Refund policy

THE WIG WRANGLER MARKETPLACE: RETURN & EXCHANGE POLICY

Welcome to The Wig Wrangler Marketplace (the "Marketplace"), hosted by Twisted Wig. Because our platform is a peer-to-peer (P2P) community enabling independent owners and vendors to sell new, catch-and-release, and pre-loved wigs directly to buyers, our return guidelines differ fundamentally from standard retail stores.

Please read our marketplace policy thoroughly prior to initiating a transaction.

🛑 1. ALL SALES ARE FINAL

Because inventory listed on the Marketplace consists of individual, independent listings, all sales are final.

  • No Casual Returns: We do not accept returns, refunds, or order cancellations for buyers who change their mind, do not like a color style, or find that a cap size does not fit as preferred.

  • No Exchanges: Because inventory relies on unique independent listings, the Marketplace cannot process product color or style exchanges.

🛡️ 2. THE WIG WRANGLER ESCROW & BUYER PROTECTION

To ensure a secure shopping ecosystem, the Marketplace uses an escrow payment structure. When a buyer checks out on TwistedWig.com, the transaction funds are safely held by the platform admin.

Sellers do not receive their transaction payouts until the package is carrier-confirmed as delivered and the 48-hour inspection grace window closes.

⚠️ 3. THE "SIGNIFICANTLY NOT AS DESCRIBED" EXCEPTION

The only exception to our All Sales Final rule is if an item is verified by the platform admin as being Significantly Not As Described (SNAD).

A listing falls under this category if the independent vendor failed to disclose structural flaws or clear condition parameters. Examples include:

  • Receiving the completely wrong wig brand, style, or color code.

  • Undisclosed permanent modifications (e.g., the lace was described as "uncut" but arrives completely trimmed down).

  • Major undisclosed structural damage (e.g., severe nape melting, torn cap wefting, or cut fibers that were omitted from the text description boxes).

Note: Minor, normal aesthetic variances or item interpretations are highly subjective and do not qualify for a structural dispute.

⚖️ 4. HOW TO OPEN A DISPUTE CASE

If you believe your package arrives with a qualifying structural misrepresentation:

  1. Act Within 48 Hours: You must contact the Marketplace Admin team via our support pipeline within forty-eight (48) hours of carrier-marked delivery. Once this 48-hour window expires, funds are automatically released to the vendor, and no transaction holds or disputes can be raised. 

  2. Submit Photographic Proof: You will be requested to provide clear, high-resolution, unedited photos highlighting the inside cap construction, structural labels, factory lace conditions, or fiber flaws.

  3. Neutral Arbitration: The Marketplace Admin team will review your submitted evidence alongside the vendor's original time-stamped listing data fields. The platform admin holds absolute, final authority on transaction splits, cancellations, or approved return labels.

  4. Authorized Return Fulfillment: If a dispute case is decided in the buyer’s favor, the buyer will be provided with an authorized return shipping manifest. The item must be postmarked back to the administrative processing pool within 3 business days, matching the exact state it arrived in, to unlock the held checkout refund.


Contact information: support@twistedwig.com

✈️ 5. LOST OR DAMAGED IN TRANSIT CLAIMS

Items on our platform are fulfilled and shipped directly by independent Wig Wrangler Vendors. Shipping times and carrier choices vary depending on location.

If an item is officially deemed lost by the carrier network prior to reaching your delivery address, our built-in marketplace protection safeguards apply, and your held escrow checkout funds will be returned securely to your original payment method.