Refund policy

Refund Policy

We want you to feel confident when you order from Bellace. If your wig is not right for you, you can return it under the conditions below. Please read this policy carefully. It forms part of the agreement you accept when you place an order, together with our Terms of Service, Shipping Policy and Privacy Policy.

1. Return period
You can request a return within 30 days after your order was delivered. Please contact us before you send anything back.

2. What can be returned
To be eligible for a return, all of these conditions must be met:

  • The wig is unworn and unwashed, and free from fragrance, smoke, makeup, skin products and hair products.
  • The wig comes back in its original condition and packaging, with all tags and any included items.
  • The wig is undamaged. Damage caused by misuse, negligence or improper handling is not accepted.
  • You may try the wig on gently to check the fit and the look. Wearing it out, sleeping in it or styling it is not allowed.

3. What cannot be returned
Wigs are hygiene-sensitive products. For this reason we cannot accept:

  • Wigs that have been worn, washed, styled, cut, coloured, bleached or altered in any way.
  • Wigs with signs of use, such as makeup, odour, hair products or shed hair beyond normal handling.
  • Returns requested more than 30 days after delivery.
  • Items damaged through misuse or improper handling.
  • Orders where several sizes or colours were bought with the intention of returning most of them.

We may refuse a return that does not meet these conditions. If we do, we explain why by email.

4. How to return

  1. Email info@bellacehair.com with your order number and the reason for your return. If an item is damaged, add a photo.
  2. We reply within 24 hours. If your return is approved, we send you the correct return address and instructions.
  3. Pack the wig safely in its original packaging and ship it with a tracked service.

Please do not send anything back to the sender address on the package. Returns sent without approval or to the wrong address cannot be processed.

5. Return shipping

  • You pay the return shipping costs.
  • Original shipping is free, so there is nothing to refund there. Return shipping is not refunded.
  • We strongly recommend a tracked service. We cannot help with a return that is lost on its way back to us.

6. Refunds

  • When we receive your return, we check it and email you to say whether it is approved or declined.
  • Approved refunds are paid to your original payment method within 3 to 5 business days. Your bank or card provider may need extra time to show it.
  • If you have not received your refund after that time, please check your bank or card account first, then contact your payment provider. If it is still missing, email us.

7. Exchanges
Instead of a refund, you can choose to exchange your wig for another size or colour, depending on availability. We send your new wig at no extra shipping cost. Please follow the same return steps and say that you want an exchange.

8. Damaged, defective or wrong items

  • If your order arrives damaged, defective or not what you ordered, email us within 14 days of delivery, with photos.
  • We send you a replacement at no extra cost, including shipping. If no replacement is available, we refund you.
  • If the replacement has the same problem, we refund you in full.
  • You do not pay return shipping for a damaged, defective or wrong item. We tell you how to send it back.

9. Cancellations

  • Orders are processed quickly and mostly automatically.
  • You can cancel or change your order within 24 hours of buying it.
  • After 24 hours, your order may already be in preparation or on its way, and it can no longer be cancelled. Please wait for delivery and, if you wish, return it under this policy.
  • We cannot recall a package while it is in transit.

10. Refused or unclaimed packages
If you refuse a package or do not collect it, it returns to us. After we receive it, we refund your order minus the return shipping cost. Please contact us before you refuse a package, so we can help you first.

11. Customs, duties and taxes
Your price includes all import duties, customs fees and taxes, so there is nothing extra to pay on delivery. If a carrier asks you for payment, please do not pay and email us right away.

12. Payment disputes
If you have a problem with your order, please contact us first. We solve most problems within a day. If you still want to open a dispute with your bank or payment provider, we answer their questions and give them the information they ask for.

13. Changes to this policy
We may update this policy. The version on our website when you place your order applies to your order.

14. Need help?
Email us at info@bellacehair.com. We reply within 24 hours, also on weekends.