Refund / Return Policy

DIVINE LACESS

Hair Extensions & Wigs Store

www.divinelacess.com

REFUND & RETURN POLICY

Effective Date: 29 March 2026

At DIVINE LACESS, your satisfaction is our priority. We want you to love every product you receive. If for any reason you are not completely satisfied with your purchase, please read our Refund & Return Policy carefully.

Important: Returns must be requested within 14 days of us receiving your parcel back at our warehouse.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The return request must be made within 14 days of DIVINE LACESS receiving the returned parcel

• The item must be unused, unworn, and in its original condition

• The item must be in its original packaging with all tags and accessories intact

• Proof of purchase (order confirmation or receipt) must be provided

• The item must not have been washed, styled, cut, or chemically treated

Please Note:

• For hygiene reasons, wigs and hair extensions that have been worn, used, or had their packaging opened may not be eligible for return

• Items marked as Final Sale or Non-Returnable at the time of purchase cannot be returned

• Custom or personalised orders are non-refundable

2. How to Request a Return

To initiate a return, please follow these steps:

• Step 1: Contact us at contact@divinelacess.com within your return window, quoting your order number and reason for return

• Step 2: Wait for our team to review and approve your return request — we aim to respond within 2 business days

• Step 3: Once approved, securely pack your item and send it to our returns address provided in the approval email

• Step 4: Share your return tracking number with us via email so we can monitor the parcel

• Step 5: Once we receive and inspect your parcel, we will process your refund or exchange within 14 days

3. Return Shipping Costs

The customer is responsible for all return shipping costs unless the item received was faulty, damaged, or incorrect.

We strongly recommend using a tracked and insured shipping service for your return. DIVINE LACESS is not responsible for returns that are lost or damaged in transit.

Original shipping charges are non-refundable unless the return is due to our error (e.g. wrong item sent, damaged product).

4. Refunds

4.1 Refund Process

Once we receive and inspect your returned item, we will notify you by email of the outcome of your refund request.

If approved, your refund will be processed to your original payment method within 14 business days of us receiving the parcel. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

4.2 Partial Refunds

In some circumstances, only a partial refund may be granted:

• Items returned with signs of use, wear, or missing original packaging

• Items returned outside the 14-day return window at our discretion

• Items with missing accessories or tags

4.3 Non-Refundable Items

The following items are not eligible for a refund:

• Wigs or hair extensions that have been worn, washed, styled, cut, or chemically treated

• Items marked as Final Sale at the time of purchase

• Custom or personalised orders

• Downloadable or digital products

• Gift cards

5. Exchanges

We offer exchanges for items that are faulty, damaged upon arrival, or if the wrong item was sent to you. If you would like to exchange an item for a different product or size, please contact us at contact@divinelacess.com within 14 days of receiving your order.

Exchanges are subject to product availability. If the requested item is out of stock, we will offer a refund or store credit instead.

6. Faulty or Damaged Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery at contact@divinelacess.com with:

• Your order number

• A clear description of the fault or damage

• Photographs of the damaged or faulty item and packaging

We will arrange a free return, replacement, or full refund as appropriate. Faulty or damaged item claims submitted after 48 hours of delivery may not be accepted.

7. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us immediately at contact@divinelacess.com with your order number and a photograph of the item received. We will arrange a free return and send the correct item at no additional cost, or issue a full refund if the item is no longer available.