Shipping + Returns Policy (Sisters United Hair)
1) Overview
At Sisters United Hair, we are committed to providing premium, medical-grade wigs with care, clarity, and transparency. Due to the intimate and medical-adjacent nature of wigs, strict hygiene and handling standards apply to all orders. Please review this Shipping + Returns Policy carefully before placing or returning an order.
2) Shipping & Processing Times
Orders are processed within 2–5 business days, excluding weekends and holidays, unless otherwise stated. Processing time does not include shipping transit time. Custom, specialty, or made-to-order items may require additional processing time, which will be communicated at purchase or confirmation.
3) Carriers, Tracking & Delivery Confirmation
All orders ship via reputable carriers and include tracking and delivery confirmation. Once an order is marked as delivered by the carrier, it is considered fulfilled. Sisters United Hair is not responsible for delays caused by carriers, weather conditions, or incorrect address information provided at checkout.
4) Address Accuracy, Refused / Return-to-Sender Packages
Customers are responsible for providing accurate shipping information. Orders returned to sender due to address errors, refusal, or failed delivery attempts are subject to return shipping costs and handling fees. Reshipment is not guaranteed.
5) Backorders / Out-of-Stock Items
If an item becomes unavailable after purchase, customers will be notified promptly and offered the option of a replacement, store credit, or refund at our discretion.
6) Returns & Exchanges — Eligibility Checklist
Return requests must be submitted within 7 calendar days of delivery. Approved returns must meet all of the following conditions:
Item is unworn, unused, and unaltered
Item is unscented and free of odors
Fibers have not been brushed, combed, styled, or manipulated
No heat, adhesive, tape, or styling products applied
Lace has not been cut, trimmed, or modified
Original tags are attached
Original packaging is returned fully intact
Items that fail inspection will be denied and returned to the customer at the customer’s expense.
7) What Counts as “Worn, Used, or Altered”
A wig is considered worn, used, or altered if any of the following occur:
Lace is cut, trimmed, tinted, or customized
Fibers show signs of brushing, styling, parting, or manipulation
Exposure to heat tools, adhesive, tape, or styling products
Presence of residue, makeup, fragrance, smoke, or odors
Any modification affecting hygiene, resale integrity, or safety
Once altered, the item becomes ineligible for return or exchange.
8) Non-Returnable / Final Sale Items
The following items are final sale and non-returnable:
Accessories, liquids, adhesives, tapes, care products
Headwear or add-on items
Clearance, promotional, or final-sale items
Custom, made-to-order, or specially sourced wigs
Gift cards or store credits
9) Restocking & Handling Fees
Approved returns are subject to a 15% restocking and handling fee, deducted prior to any refund or store credit issuance. This fee covers inspection, sanitation, and processing required for medical-grade products.
10) Cancellations & Order Changes
Orders may be canceled or modified within 24 hours of purchase, provided they have not entered processing. After 24 hours, cancellations are subject to a 15% handling fee. Orders that have shipped or entered fulfillment cannot be canceled.
11) Damaged or Defective on Arrival
Claims for damaged or defective items must be submitted within 48 hours of delivery. Customers must provide clear photos of the item, internal packaging, and shipping box. Claims submitted outside this window may be denied.
12) Refund Method & Timing
Approved refunds are issued as store credit, which is non-transferable and never expires, unless otherwise required by law or approved at our discretion. Refund processing times vary based on inspection and payment method.
13) Chargebacks & Dispute Resolution
By placing an order, customers agree to contact Sisters United Hair directly to resolve any concerns prior to filing a chargeback. Tracking records, delivery confirmation, correspondence, photos, and return inspection documentation may be provided to payment processors to resolve disputes.
14) Contact Information
For questions regarding shipping, returns, or eligibility, please contact:
sales@sistersunitedhair.com