Refund policy

Returns & Refunds Policy

At Envy By Thus, every wig is created with intention, precision, and care. We want you to feel confident in your purchase, and while we hope you love your piece, we understand that occasionally things may not go as planned.

Please read the following policy carefully before placing your order.

Pre-Order Items (Launch Period)

During our launch period, all Envy By Thus wigs are available exclusively as pre-order items.

Because each unit is made to order, pre-orders are final sale and cannot be returned or refunded, except in the case of a damaged or incorrect item.

Important information about pre-orders:

  • All pre-orders are final sale

  • Estimated dispatch timeframes (typically 2–4 weeks) are listed on each product page

  • You will receive a shipping confirmation once your order has been dispatched

  • By placing a pre-order, you acknowledge and agree to the production timeframes and this returns policy

Returns for In-Stock Items (Post-Launch)

Once our standard in-stock collection becomes available, eligible items may be returned or exchanged within 7 days of delivery, provided the following conditions are met:

  • The wig is unworn and unaltered

  • Lace is intact and uncut

  • The unit is returned in its original packaging with all tags attached

  • The product is in resellable condition

For hygiene and safety reasons, we are unable to accept returns on any wigs that show signs of wear, styling, washing, heat application, or tampering.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of receiving your item.

To assist us with your request, include:

  • Your order number

  • Clear photos or video showing the issue

Once reviewed, we will arrange a replacement or refund in line with this policy and Australian Consumer Law.

Hygiene & Safety Notice

Wigs are considered intimate items. For health and hygiene reasons, any unit that has been worn, altered, or modified in any way cannot be returned or exchanged.

Refunds

If a return or refund is approved:

  • Refunds will be issued to the original payment method

  • Please allow 5–10 business days for processing, depending on your payment provider

Shipping fees are non-refundable, unless the return is due to an error on our part.

Australian Consumer Law

This policy operates in accordance with Australian Consumer Law.
Your statutory rights are not affected.

Before You Order

We strongly encourage you to contact us before placing your order if you have any questions regarding:

  • Colour selection

  • Length or density

  • Pre-order timeframes

  • Product details

📧 Email: envybythus@gmail.com

By placing an order with Envy By Thus, you confirm that you have read, understood, and accepted this Returns & Refunds Policy.