Refund policy

Returns and refunds

You have 30 days from delivery to return a unit for a full refund, provided it is uninstalled, with the lace uncut, in its original packaging with tags attached, and not washed, dyed, cut or restyled.

Once lace has been cut or adhesive has touched a unit it cannot be resold for hygiene reasons, so it cannot be returned. This is standard across the wig industry, and it is exactly why our glueless range ships with the lace pre-cut — you can try it on, and if it is not right it goes back.

If the unit is not as described

Wrong length, wrong density, wrong lace grade or wrong texture: we refund it in full including return shipping, whether or not you have installed it. Email a photo and we will sort it out.

How to start a return

Email returns@jenluxhair.com with your order number and the reason for the return. We will send a return label and instructions. Refunds are processed within 5 business days of the unit arriving back with us, to the original payment method. Depending on your bank or card issuer it may take a further 5–10 business days to appear on your statement.

Exchanges

We process exchanges as a refund plus a new order, which is faster than a swap.

Damaged or incorrect items

Inspect your order on arrival and contact us immediately if the item is defective, damaged or not what you ordered, so we can evaluate the issue and make it right.