Refund policy

RETURNS & REFUND POLICY

Last updated: September 2026

At Wow Glama, we want you to be happy with your purchase. If you change your mind about an eligible item, or if there is a problem with your order, please read the policy below.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

For eligible standard products purchased online, you have the right to cancel your order and request a return within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations 2013.

After notifying us that you wish to cancel, you must return the item within 14 days.

Returned items must be:

Unused and unworn
In their original condition
Free from cutting, colouring, bleaching, washing, styling or other alterations
Returned with the original packaging, tags and accessories where applicable
Free from perfume, smoke, makeup, oils, hair products or other odours
Suitable for resale

For hygiene reasons, we reserve the right to refuse returns where a hair product has been worn, altered or handled in a way that makes it unsuitable for resale.

2. Wigs & Hair Products

For wigs, hair extensions, bundles, crochet hair and other hair products, the item must remain in its original condition.

We cannot accept a change-of-mind return where the product has been:

Worn or installed
Cut or trimmed
Coloured or bleached
Washed or chemically treated
Heat styled
Altered or customised by the customer
Removed from packaging where doing so compromises the product's resale condition

Please inspect your item carefully before wearing, installing, cutting or altering it.

3. Customised & Made-to-Order Wigs

Customised wigs and made-to-order products are made according to the customer's selected specifications.

Because these products are created specifically for you, they are generally not eligible for cancellation or return simply because you have changed your mind once production has begun, except where your statutory rights apply.

This includes customisations such as:

Wig size
Hair type
Hair colour
Density
Lace type or size
Length
Curl pattern
Parting
Styling
Other personalised specifications

Please carefully review your selections before placing your order.

If your customised wig arrives faulty, damaged or does not match the agreed specifications, please contact us so that we can investigate and provide an appropriate remedy.

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or you have received the wrong product, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Clear photographs of the item
Photographs of the packaging where relevant

Please do not alter, wash, colour, cut or install an item that you believe is faulty, as this may make it difficult for us to assess the original condition of the product.

Where an item is confirmed to be faulty or incorrect, we will provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

5. How to Request a Return

To request a return, please contact Wow Glama through our website and provide:

Order number:
Name:
Reason for return:
Photographs: where applicable

Please wait for our return instructions before sending an item back.

Items returned without the required information may take longer to process.

6. Return Postage

For change-of-mind returns, the customer is generally responsible for the cost of returning the item to Wow Glama, unless we have agreed otherwise.

Where an item is faulty, damaged or incorrectly supplied, Wow Glama will assess the circumstances and, where appropriate, cover reasonable return delivery costs.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.

7. Refunds

Once your returned item has been received and inspected, we will process your refund where applicable.

For eligible cancellations, refunds will normally be made using the same payment method used for the original purchase.

Where the law requires, the refund will include the applicable standard delivery charge paid for the original order.

If you selected a more expensive delivery service than our standard delivery option, we are not required to refund the additional cost.

Your refund may be reduced where an eligible item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning and its value has consequently been diminished.

8. Exchanges

We may offer exchanges for eligible products, subject to availability.

If the replacement item is unavailable, we may offer a refund or another appropriate remedy.

Customised or made-to-order products are generally not eligible for exchange due to change of mind.

9. Sale & Promotional Items

Sale and promotional items remain subject to the same statutory consumer rights as full-price products.

A reduction in price does not remove your rights if an item is faulty, misdescribed or otherwise does not meet the requirements of UK consumer law.

10. Non-Returnable Items

Unless required by law, the following may not be eligible for change-of-mind returns:

Customised wigs
Made-to-order wigs
Personalised products
Products that have been worn or installed
Hair that has been cut, coloured, bleached, washed or chemically treated
Products that have been altered by the customer
Items returned in a condition that makes them unsuitable for resale

11. Refused or Unclaimed Parcels

If a parcel is returned to us because it was refused, not collected or the delivery address provided was incorrect, additional delivery charges may apply before the order can be re-dispatched.

This does not affect your statutory rights.

12. Statutory Rights

This policy does not limit or exclude any rights you may have under applicable UK consumer protection legislation.

If a product is faulty, not as described, not fit for purpose or otherwise does not meet the requirements of applicable consumer law, you may have additional legal rights.