Refund policy

DMUSE can offer a refund on all items (EXCLUDING ‘custom’ items) if the items has been unworn and unaltered. It must be in its original state for us to offer a refund. You have 14 days from receipt of the goods to return this to us. You will be responsible for the return shipping costs and if applied, any customs charges will be deducted from your refund. If the items are not in its original state, the customer will be responsible for any returns shipping costs incurred by the seller. A refund will be conditional upon safe receipt of the unit and inspection of the item is in the same original state. You will be refunded within 30 days of DMUSE receiving the items. If a item is deemed lost, we can offer you a refund or replacement item.

FAULTY WIG

We quality check all of our wigs however if you believe your wig to be faulty in any way upon receipt of the wig, you must inform us within 30 days of receiving your wig. Beyond this time, you will not be eligible for a refund or exchange. You will be responsible for the return cost and if deemed faulty, a refund will be issued for any shipping costs. The wigs must be returned to us to be inspected for any potential fault before we can offer a resolution. A discrepancy on the colour is not considered a fault. We reserve the right to correct any faults or disputes before a refund can be issued.

Please ensure you take care of your unit and follow guides set out on our website to maintain your DMUSE unit. The unit will naturally deteriorate over time due to general wear and due to wear may experience some shedding. Adhesives, water type, excess brushing, colour/bleaching and excess washing can all accelerate the deterioration of the unit. DMUSE will not be liable for damage due to general wear and tear and the wig will not be considered faulty for general wear and tear. We cannot be responsible for any shedding on your wig if you are using any adhesives or tape to lay down the lace.

Please take preventative measures to prolong the life of your wig by using no adhesives or using a water soluble glue which is more gentle on the lace but still can cause some shedding when it comes to removing the adhesives. We advise against using strong glues as they can be very damaging on the lace. Our wigs are made with HD lace which is very fine and can easily be damaged by strong glues. Only ever use glues with care and correct tools/product to remove the glue.

CUSTOM ORDERS

All custom orders are not eligible for a refund. They are made for you and to your specific requirements which renders them ineligible for return. Due to no fault of either party, If a custom wig is deemed lost by the courier, we can only offer you a replacement wig. If this is lost on the second instance, it is the sellers discretion if a refund or replacement can be offered depending on the circumstances.

'RECOLOUR REVIVAL SERVICE'

This service is non-refundable, regardless of the wig’s prior condition or colour history.

GIFT VOUCHERS

Our gift vouchers are non-refundable. Sales are final.

SALE ITEMS

All sale items are non-refundable. All sales are final.

DELAYED ITEMS

Please note, delivery timeframes are out of the sellers control and sometimes can increase by weeks or months (depending on the delivery country). Estimated delivery timeframes are an estimate only given from the chosen courier service. The seller cannot offer you a resolution while the wig is still in the process of being delivered. The seller will dispute any delays with the courier directly and raise any relevant investigations with the courier. Until the item is deemed lost by the courier, DMUSE will be unable to offer you a resolution. For international deliveries, we can only raise a query to the courier after 4 weeks from posting date. For UK deliveries, we can raise queries within 2 weeks from posting date. The customer is responsible for raising any delivery queries to DMUSE as DMUSE is unable to keep track of all tracking information for each customer.