Política de reembolso

Returns and Refunds

We want you to be happy with what you've bought. Because we sell hair, some of it can't be returned once it's been opened — and it's better you know that now than after ordering.

Before you order

Two things prevent most returns. All our lengths are measured stretched, and textured hair sits shorter once dry — straight loses almost nothing, body wave an inch or two, deep wave a fifth to a quarter, and curly up to half. If you're between two lengths, take the longer one. And check the cap construction suits how you wear your hair; each product page explains the differences. If you're unsure, contact us before you order. We'd rather help you choose than process a return.

Your right to cancel

If you're in the UK or EU, you have 14 days from receiving your order to change your mind, and a further 14 days to send the item back. You don't need to give a reason.

Hygiene exclusion — please read

Wigs, hair extensions, bundles and closures are sealed for hygiene reasons. Once the seal is broken, or the hair has been worn, washed, combed, cut, coloured, heat-styled, or the lace has been trimmed or plucked, we can't accept a return. This is permitted under consumer law for sealed goods that aren't suitable for return once opened.

You can open the packaging to inspect the hair — check the colour, the density, the cap, the length. What you can't do is wear or alter it and then return it.

What we can accept

Unopened wigs, extensions and hair care products in their original sealed packaging, within 14 days.

Styling tools, provided they're unused and in their original packaging with all accessories.

Faulty, damaged or incorrect items

Different rules apply, and they're more generous. If an item arrives faulty, damaged or isn't what you ordered, contact us within 30 days and we'll arrange a replacement or a full refund including return postage. This applies whether or not the item has been opened.

How to start a return

Contact us with your order number, the email address used to order, which item is affected, and the reason. We'll confirm whether it qualifies and give you the return address. Please don't send anything back before contacting us — unauthorised returns can't be processed.

Return postage is your responsibility unless the item is faulty, damaged or incorrect. We recommend a tracked service; we can't refund items that don't arrive.

Refunds

Once we've received and inspected the item, we'll email to confirm. Approved refunds are issued to the original payment method within 5 to 10 business days, though your bank may take longer to show it.

Where a discount code was used, we refund the amount you actually paid. If a return takes an order below a free shipping threshold, the shipping cost may be deducted.

Exchanges

The fastest way to exchange is to return the original item, if eligible, and place a new order.

Items we can't refund

Opened or used hair products for hygiene reasons; wigs that have been worn, washed, cut, coloured or had their lace altered; sale items marked final sale; and gift cards.

Your statutory rights

Nothing here affects your legal rights. Goods must be as described, fit for purpose and of satisfactory quality. If they aren't, you're entitled to a remedy regardless of anything above.

Questions
If you have any questions about returns, refunds, exchanges, or your order, please contact us at info@tucan-trading.com before sending any item back. We’ll provide the return instructions and return address where applicable.

Tucan Trading
C/O Tucan Analytics Ltd
128 City Road
London, EC1V 2NX
United Kingdom