Returns & Consumer Rights

What to expect under Australian Consumer Law and our change-of-mind policy

At Men’s Wig Gallery, we aim to be clear and transparent about returns, refunds, and your rights as a customer.

This page explains what you can expect under Australian Consumer Law, as well as how our change-of-mind policy applies to hair systems and related products.

Your Rights Under Australian Consumer Law

Under Australian Consumer Law (ACL), you are entitled to certain guarantees when purchasing goods.

These guarantees include that products must:

  • Be of acceptable quality
  • Be safe, durable, and free from defects
  • Match their description and specifications
  • Be fit for their intended purpose

These rights apply regardless of any manufacturer warranty or additional policy offered by Men’s Wig Gallery.

Major vs Minor Faults

If a product has a major fault, you are entitled to choose a:

  • Refund, or
  • Replacement, or
  • Repair

A major fault may include situations where the product:

  • Has a serious defect that would have stopped you buying it if known
  • Is unsafe
  • Is significantly different from its description or images
  • Cannot be repaired easily or within a reasonable time

If a fault is considered minor, we may choose to repair or replace the item.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or not as ordered, please contact us as soon as reasonably possible.

When reporting an issue, we may ask for:

  • Your order number
  • A description of the issue
  • Supporting photos where applicable

If a return is required due to a fault or incorrect item, return shipping costs will be covered in line with your consumer rights.

Change-of-Mind Returns

While Australian Consumer Law does not require refunds for change of mind, Men’s Wig Gallery offers a change-of-mind return policy as a goodwill gesture, subject to strict conditions.

To be eligible:

  • You must contact us within 14 days of receiving your order
  • The item must be unopened, unused, and in original condition
  • All original packaging, tags, hygiene seals, and accessories must remain intact

For hygiene and safety reasons, hair systems and wigs cannot be returned once used, worn, altered, or tried on, unless they are faulty or not as described.

Return Shipping for Change of Mind

For approved change-of-mind returns:

  • Return shipping costs are the responsibility of the customer
  • Original shipping fees are non-refundable
  • We recommend using a trackable shipping service

Items returned that do not meet the above conditions may not be eligible for a refund. Please refer to our Return & Refund Policy for details.

Items Not Eligible for Return

Unless faulty or not as described, we do not accept returns for:

  • Used wigs or hair systems
  • Items with broken hygiene seals
  • Gift cards
  • Final sale or clearance items

These exclusions exist to protect hygiene, safety, and fairness for all customers.

Refund Processing

If a refund is approved:

  • Refunds are processed to the original payment method
  • Processing typically takes 3–7 business days after approval
  • Bank or payment provider processing times may vary

You will receive confirmation once the refund has been issued.

A Practical Summary

You can expect:

  • Full protection under Australian Consumer Law
  • Clear processes for faulty or incorrect items
  • A limited change-of-mind policy with hygiene safeguards
  • Transparent handling of refunds and returns

Our approach is designed to balance customer rights, product hygiene, and fairness.

Questions or Return Requests

If you need to request a return or have questions about your rights, please contact us with your order details:

Email: info@menswiggallery.com.au

We’re here to help clarify your options.

Men’s Wig Gallery operates in accordance with Australian Consumer Law and applies return policies with care, transparency, and consistency.