicated to providing exceptional products and services in a respectful and professional manner. Our interactions with clients are guided by these principles:

  • Professional Conduct: We value courteous and constructive interactions. Clients are expected to communicate without profanity, threats, or disrespectful behavior.

  • Issue Resolution: We promptly address and resolve client issues to ensure satisfaction and effective solutions.

  • Respectful Environment: We have a zero-tolerance policy for aggressive, abusive, or disrespectful behavior. Such conduct will result in the termination of the conversation.

For more details, please read our full Client Interaction Policy.

We are committed to maintaining a positive and productive client experience while upholding the standards of professionalism and respect.


Customer Satisfaction:
At K&S, we value our customers and their satisfaction. We are committed to resolving any issues that may arise promptly and efficiently. If you have any questions or concerns regarding our return/refund policy, please contact our customer service team for assistance.

Please note that this policy is subject to change at our discretion. We encourage you to review it periodically for any updates.

Thank you for your understanding and support.

K&S Custom Wigs