Refund & Returns Policy

Last Updated: 7 August 2026

Shop with Confidence at HairCity

At HairCity, we want you to be happy with your purchase and confident when shopping with us.

We take care to accurately describe our products, prepare orders correctly and provide clear information before you buy or rent.

We also understand that occasionally something may go wrong or an order may need to be returned.

This Refund & Returns Policy explains how HairCity handles returns, exchanges, cancellations and refunds for retail wigs, rental wigs and HairCity services.

Nothing in this policy is intended to exclude, restrict or replace any rights you may have under applicable Zimbabwean consumer protection law.

Retail Wig Purchases

Can I Return a Wig I Purchased?

Return eligibility depends on the circumstances of the purchase, the reason for the return, the condition of the wig and your applicable consumer rights.

If you would like to return a purchased wig, please contact HairCity as soon as possible after receiving it.

Where applicable, we may ask you to provide:

  • Your order number
  • The reason for the return
  • Photographs of the wig
  • Photographs of the packaging
  • Details of any problem identified

Please do not alter the wig while a return request is being assessed.

Inspect Your Wig Before Wearing or Altering It

We strongly recommend inspecting your wig carefully as soon as you receive it.

Before cutting the lace, wearing the wig extensively, colouring it, bleaching it, washing it, applying products, chemically treating it or making any other permanent alteration, please check that:

  • You received the correct wig.
  • The length and other specifications correspond with your order.
  • The colour is correct.
  • The lace construction is correct.
  • There is no apparent defect or damage.
  • You are otherwise satisfied with the product.

If you believe something is wrong, contact HairCity promptly.

Making significant alterations to a wig may affect whether it can reasonably be returned or restocked, subject always to your rights under applicable law.

Change-of-Mind Returns

If you change your mind about a retail wig, please contact HairCity promptly so that we can determine the return options applicable to your transaction.

For hygiene, quality-control and resale reasons, the condition of a wig is particularly important when assessing a change-of-mind return.

Where legally permissible, HairCity may require a change-of-mind return to be:

  • Unworn
  • Unwashed
  • Unaltered
  • Uncut
  • Uncoloured
  • Free from styling products
  • Free from adhesive
  • Free from odours or contamination
  • Accompanied by applicable original packaging, tags and accessories
  • Otherwise in a condition suitable for assessment and, where appropriate, resale

Different rules may apply where a product is defective, incorrectly supplied, materially different from its description or otherwise subject to a statutory return right.

Lace Must Be Treated Carefully

Please inspect lace wigs particularly carefully before making alterations.

Cutting or substantially altering the lace changes the product and may affect HairCity's ability to accept a change-of-mind return.

If you believe your wig is defective or incorrect, contact HairCity before cutting the lace wherever reasonably possible.

Defective or Damaged Products

HairCity takes product quality seriously.

If you believe a purchased wig was supplied with a defect, contact us as soon as reasonably possible after discovering the problem.

Please provide your order number and a clear description of the issue.

We may request photographs, video or physical inspection of the wig to help establish the nature of the problem.

Where the product does not satisfy applicable quality standards, HairCity will provide the remedy required under applicable consumer protection law, which may include repair, replacement or refund, depending on the circumstances.

Incorrect Products

If HairCity sends you a product different from the one you ordered, please contact us promptly.

Do not wear, cut, colour or otherwise alter the incorrect wig.

Once the issue has been verified, we will arrange an appropriate solution, which may include replacement with the correct product or a refund where applicable.

Where the error was HairCity's, we will handle applicable return arrangements in accordance with your legal rights.

Product Not as Described

We make reasonable efforts to ensure that product titles, descriptions, specifications and photographs accurately represent our products.

If you believe the wig you received materially differs from the product you ordered, please contact HairCity promptly with your order details and information about the difference.

We will review the matter and provide an appropriate remedy where required.

Natural Variations in Human Hair

Human hair is a natural product, and reasonable variations can occur between individual wigs.

Minor variations in areas such as:

  • Colour tone
  • Texture
  • Curl or wave pattern
  • Hair movement
  • Appearance under different lighting
  • Styling
  • Exact strand characteristics

do not necessarily indicate a defect.

Product photographs may also appear slightly different depending on lighting, styling and screen settings.

This does not affect your rights where a product materially fails to match its description or applicable quality requirements.

Altered, Coloured or Customized Wigs

Please choose carefully before permanently altering your wig.

