Crowned By Kayise — Return & Refund Policy

Last updated: 18 October 2026

At Crowned By Kayise, we want you to feel confident, beautiful, and satisfied with your new hair. We take pride in providing quality wigs and hair products. Please read our Return & Refund Policy carefully before placing your order.

1. Eligibility for Returns

Due to the personal-care nature of wigs and hair products, we have specific requirements for returns to protect the hygiene and safety of our customers.

To be eligible for a change-of-mind return, the following conditions must be met, subject to applicable consumer protection laws:

• The wig must be unused, unworn, unwashed, uncut, unstyled, and free from products, perfumes, smoke, or other odours.

• The lace must not have been cut, trimmed, bleached, tinted, or altered.

• The wig must be returned in its original packaging, with all tags, accessories, and protective materials included.

• Proof of purchase or your order number must be provided.

• You must contact us before returning any item.

Items that do not meet these conditions may not qualify for a change-of-mind return, subject to any rights provided by law.

2. Non-Returnable Items

Unless a return, cancellation, or refund is required by applicable law, the following items are generally not eligible for change-of-mind returns:

• Wigs that have been worn, washed, cut, coloured, bleached, or otherwise altered.

• Wigs with lace that has been cut or customised.

• Custom-made, personalised, or specially ordered wigs, subject to applicable cancellation rights.

• Opened or used hair products and personal-care accessories where hygiene requirements and applicable law permit exclusion.

• Sale or clearance items, unless faulty, incorrectly supplied, or otherwise covered by applicable law.

Please review your order carefully before completing your purchase.

3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

Please provide:

• Your order number.

• Clear photographs or a video showing the issue.

• A brief description of the problem.

Please keep the item and its original packaging while we review your claim.

If your claim is accepted, Crowned By Kayise will provide an appropriate remedy in accordance with applicable consumer protection laws. Depending on the circumstances, this may include a repair, replacement, refund, or another legally required solution.

The 48-hour reporting period helps us investigate delivery issues promptly and does not limit any rights you may have under applicable law.

4. Change-of-Mind Returns

If you change your mind after purchasing a wig, please contact us before sending the item back.

Change-of-mind returns are subject to the eligibility requirements in this policy and any applicable consumer protection laws. We cannot guarantee a refund or exchange for items that have been worn, altered, or made to your specifications, except where required by law.

Nothing in this policy excludes any cancellation or return rights that cannot lawfully be excluded.

5. Refunds

Once a returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be processed using the original payment method where possible. Please allow 5–10 business days for processing after approval, although your bank or payment provider may take additional time.

Where a refund is required by law, it will be handled within the applicable legal timeframe.

Original delivery fees and return shipping costs will be handled in accordance with applicable law and the reason for the return.

6. Exchanges

If you would like to exchange an eligible wig for another product, please contact us first.

Exchanges are subject to stock availability and the condition of the returned item. If the replacement item costs more or less than the original purchase, we will explain any additional payment or refund due before proceeding.

Faulty or incorrectly supplied products will be handled in accordance with applicable consumer protection laws.

7. Return Shipping

Please contact us for return instructions before shipping an item back.

For approved change-of-mind returns, customers may be responsible for return shipping costs where permitted by law. If an item is faulty, defective, or incorrectly supplied, shipping costs and remedies will be handled in accordance with applicable law.

We recommend using a tracked delivery service and keeping your tracking information until your return has been resolved.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will do our best to stop an order that has not yet been processed or dispatched. Orders that have already been dispatched or wigs that have entered custom production may be subject to different conditions, subject to applicable consumer protection laws.

9. How to Request a Return or Refund

To request a return, exchange, cancellation, or refund, please contact us using the details below:

Business Name: Crowned By Kayise
Email: hello@crownedbykayise.com
WhatsApp: 061 584 4064

Please include your order number, the reason for your request, and any relevant photographs.

We aim to respond to all return and refund enquiries within 2 business days.

10. Consumer Rights

This policy is intended to explain our store procedures and does not remove or limit any rights you may have under applicable consumer protection laws, including the South African Consumer Protection Act 68 of 2008, where applicable.

Online purchases may also be subject to statutory cancellation rights and exceptions. If any provision of this policy conflicts with a mandatory legal requirement, the applicable law will take precedence.

Thank you for choosing Crowned By Kayise. We appreciate your support and look forward to helping you look and feel your best in your new hair.