Refund policy

Please inspect your wig carefully as soon as it arrives. Before deciding whether to keep it, do not cut or trim the lace, remove the tags, wash, colour, pluck, style, install or otherwise alter the wig.

Pre-authorisation is required

Contact Perfect Queen before sending any item back. Include your order number, the reason for the request and clear photos or video where relevant. We will provide the approved return instructions and destination after reviewing the request. Items sent without approval may be refused or may take longer to assess.

Non-defective items: exchange only

If you are not satisfied with a non-defective item, you may request an exchange within 14 working days after receiving it. We do not provide a refund for change of mind, an incorrect length or colour selection, cap-fit preference, or an item that is no longer wanted. An approved non-defective item may be exchanged for another available item, subject to inspection and any price difference.

The customer is responsible for the cost of returning the original item and the cost of delivering the replacement item. A 10% handling fee applies to approved non-defective exchanges. The replacement will be dispatched only after the returned item passes inspection and all applicable handling, delivery and price-difference amounts have been paid.

Shipping cost responsibility

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Exchange condition requirements

To qualify for a non-defective exchange, the item must be unworn, unused, unwashed, uninstalled and unaltered; the lace must be completely uncut; no glue, make-up, dye, oil, spray or other product may have been applied; and all original tags, ties, hygiene seals, accessories and packaging must be complete and undamaged. A brief fit check is permitted only while wearing a clean wig cap and keeping the lace, tags and packaging intact.

We may refuse an exchange if the item has an odour, shows wear or handling beyond a careful fit check, or is not in resalable condition.

Sale and final-sale items

Sale, clearance and items clearly marked final sale are not eligible for a voluntary return or exchange. This does not limit any right or remedy that cannot lawfully be excluded.

Incorrect, damaged or defective items

If you receive the wrong item, or an item that arrives damaged, defective or not as described, please contact us promptly and, where possible, within 14 working days of delivery. Stop using or altering the item while the issue is assessed. The 14-working-day reporting request helps us investigate quickly and does not reduce any statutory right or warranty period that applies under South African consumer law.

Where the issue is confirmed as our error or an eligible defect, Perfect Queen will cover the reasonable return and replacement delivery costs. The available remedy will be provided in accordance with applicable South African consumer law and may include repair, replacement or refund. Approved refunds are issued to the original payment method.

Statutory consumer rights

This policy does not exclude or limit any consumer right that cannot lawfully be excluded. Where South African law requires us to accept a cancellation or return, including where section 44 of the Electronic Communications and Transactions Act applies and no statutory exception applies, we will honour that right. The customer is responsible for the direct return cost to the extent permitted by law.