Return & Refund Policy
At ZOVATIME Wigs Shop, operated by Zhuosheng Global Commerce Limited, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return or exchange in accordance with this policy.
This policy does not limit your rights under applicable consumer protection laws.
Return Eligibility
You may request a return or exchange within 14 calendar days from the date of delivery.
To be eligible for a change-of-mind return, the wig must:
- Be unused, unworn, and unwashed
- Have all original tags attached
- Include its original packaging and accessories
- Have the lace intact and uncut, where applicable
- Have no alterations to the hairline, cap, straps, combs, or other components
- Not have been cut, colored, bleached, permed, or heat-styled
- Be free from glue, adhesive residue, styling products, odors, and customer-caused damage
Please inspect the wig before wearing, installing, cutting the lace, or making any alterations.
Returns that do not meet these conditions may be declined, except where applicable law requires otherwise.
Non-Returnable Items
Unless the item is faulty, incorrect, or otherwise returnable under applicable law, the following are not eligible for return or exchange:
- Final sale or clearance items clearly marked as non-returnable before purchase
- Wigs that have been worn, installed, washed, or altered
- Wigs with cut lace or modified caps or hairlines
- Wigs that have been cut, colored, bleached, permed, or heat-styled
- Items damaged by improper use or care
- Customized or personalized products
- Hygiene-sensitive accessories with a broken hygiene seal, where this exclusion is permitted by applicable law
If you are unsure whether your item is eligible, please contact us before making alterations or sending it back.
Return Process
To request a return or exchange, please contact:
Email: [email protected]
Please contact us before sending any item back and provide:
- Your order number
- Product name and selected length, color, and cap size, where applicable
- Reason for the return
- Clear photos of the item and any relevant issue
- Your preferred solution, such as a refund or exchange
Once your request has been reviewed, we will provide return instructions if the return is approved.
Items sent without contacting us first may experience delays while we identify and review the return. Prior authorization requirements do not limit your statutory rights.
Return Address
Please send approved returns to the following address, following the instructions provided by our customer service team:
Room P11, Unit 2C, 2/F, Hong To Centre, 94–96 How Ming Street, Kwun Tong, Kowloon, Hong Kong
Please do not send returns to the address on the shipping label unless we specifically instruct you to do so.
Return Shipping
Customers are generally responsible for return shipping costs for change-of-mind returns.
If we sent the wrong item, an incorrect length, color, or cap size compared with your order, or a damaged or defective product, please contact us first. We will arrange an appropriate solution and cover reasonable return shipping costs where the issue is our responsibility or applicable law requires it.
We recommend using a tracked shipping service and retaining proof of postage until your return has been resolved.
Responsibility for loss or damage during return transit will be determined in accordance with applicable law and the return shipping arrangements.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your wig is damaged, defective, or different from what you ordered, contact us at [email protected] as soon as reasonably possible.
Please include:
- Your order number
- Product name and ordered options
- A description of the issue
- Clear photos showing the item and the problem
Where possible, leave the item unaltered while we review your request. We will provide an appropriate solution, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.
The change-of-mind return conditions do not remove your rights regarding faulty or incorrectly supplied goods.
Refund Process
Once we receive your return, we will inspect the item and notify you of the outcome.
If approved, your refund will be issued to your original payment method. We will process approved refunds without undue delay and within any timeframe required by applicable law.
After processing, please allow approximately 7–10 business days for the refund to appear in your account. The exact timing depends on your bank or payment provider.
Original shipping charges and return shipping costs are generally non-refundable for change-of-mind returns, except where applicable law requires otherwise. If the return results from our error, we will refund applicable charges as required.
Exchanges
If you would like a different length, color, cap size, or style, please contact us before returning the original item.
Depending on availability, we may offer a direct exchange or recommend returning the eligible item for a refund and placing a new order.
All change-of-mind exchanges are subject to the return conditions above.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We may be able to cancel it before processing or shipment. Customized products may have additional cancellation restrictions, which will be disclosed before purchase.
If your order has already shipped, we may be unable to stop delivery. You may request a return after receiving it, subject to this policy and applicable law.
Contact Us
Store Name: ZOVATIME Wigs Shop
Store Operator: Zhuosheng Global Commerce Limited
Email: [email protected]
Return Address: Room P11, Unit 2C, 2/F, Hong To Centre, 94–96 How Ming Street, Kwun Tong, Kowloon, Hong Kong