A wig that has been:

  • Cut
  • Permanently restyled
  • Coloured
  • Bleached
  • Chemically treated
  • Significantly customized
  • Permanently modified

may not be eligible for a change-of-mind return where the alteration prevents the product from being restored to its original condition.

This does not remove any statutory rights that may apply where the goods were defective or otherwise failed to comply with applicable consumer protection requirements.

Customized & Personalized Orders

Products made, altered or customized specifically to a customer's requirements may be subject to different cancellation and return conditions.

This may include certain:

  • Custom colouring
  • Custom cutting
  • Personalized styling
  • Special modifications
  • Special-order products

Any special conditions should be communicated before the customization is confirmed.

Your statutory rights concerning defective or improperly supplied goods remain unaffected.

Online Orders & Cancellation Rights

Orders placed through the HairCity website are electronic transactions and may be subject to cancellation or cooling-off rights provided by applicable Zimbabwean law.

Where a statutory cooling-off right applies, HairCity will honour that right in accordance with the applicable requirements, including the relevant cancellation period and rules regarding return costs and refunds.

Certain transactions or products may be excluded from particular cancellation rights where an applicable legal exception applies.

How to Request a Retail Return

To request a return:

1. Contact HairCity

Contact HairCity Support and provide your order number.

2. Explain the Reason

Tell us whether the request concerns:

  • Change of mind
  • Incorrect product
  • Defect
  • Damage
  • Product description
  • Another issue

3. Provide Supporting Information

Where appropriate, we may request photographs or other information.

4. Wait for Return Instructions

Where a physical return is required, HairCity will provide the applicable return instructions.

5. Return the Product

Package the wig securely and return it according to the instructions provided.

Please do not send a product to an address without first confirming the correct return arrangements with HairCity.

Return Inspection

Returned retail products may be inspected before a refund or exchange is completed.

Depending on the nature of the return, we may assess:

  • Product identity
  • Hair condition
  • Lace condition
  • Cap construction
  • Tags
  • Packaging
  • Accessories
  • Evidence of wear
  • Alterations
  • Product build-up
  • Damage
  • The issue reported by the customer

The purpose of the inspection is to determine the appropriate resolution and does not override any applicable statutory consumer right.

Exchanges

Where appropriate, an eligible return may be exchanged for another available product.

If the replacement product costs more than the original, you may be required to pay the difference.

If it costs less, the applicable difference will be handled according to the agreed exchange or refund arrangement.

Product availability cannot be guaranteed until the exchange is processed.

Refunds

Where a refund is approved or required, HairCity will process the applicable refund using an appropriate method.

Where practicable, refunds may be returned using the original payment method.

Processing time can depend on:

  • Payment method
  • Bank
  • Card issuer
  • Mobile money provider
  • Payment processor
  • Nature of the refund

Once HairCity has processed a refund, additional time may be required before the funds appear in your account.

Paynow Refunds

Where an eligible transaction was paid through Paynow, an applicable refund may be processed through the appropriate payment or refund procedure available for that transaction.

The time required for the funds to reflect may depend on Paynow, the customer's bank, card issuer or mobile money provider.

HairCity does not control processing delays within third-party financial systems after an applicable refund has been submitted.

Bank Transfer Refunds

Where payment was made by direct bank transfer, HairCity may request appropriate banking information necessary to process an approved refund.

For security purposes, we may verify the customer and order information before issuing payment.

Never send your online banking password, PIN or other confidential banking credentials to HairCity.

Original Delivery Charges

Whether original delivery charges are refundable depends on the reason for the return and applicable consumer law.

Where HairCity supplied defective, incorrect or otherwise non-compliant goods, delivery and return costs will be handled in accordance with applicable legal requirements.

For an eligible change-of-mind return, the customer may be responsible for applicable direct return costs where permitted by law.

Return Delivery Costs

Responsibility for return delivery depends on why the product is being returned.

HairCity Error or Qualifying Product Problem

Where HairCity supplied an incorrect product or the goods qualify for a return because of a defect or other legally recognised problem, HairCity will handle return costs as required by applicable law.

Change of Mind

Where the return is simply because you changed your mind, direct return costs may be your responsibility where permitted by law.

HairCity will advise you of the applicable arrangements when your return request is assessed.

Rental Wig Returns

Rental wigs operate differently from retail returns.

A rental wig remains HairCity property and must be returned at the end of the agreed rental period.

Returning a rental wig at the end of your booking is therefore not the same as returning a purchased product for a refund.

The rental fee is payment for use of the wig during the agreed rental period.

