EXCHANGE POLICY
At Norrahair, we are committed to providing our customers with high-quality wigs and exceptional service. We understand that selecting the perfect wig is a personal and important decision. Therefore, we have developed this Exchange Policy to ensure our customers have a smooth and satisfactory experience when exchanging their purchases. This policy aligns with the Consumer Protection Act (CPA) of South Africa, ensuring that customers are treated fairly and have access to their rights.
2. OBJECTIVES
2.1 To provide clear guidelines for customers regarding the exchange of wigs.
2.2 To ensure compliance with the Consumer Protection Act and other relevant legislation.
2.3 To enhance customer satisfaction by offering a transparent and fair exchange process.
2.4 To protect the integrity of our products and maintain high hygiene standards.
3. ELIGIBILITY FOR EXCHANGE
3.1 Customers may exchange wigs within 7 days of receipt.
3.2 Items must be unworn, unaltered, and in their original packaging, with all tags and labels
intact.
3.3 Due to hygiene regulations, we cannot accept exchanges for opened or worn items
unless they are defective.
3.4 Only one (1) exchange per order is permitted.
4. PROCESS FOR EXCHANGE
4.1 Customers must contact our customer service team at info@norrahair.com/ 060 961
6707 within 7 days of receiving the product to initiate an exchange. Please provide your
order number, a brief explanation for the exchange request and clear photos (if
applicable).
4.2 Upon approval, our customer service team will provide instructions for returning the
product, including the return address.
4.3 Customers must return the wig to us within 7 days of receiving the return instructions.
The item must be securely packaged to prevent damage during transit.
5. SHIPPING COSTS FOR EXCHANGE
5.1 Customers are responsible for the shipping costs incurred when returning the item for an
exchange. We recommend using a tracked shipping service to ensure the item reaches
us safely.
5.2 Norrahair will cover the shipping costs for sending the exchanged item back to the
customer.
5.3 A non-refundable exchange handling fee of R49.99 applies per exchange request.
6. CONDITIONS OF RETURNED ITEMS
6.1 All returned items will be inspected upon receipt. If the returned item does not meet the
eligibility criteria, we reserve the right to deny the exchange and may return the item to
the customer at their expense.
7. REFUNDS ON EXCHANGE
7.1 If an exchange cannot be fulfilled, customers will be offered a refund according to our
Refund Policy.
7.2 Items must be exchanged for something of equal or greater value.
7.3 If the replacement item is more expensive, the customer must pay the difference before the new item is dispatched.
8. CHANGES TO THE POLICY
8.1 We reserve the right to amend this Exchange Policy at any time. Any changes will be communicated to customers via our website and in-store notices.