1. INTRODUCTION

At Norrahair, we prioritize customer satisfaction and strive to provide the highest quality
products and services. We understand that purchasing a wig is a significant decision, and we
aim to ensure a fair, clear, and customer-focused refund process. This Refund Policy outlines
the procedures and conditions under which refunds will be processed, in compliance with the
Consumer Protection Act (CPA) of South Africa. Our aim is to ensure a transparent and fair
process for all our customers.

2. OBJECTIVES

2.1 To provide clear guidelines for customers regarding the refund process.
2.2 To ensure compliance with the Consumer Protection Act and other relevant legislation.
2.3 To promote customer satisfaction by offering a straightforward and fair refund process.
2.4 To protect the integrity of our products while ensuring customer rights are upheld.

3. ELIGIBILITY FOR REFUND

3.1 Customers may request a refund for items returned within 7 days of receipt.
3.2 Items must be unworn, unaltered, and in their original packaging, with all tags, labels and lace intact.
3.3 Due to hygiene regulations, we cannot accept returns for opened or worn items unless
they are defective.
3.4 Custom wig orders are non-refundable and non-exchangeable.

4. PROCESS FOR REQUESTING A REFUND

4.1 To initiate a refund request, customers must contact our customer service team at
info@norrahair.com/060 9616707 within 7 days of receiving the product. Please provide
your order number, a brief explanation for the refund 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 RETURNS

5.1 Customers are responsible for the shipping costs incurred when returning the item for a
refund. We recommend using a tracked shipping service to ensure the item reaches us safely.
5.2 Refunds will be processed minus any shipping costs incurred by Norrahair for the original order.

6. TIMEFRAME FOR REFUND PROCESSING

6.1 Refunds will be processed within 14 working days of receiving the returned item, provided
it meets the eligibility criteria.
6.2 Refunds will be issued using the original payment method. Depending on the bank or
payment provider, it may take additional time for the refund to reflect in the customer’s account.

7. CONDITIONS ON RETURNED ITEMS

7.1 Every wig undergoes a strict quality check before shipment to ensure you receive the best.
If an item is returned and fails to meet the return criteria (e.g. lace cut, worn, styled, or
damaged), we reserve the right to deny the refund and return the item at your cost.

8. CHANGES TO THE POLICY

8.1 We reserve the right to amend this Refund Policy at any time. Any changes will be
communicated to customers via our website and in-store notices.