Last Updated: 7 August 2026

Return on Time. Return with Care.

HairCity rental wigs remain the property of HairCity throughout the rental period and must be returned in accordance with the booking terms.

This Rental Returns Policy explains how rental wigs should be returned, what happens after return, how late returns are handled, and how the condition of the wig may affect your refundable security deposit.

This policy should be read together with HairCity’s Wig Rental Terms & Conditions, Rental Care Guide, Deposits Policy and Rental Pricing information.

When Must I Return My Rental Wig?

Your rental wig must be returned by the agreed return date shown in your booking or rental confirmation.

Please check the return date carefully when completing your booking.

Returning on time is important because the same wig may already be reserved for another customer.

What Time Must the Wig Be Returned?

Where a specific return time applies, it will be stated in your booking or return instructions.

If only a return date is provided, follow the return method and timing communicated by HairCity.

If you are unsure, contact HairCity before the return date.

How Do I Return My Rental Wig?

Follow the return instructions provided for your booking.

Depending on the arrangements available, your wig may be returned by:

  • Approved courier or delivery service
  • Collection arrangement
  • In-person return
  • Another method specifically confirmed by HairCity

Please do not send the rental wig using an unapproved method without first confirming the return arrangements.

What Must Be Returned?

Please return:

  • The rental wig
  • Any accessories supplied as part of the rental
  • Any reusable packaging or storage items identified as returnable
  • Any other items listed in your booking or return instructions

Missing items may result in applicable replacement charges or security-deposit deductions.

Do I Need to Wash the Wig Before Returning It?

Generally, no.

HairCity handles the professional cleaning, sanitization and preparation of rental wigs after return.

Please do not wash, bleach, chemically treat or aggressively clean the wig unless HairCity has specifically instructed you to do so.

Improper cleaning can cause unnecessary damage.

Do I Need to Restyle the Wig Before Returning It?

No.

You do not need to return the wig looking exactly as it did when you received it.

The wig has been worn, and reasonable changes to the style are expected.

HairCity will professionally prepare the wig after return.

What matters is that the wig has been treated responsibly and has not suffered significant damage or unauthorized alteration.

Please Do Not Repair Damage Yourself

If the wig has been damaged, do not attempt major repairs before returning it.

Please avoid:

  • Cutting damaged areas
  • Gluing torn lace
  • Sewing the cap
  • Removing hair
  • Applying strong chemicals
  • Attempting permanent restoration

Contact HairCity instead.

Unauthorized repairs can make the damage worse and may affect the return assessment.

Packaging Your Rental for Return

Before returning the wig:

  • Gently arrange the hair.
  • Avoid aggressive brushing.
  • Protect the lace from crushing.
  • Place the wig in the appropriate packaging where supplied.
  • Include all required rental items.
  • Package everything securely for transport.

If the return is being sent by courier, make sure the package is properly sealed and protected.

What Happens After HairCity Receives the Wig?

Every returned rental wig is inspected before the booking is fully closed.

HairCity may assess:

  • Wig identity
  • Hair condition
  • Lace condition
  • Cap condition
  • Signs of unauthorized alterations
  • Missing accessories or supplied items
  • Excessive contamination
  • Evidence of avoidable damage
  • Return timing
  • Outstanding rental or extension charges

The inspection helps determine whether the rental has been completed satisfactorily and whether the refundable security deposit can be released.

What Is Considered Normal Wear?

Rental wigs are intended to be worn.

Minor changes resulting from reasonable use should not automatically be treated as damage.

Examples may include:

  • Loss of the original styling
  • Minor tangling
  • Normal movement of the hair
  • Light product residue consistent with normal wear
  • Other reasonable signs of temporary use

HairCity aims to distinguish ordinary wear from significant damage, neglect or unauthorized alteration.

What May Be Considered Damage?

