Refund policy

RETURN & REFUND POLICY

We offer a 30-day return policy for all unworn and unused products in their original packaging.

RETURN WINDOW
You have 30 days from the date of delivery to initiate a return. This policy applies to all customers worldwide and complies with all applicable consumer protection laws, including EU Directive 2011/83/EU.

HOW TO RETURN
1. Contact us at icvi@abv.bg within 30 days of delivery
2. Provide your order number, photos of the product, and reason for return
3. We will review your request and provide return authorization
4. Once approved, we will send you the return shipping address and instructions

RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless the product is defective or we made an error. International return shipping may be expensive - we recommend using a tracked shipping method.

CONDITIONS FOR RETURNS
- Products must be unworn, unwashed, and in original condition
- Products must be in original packaging with all tags and protective caps attached
- Wigs must not have been cut, styled, colored, or altered in any way
- Human hair wigs must have the lace intact and uncut
- We do not accept returns on custom-made, personalized, or clearance items
- Returns must be authorized before shipping

REFUND PROCESS
Once we receive and inspect your return, we will process your refund within 5-10 business days. International returns may take 2-4 weeks to reach our fulfillment center. Refunds will be issued to your original payment method. Shipping costs are non-refundable.

EXCHANGES
We do not offer direct exchanges. If you need a different size, color, or length, please return the original item for a refund and place a new order.

DAMAGED OR DEFECTIVE PRODUCTS
If you receive a damaged or defective product, contact us immediately at icvi@abv.bg within 48 hours of delivery with photos and video (if possible). We will arrange a resolution, which may include a replacement, partial refund, or full refund without requiring a return.

CONTACT US
For questions about returns, contact us at:
Email: icvi@abv.bg
Phone: +359876926489
Website: https://premiumwigsshop.com
Business address: Gradski Pazar 53, 4400 Pazardzhik, Bulgaria

EU CONSUMER RIGHTS
Customers in the European Union have statutory consumer protection rights under EU Directive 2011/83/EU. Our 30-day return policy meets and exceeds all legal requirements for customers in Austria and all other EU member states.

IMPORTANT NOTE
Our products ship from international warehouses. Return shipping to our fulfillment center may take 2-4 weeks and can be costly. We recommend contacting us first to explore alternative solutions for defective or incorrect items.