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.

Hair units or accessories 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, glue ,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, washed , styled 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.

Order Cancellations

We understand that circumstances can change. Cancellation requests must be submitted within one hour of placing an order. Once an order has entered processing, it cannot be cancelled as fulfilment and preparation may already be underway