Rental Cancellations

If you need to cancel a rental booking before it begins, contact HairCity as soon as possible.

Cancellation and refund eligibility may depend on:

  • When the cancellation is made
  • Whether the rental period has started
  • Whether the wig has already been prepared
  • Whether additional services have already been performed
  • The applicable rental agreement
  • Any statutory cancellation rights

Specific rental cancellation conditions should be read together with HairCity's Wig Rental Terms & Conditions.

Rental Security Deposit Refunds

The refundable security deposit is separate from the rental fee.

After a rental wig is returned, HairCity will assess:

  • Wig condition
  • Hair condition
  • Lace condition
  • Cap condition
  • Whether all supplied items were returned
  • Whether unauthorized alterations occurred
  • Whether the wig was returned on time
  • Whether there are outstanding rental charges

If everything is satisfactory and no amounts remain due, the applicable security deposit will be processed for refund.

Please refer to our Deposits Policy for more information.

Rental Deposit Deductions

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

  • Damage beyond reasonable wear
  • Unauthorized alterations
  • Missing items
  • Significant lace damage
  • Late return charges
  • Excessive contamination
  • Loss
  • Failure to return the wig

HairCity aims to assess rental returns fairly and distinguish ordinary use from significant damage or misuse.

Where a deduction is made, the applicable reason and amount should be communicated to the customer.

HairCity Service Cancellations

HairCity also provides services such as:

  • Wig Consultations
  • Wig Installation
  • Wig Styling
  • Wig Washing
  • Wig Revamp
  • Other related wig services

If you need to cancel or reschedule an appointment, please contact us as early as possible.

Any cancellation charge, booking-payment treatment or refund entitlement will depend on the service, notice provided, work already performed and applicable booking terms and consumer law.

Problems with a HairCity Service

If you believe a HairCity service was not provided with the quality or standard reasonably expected, please contact us promptly.

Give us an opportunity to understand the issue and, where appropriate, inspect the wig or service result.

Depending on the circumstances and applicable consumer rights, an appropriate remedy may include correcting or re-performing the service or another legally appropriate resolution.

Sale & Promotional Items

Sale or promotional pricing does not remove a customer's statutory rights.

Where permitted, eligibility for discretionary change-of-mind returns may be subject to the terms of the relevant promotion.

If a discounted product is defective, incorrect or otherwise subject to statutory consumer remedies, the fact that it was purchased on promotion does not by itself remove those rights.

Gift Cards, Vouchers & Store Credit

Where HairCity introduces gift cards, vouchers or store credit, separate validity and redemption conditions may apply.

Those conditions will be communicated with the relevant product or promotion.

Refunds Are Not the Same as Rental Deposits

For clarity:

Retail Refund
Money returned following an eligible cancellation, return or other applicable remedy relating to a purchase.

Rental Security Deposit Refund
Return of security held during a wig rental after the wig has been returned and assessed.

Rental Fee
Payment for the use of a rental wig during the agreed rental period and is treated according to the applicable rental and cancellation terms.

These should not be confused with one another.

Received the Wrong Wig or Found a Problem?

The most important thing is to contact us before making permanent changes to the wig wherever reasonably possible.

Please:

  1. Stop using or altering the product where appropriate.
  2. Take clear photographs.
  3. Keep the original packaging and supplied items.
  4. Locate your order number.
  5. Contact HairCity Support.

We'll review the matter and advise you on the next step.

How to Contact Us About a Return

For return, refund or exchange enquiries, contact HairCity Support.

Please provide:

  • Your name
  • Order number
  • Product concerned
  • Reason for contacting us
  • Photographs where relevant

Providing complete information helps us assess your request more efficiently.

Fair Returns. Clear Communication.

HairCity believes a good returns policy should protect both the customer and the integrity of our products.

We ask customers to inspect wigs carefully and treat products responsibly.

In return, we commit to handling genuine problems fairly, communicating clearly and respecting the consumer rights that apply to your transaction.

Need Help?

If you're unsure whether your purchase qualifies for a return, exchange or refund, please contact HairCity Support before sending the product back.

We'll review your order and explain the applicable options.

HairCity
Premium Human Hair. Beautifully You.

This Refund & Returns Policy should be read together with HairCity's Terms & Conditions, Wig Rental Terms & Conditions, Deposits Policy, Delivery Information and other applicable transaction terms. Nothing in this policy is intended to waive, exclude or restrict a consumer right or remedy that cannot lawfully be excluded under applicable Zimbabwean law.