Depending on the circumstances, damage may include:

  • Torn or significantly damaged lace
  • Unauthorized lace cutting
  • Unauthorized haircutting
  • Burnt or heat-damaged hair
  • Bleaching
  • Colouring
  • Chemical processing
  • Severe avoidable matting
  • Significant shedding caused by misuse
  • Permanent staining
  • Damaged cap construction
  • Unauthorized repairs
  • Missing hair caused by cutting or alteration
  • Other damage beyond reasonable wear

Where damage is identified, HairCity will assess the nature and extent of the issue.

What Happens If the Wig Is Damaged?

Damage beyond reasonable wear may result in:

  • A security-deposit deduction
  • Repair charges
  • Restoration charges
  • Replacement charges
  • Other applicable amounts under the rental agreement

The amount will depend on the extent of the damage and whether the wig can reasonably be restored.

Where appropriate, HairCity will communicate the reason for the charge or deduction.

What Happens If the Wig Is Damaged Beyond Repair?

If the rental wig is damaged beyond economical repair, the customer may be responsible for the applicable replacement value in accordance with the rental agreement.

The refundable security deposit may be applied toward the amount due.

If the amount owed exceeds the deposit, the remaining balance may still be payable.

What Happens If the Wig Is Lost?

If the rental wig is lost, not returned or otherwise cannot be recovered, the customer may be responsible for the applicable replacement value and any other charges provided for under the rental terms.

Contact HairCity immediately if a wig is lost or stolen.

What Happens If Accessories Are Missing?

Any accessory or item identified as part of the rental should be returned with the wig.

Where an item is missing, HairCity may charge the applicable replacement cost or deduct the amount from the refundable security deposit where permitted.

Late Returns

Rental wigs must be returned by the agreed date.

Late returns can cause serious problems because the wig may already be reserved for another customer.

A late return may result in additional charges under HairCity’s rental terms.

What Should I Do If I Know I Will Be Late?

Contact HairCity before the return deadline wherever possible.

Do not simply keep the wig beyond the agreed rental period.

Where an extension is available, HairCity may approve additional rental time and advise you of the applicable charge.

Does Paying a Late Charge Automatically Extend My Rental?

No.

An extension must be approved by HairCity.

The wig may already be committed to another customer, so late-return charges do not automatically create a new rental period.

Can I Extend My Rental Instead of Returning It?

Possibly.

An extension may be approved if:

  • The wig has not already been reserved for another customer.
  • HairCity approves the request.
  • Any additional rental charge is accepted and paid.

You should request an extension before the original return date.

What Happens If I Return the Wig Early?

You are welcome to return the wig before the scheduled return date.

However, returning early does not automatically mean that part of the rental fee will be refunded because the wig was reserved for your booking period.

Any exception will be subject to the applicable rental terms.

Missed Courier or Collection Returns

Where HairCity has arranged a return courier or collection, please make sure the wig is ready and available as instructed.

A failed return collection caused by customer unavailability, incorrect details or failure to prepare the package may result in:

  • Redelivery or recollection arrangements
  • Additional delivery charges
  • Late-return charges where applicable

Contact HairCity immediately if a planned return cannot be completed.

When Is a Rental Considered Returned?

A rental is generally considered returned once the wig has been received by HairCity or by the approved return channel in accordance with the agreed instructions.

Simply arranging a courier does not necessarily close the rental if the wig has not yet been properly handed over or received.

Where relevant, retain proof of return or courier documentation until HairCity confirms receipt.

Security Deposit Refund

The security deposit is separate from the rental fee.

After the wig is returned, HairCity will complete the applicable return assessment.

If:

  • The wig is returned on time
  • The wig is in acceptable condition
  • No unauthorized alterations are identified
  • All required rental items are returned
  • There are no outstanding rental charges

the applicable refundable security deposit can be processed.

When Will My Security Deposit Be Refunded?

Deposit refunds are processed after the returned wig has been received and assessed.

The time required for the funds to reflect may depend on:

  • Payment method
  • Bank
  • Card issuer
  • Mobile money provider
  • Payment processor
  • Other financial-system processing times

Please refer to HairCity’s Deposits Policy for additional information.

Can HairCity Deduct Money from My Deposit?

