Company refusing to refund unworn wig

trina100
trina100 Posts: 6 Forumite
First Anniversary First Post
edited 4 May 2020 at 11:55PM in Consumer rights
I brought a wig online from a reputable independent hair company. Their refund policy states that they do not accept returns of wigs due to hygiene reasons and they do not accept returns for clearance which I had purchased.
The wig was never worn or tried on my myself as I wasn’t happy with the quality in the slightest. I’ve brought wigs from other companies which have always accepted my return and refunded me if I’ve not been happy with the quality. 
Where do I stand on this in term of the purchase being made online and the wig not been of the expected quality. 
After several emails back and forth the company is refusing to accept my return. 
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Comments

  • [Deleted User]
    [Deleted User] Posts: 4,176 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    trina100 said:
    I brought a wig online from a reputable independent hair company. Their refund policy states that they do not accept returns of wigs due to hygiene reasons and they do not accept returns for clearance which I had purchased.
    The wig was never worn or tried on my myself as I wasn’t happy with the quality in the slightest. I’ve brought wigs from other companies which have always accepted my return and refunded me if I’ve not been happy with the quality. 
    Where do I stand on this in term of the purchase being made online and the wig not been of the expected quality. 
    After several emails back and forth the company is refusing to accept my return. 
     They are right, it's a personal item not eligible for return. It's like trying to return underwear! 
  • trina100 said:
    I brought a wig online from a reputable independent hair company. Their refund policy states that they do not accept returns of wigs due to hygiene reasons and they do not accept returns for clearance which I had purchased.
    The wig was never worn or tried on my myself as I wasn’t happy with the quality in the slightest. I’ve brought wigs from other companies which have always accepted my return and refunded me if I’ve not been happy with the quality. 
    Where do I stand on this in term of the purchase being made online and the wig not been of the expected quality. 
    After several emails back and forth the company is refusing to accept my return. 
    It's black and white, their T's & C's explain it.
    You should not proceed with any transaction if you disagree with the legal terms attached; the quality, is irrelevant, the legality is binding and arguing will just create a hostile zone where you'll get even less understanding.
  • DoaM
    DoaM Posts: 11,863 Forumite
    10,000 Posts Fifth Anniversary Name Dropper Photogenic
    Did the wig come in a package with a hygiene seal on it? Have you broken that seal?
  • Eydon
    Eydon Posts: 599 Forumite
    Part of the Furniture 500 Posts
    edited 5 May 2020 at 9:11AM
    How is a wig any different to a hat as far as personal hygiene rules are concerned?
    I can buy a hat online, try it on and if I don't like it, send it back.
    Why would a wig be any different?
  • sarahking87
    sarahking87 Posts: 36 Forumite
    10 Posts Name Dropper
    I have bought and returned both underwear and swimwear from online suppliers, provided the protective hygiene seals are still in place. The terms should be able to be challenged - what if they’d sent you the wrong size, or there was a defect that you couldn’t possibly notice until you’d opened the packet? 

    I’ve never bought a wig, but if there is a similar hygiene seal inside it which you have not removed, you might have more of a point to argue?

    if there isn’t, or you’ve removed it, and you’ve been wearing the wig- I would understand the suppliers refusal to refund. 

    I suppose you need to weigh up the value of what you’ve bought, versus the effort required to argue. Best of luck with it 
  • davidmcn
    davidmcn Posts: 23,596 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    I have bought and returned both underwear and swimwear from online suppliers, provided the protective hygiene seals are still in place. The terms should be able to be challenged - what if they’d sent you the wrong size, or there was a defect that you couldn’t possibly notice until you’d opened the packet? 
    This isn't relevant to the statutory rights to return if the item isn't of satisfactory quality (or not as described), where obviously you may need to open (and use) the item to find that out. It's not particularly clear from the OP but I'm presuming this is more of a change of mind return.
  • sarahking87
    sarahking87 Posts: 36 Forumite
    10 Posts Name Dropper
    davidmcn said:
    I have bought and returned both underwear and swimwear from online suppliers, provided the protective hygiene seals are still in place. The terms should be able to be challenged - what if they’d sent you the wrong size, or there was a defect that you couldn’t possibly notice until you’d opened the packet? 
    This isn't relevant to the statutory rights to return if the item isn't of satisfactory quality (or not as described), where obviously you may need to open (and use) the item to find that out. It's not particularly clear from the OP but I'm presuming this is more of a change of mind return.
    the OP said the item was poor quality - which I suppose could be any of the above. My knowledge of wigs is limited! 
  • sheramber
    sheramber Posts: 21,893 Forumite
    Part of the Furniture 10,000 Posts I've been Money Tipped! Name Dropper
      Maybe it is just no the quality the OP expected.
  • trina100
    trina100 Posts: 6 Forumite
    First Anniversary First Post
    There wasn’t any hygiene seals in the wig. However there were tags and lace which would need to be cut off to be worn out so it’s clear the wig wasn’t worn as all is still attached. 
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