Reply from UniWigsJun 9, 2025
Dear Renee,
Thank you for taking the time to share your feedback. We're truly sorry to hear that your first experience with us didn’t meet your expectations.
We understand how important it is to find a hair topper that fits well and feels natural, especially when it’s a meaningful purchase. The piece you ordered — the Courtney in Mousse Brown — is a style that many of our customers love and feel confident in, but we acknowledge that every customer’s needs are unique, and unfortunately, this one didn’t work for you.
Once we received your return — which arrived in good condition — we processed your refund promptly and strictly according to our clearly stated return policy. This includes a restocking fee, which covers the cost of quality checks, sanitization, and processing of returned pieces. The restocking fee, it is outlined in our return policy and we believe the refund issued was fair and in line with our transparent policies.
Before you left this review, you contacted our support team to express dissatisfaction with the non-refundable portions of your refund — specifically the $1 donation and the $13.03 ROUTE shipping protection fee. We explained to you at that time that these optional services were selected at checkout. Both fees are clearly presented during the ordering process and are not required to complete a purchase.
The $1 donation goes directly to a partnered charity Breastcancer.org.
The ROUTE insurance is a third-party protection service that begins coverage immediately upon payment and is non-refundable once the order is placed.
These are not hidden charges, and customers can unselect them during checkout if they do not wish to participate. Once selected, they are final and go to external organizations, which is why they cannot be refunded.
We would never intentionally charge for something a customer didn’t choose, and we’re confident that our checkout system is functioning properly. We're always happy to walk customers through these options and clarify any confusion — and we encourage customers to reach out before completing their orders if something looks unclear.
We truly regret that this experience didn’t meet your expectations. We’ve always aimed to be transparent, fair, and supportive to all our customers — especially first-time buyers. Our support team is always happy to assist in selecting the right piece, and we’re here to make your journey with us as smooth as possible.
We hope to have the opportunity to serve you better in the future.
Warm regards,
The UniWigs Team