Where permitted under the rental agreement, deductions may be made for matters such as:

  • Late-return charges
  • Damage beyond reasonable wear
  • Missing rental items
  • Unauthorized alterations
  • Restoration costs
  • Replacement costs
  • Loss or failure to return the wig
  • Other outstanding rental charges

HairCity aims to apply deductions reasonably and communicate the basis for them.

What If I Disagree with a Return Assessment?

If you believe a deduction or charge has been applied incorrectly, contact HairCity promptly.

Please provide:

  • Your booking or order number
  • Details of the issue
  • Any relevant photographs
  • Any other information that may help us review the matter

HairCity will review the available information and respond according to the applicable rental terms.

What If the Wig Was Already Damaged When I Received It?

Please inspect your rental wig promptly after receiving or collecting it.

If you notice any existing damage or unusual condition, contact HairCity as soon as possible and, where practical, provide photographs.

Reporting an issue promptly helps distinguish a pre-existing condition from damage occurring during the rental period.

What If Something Happens During My Rental?

Accidents can happen.

If the wig is damaged, stained, exposed to excessive water, lost, stolen or otherwise affected during your booking:

Contact HairCity as soon as possible.

Do not wait until the return date if the issue may require guidance.

Early communication can help prevent additional damage.

Do I Need to Report Minor Wear?

You do not need to report every minor sign of normal use.

However, if something significant occurs—such as torn lace, severe tangling, a major spill, heat damage, loss or another serious issue—please contact HairCity promptly.

Returning a Rental Used for an Event

If your rental was for a wedding, graduation, birthday, photoshoot or another event, the same return rules apply.

Please plan the return before the event so that you already know:

  • When the wig is due
  • How it will be returned
  • Who will handle the return
  • Whether a courier or collection is involved

Planning ahead reduces the risk of an accidental late return.

Travelling with a Rental Wig

If you travel with your rental wig, you remain responsible for returning it by the agreed date.

Please allow sufficient time for:

  • Travel delays
  • Courier delays
  • Public holidays
  • Other logistical issues

If international travel has been approved, make sure the return arrangements remain practical before leaving Zimbabwe.

Rental Return Checklist

Before returning your wig, confirm that:

Please Do

  • Return it by the agreed date.
  • Include all supplied rental items.
  • Package it securely.
  • Protect the lace.
  • Remove personal accessories.
  • Follow the HairCity return instructions.
  • Keep proof of courier return where applicable.
  • Contact HairCity if anything has gone wrong.

Please Do Not

  • Wash it unless instructed.
  • Cut the hair.
  • Cut the lace.
  • Colour or bleach it.
  • Chemically treat it.
  • Attempt major repairs.
  • Hide damage.
  • Keep the wig beyond the rental period without approval.

Rental Return vs Retail Return

These are different.

Rental Return

You are returning HairCity property at the end of the agreed rental period.

The rental fee is payment for temporary use of the wig.

Retail Return

You are asking to return a wig that you purchased.

Retail returns are handled under HairCity’s Refund & Returns Policy and applicable consumer law.

The two processes should not be confused.

Need Help with Your Return?

If you are unsure about your return date, return method, extension request, damage, missing items or deposit refund, contact HairCity WhatsApp Support.

For faster assistance, please provide:

  • Your name
  • Order or booking number
  • Scheduled return date
  • A short explanation of the issue
  • Photographs where relevant

We will help you understand the next step.

Return Responsibly. Rent Again with Confidence.

HairCity’s rental service works because every customer plays a part in caring for the collection.

Return your wig on time, in reasonable condition and with all supplied items, and we’ll take care of the professional cleaning, sanitization and preparation for its next booking.

Wear it. Enjoy it. Return it with care.

HairCity
Premium Human Hair. Beautifully You.

This Rental Returns Policy should be read together with HairCity’s Wig Rental Terms & Conditions, Rental Care Guide, Deposits Policy, Rental Pricing and How Wig Rental Works page. Specific return dates, charges and conditions confirmed for an individual booking take precedence over general information provided on this page where applicable.