Refund policy

At Ophair, every unit is one-of-a-kind. Once ordered, it's removed from inventory and reserved for you, making it unavailable to others. That's why approved returns are issued exclusively as Ophair store credit, and a restocking fee applies.

For Ready-to-Ship Wigs & Products

Changed your mind? Returns are accepted under the following conditions:

1. Request your return within 14 days of receiving your order, either online from your account (Orders → Request a return) or by emailing hello@ophair.net with the subject "Retour" and your order number.
2. Ship the item(s) back within 7 days of approval.
3. Items must be unworn, unaltered, with lace uncut, in their original packaging.
4. Return shipping costs are the responsibility of the customer.

Refund Method

Approved returns are refunded exclusively as Ophair store credit, minus a 10% restocking fee covering the rewashing, processing and re-preparation of the unit, as well as the time it was reserved for you. Store credit is added to your Ophair customer account and applied at checkout when you are logged in. We do not offer refunds to the original payment method for change-of-mind returns. Original shipping fees are non-refundable.

Non-Returnable Items

• Final sale and Orange Heart units
• Custom and pre-order units
• Auction purchases
• Worn, altered, styled or cut-lace units

Defective or Incorrect Items

If your item arrives defective, damaged, or different from what you ordered, contact us at hello@ophair.net with photos as soon as you receive it. The store credit policy and restocking fee do not apply in these cases: your rights under the Québec Consumer Protection Act remain fully in effect, including a refund to the original payment method where required by law.

Custom Orders

Custom wigs are final sale, as they are made to your specific requirements. Please ensure you communicate your preferences accurately before placing the order.

Cancellations

Orders can be cancelled within 24 hours for a full refund to the original payment method. After 24 hours, cancellations are issued as Ophair store credit, minus a 10% restocking fee.

To cancel, email hello@ophair.net. Refunds are processed within 5-7 business days.

Reservations

Ready-to-ship units can be reserved online with a 30% deposit. Your unit is then removed from inventory and held exclusively for you.

Reservation deposits are non-refundable. If you change your mind, the deposit is forfeited and cannot be converted to store credit. The 24-hour cancellation grace period does not apply to reservation deposits.

Price and Discount Matching

We do not match prices or discounts with other retailers, as we strive to offer fair pricing for premium-quality products. Occasionally, we run promotions — check our website or store for updates

Dans les règles de retour Shopify, mets le frais de restockage au même pourcentage.

Il reste une décision ouverte de tout à l'heure : la grâce de 24 h s'applique-t-elle aussi aux précommandes et custom? Pour l'instant, le texte dit « Orders can be cancelled within 24 hours » sans exception, donc ça inclut les dépôts de précommande. Si ce n'est pas ce que tu veux, dis-le et j'ajoute la précision.