If you have any further questions/concerns, please check our FAQs page or email us newwavehairco@gmail.com!

RETURN AND REFUND POLICY

Eligible Products:
Items must be in the same condition as when received (unaltered, unworn, undamaged, with no signs of wear, styling products, or odor).

Item(s) should be returned within 2 days from the date of order arrival (the day the item reached your shipping address).

To initiate a return, please click here or reach out to us at newwavehairco@gmail.com. Upon authorization of your return, we'll provide you with instructions on where and how to send your package. Returns made without prior authorization will not be accepted. If you contact us outside of business hours, please allow up to 24 hours for a response. Additionally, all gifted items, such as wig grips, MUST be returned.

Feel free to get in touch with us for any return-related inquiries at newwavehairco@gmail.com.


Damages and Issues:
Please carefully inspect your order upon receipt. If the item is defective, damaged, or if you receive an incorrect item, please contact us immediately so that we can address the issue promptly.

Exceptions / Non-returnable Items:
Ineligible Products:
- The frontal lace has been cut or damaged
- The item was worn or treated with hair styling products
- The item has been altered, or its original condition has been changed
- Custom orders, accessories, or additional services
- ANY PRODUCTS PURCHASED WITH SEZZLE, ShopPay, or any other Payment plans
- Any discounted or sale item

Regrettably, we cannot accept returns for items purchased through the Sezzle Payment Plan, ShopPay, sale items, accessories, or gift cards.


Cancellations:

Cancellations will incur a processing fee of 5% of the total order. They must be requested via email to newwavehairco@gmail.com prior to shipment. If the item has already been shipped, a flat restocking fee of $150 per wig will apply. Please note that cancellation requests cannot be applied to SEZZLE or ShopPay installment plans.


Refunds:

Refunds will be credited to your original payment method. A restocking fee of $150 will be deducted from all monetary refunds.

The buyer is responsible for the return shipping cost. We will provide a discounted shipping label.

Refunds are typically processed within 5 to 7 business days after we receive your return. Please allow an additional 7 business days for the refund to reflect on your bank statement. Please be aware that any delays in processing the refund may be attributed to your financial institution.

Build A Wig Orders

 *All Build your own wig items are not eligible for a return, exchange or refund due to customization. However, if you receive your wig and do not feel it will work for you, we offer a resale service on our website. Send Lauren an email at Newwavehairco@gmail.com requesting that you would like to send the wig to us for resale. We will not accept any resales without prior authorization. We will take photos of your piece, list it on the website and show the piece on social media in the attempts to get it sold for you. Please note, you will be responsible for shipping the piece to us, fully insured at your cost and once the piece is sold, we will deduct the shipping costs to the purchaser from your payout.

*New Wave is not responsible for lost or stolen packages once we have shipped your piece to you. We fully insure every piece and will work with the shipping company to locate your package or refund you if it cannot be located. Shipping companies have their own policies and timelines of when a claim can be filed, so we adhere to their policies. We will stay in communication with you throughout this process and do everything we can to locate your package or get you a refund. We appreciate your patience and understanding.

*We carefully inspect and photograph each piece upon receiving from the vendor. We will reach out to you if there is an issue and we need to return, and /or exchange your wig to the vendor. We will work with the vendor to rectify these issues, but we are ultimately not responsible for the delay to the timeline that we quoted you. These are issues beyond our control and we appreciate your patience and understanding.

*Upon receiving your piece, please take the time to carefully inspect your piece. If you feel there are quality issues with the piece please contact us immediately so that we can address the issue promptly. Until you have established there are no quality issues, your piece should not be altered in any way.

*New Wave is not responsible for your wrong cap size or color choices.

**Please note all build a wig pieces have factory colored bases. This means that no pieces can be lightened with an add on in any way unless it is a “Monica” which is Virgin Black piece.This is extremely important to note. We can add color, or darken any piece but they cannot be lightened by us. For example if you choose a medium brown piece with no highlights and are hoping to have highlights added by us, this cannot be done. However, you can choose a piece that has highlights that you may feel are a bit too light, and you can have us tone down the highlights with a darker color with an add on.