Introduction

This policy covers the following areas:

• Customer Service
• Payment Methods
• Returns
• Shipping 
• Cancellations 

Customer Service:

XSANDY’S are here to help you every step of the way.  Our salon is open 5 days a week Tuesdays to Saturday’s. You can call anytime and speak with a staff member and get your questions answered anytime of the day.
We want you to be satisfied and are here to provide you good customer service whenever you need it.  Please feel free to contact us at anytime.

Methods of Payment

Only cash and or credit / debit card payments are accepted. Consultations are free however a deposit must be secured before custom orders are placed. Additionally a deposit must be secured if an appointment is made to fit a lace wig from our stock. IN ALL CASES DEPOSITS ARE NOT REFUNDABLE.

Making Changes to Your Order:

The specialist will begin to process your order for custom lace within 24-72 hours of receipt of your payment.  Therefore, any changes to your order MUST BE received no later then 24 hours from the time you place your order.  Any changes submitted thereafter, will be subject to a change fee equal to 50% of the deposit to cover the cost of wasted materials..

Cancellation Policy for Existing Custom Orders:

Once you place an order with us, our specialist places the order with the manufacturer.  If you wish to cancel or change anything with your order this must be done within 24 hours.  Since all units, except in-stock wigs, are custom made, it may be difficult to find another customer to accept your specific customizations.  Therefore, all orders that are cancelled or changed after 24hrs will be charged a 50% cancellation fee which will be deducted from your deposit.  This cancellation fee will not be waived under any circumstances.

Return and Exchange Policy

Our mission at Xsandy’s Hair & Beauty Couture is to provide you with Full Lace Wigs and Lace Front Wigs that are made from to a high standard of Quality Craftsmanship and only the best Premium 100% Indian Remy Human Hair available.  Quality and customer satisfaction is very important to us.  We inspect all wigs prior to supplying or fitted to ensure that they meet your specification and our high Quality Assurance standards.
We realize that purchasing a full lace wig is an investment. We want to make sure that your experience at Xsandy’s is a pleasant one that you will be very happy with. Although we do not offer refunds, we do offer our customers 72 hours (3 business days), to exchange your wig as long as the terms below are met, the wig is still in its brand new condition and we have not fitted it.  Due to sanitary reasons, we do not accept returns or give exchanges for wigs that have been worn, styled, cut of lace or hair, products applied such as glue or hair products, etc.  If for whatever reason you are not satisfied with your unit, you can send it back for an exchange of an In-Stock unit or a Custom unit that is made to fit your specifications.  *Cancellation fee may apply, see above.

Quality Assurance Inspection:

All wig orders go through a comprehensive Quality Assurance Inspection to ensure that all units meet our high standards of quality and that your wig order is accurate.

Terms and Conditions for Qualifying for Exchange or Store Credit:

If you get your wig and there is a problem with it, please notify us within 72 hours of you receiving your wig by contacting the salon or via our website www.xsandyshairandbeauty.co.uk Our specialist will determine whether the unit can be repaired or needs to be remade. Repairs can take 5-6 weeks. Remakes will take 6-8 weeks. No Exceptions.
If you meet the terms below, you will be issued an in salon credit. Salon credits do not expire and can be used toward another wig purchase.  
If you receive your “in-stock” wig and you decide that you do not like the colour, style, length, or texture that you ordered, or that you measured your head incorrectly and your unit is either too big or too small, etc. as long as you meet the terms and conditions in this policy, you can contact us regarding an exchange or in-salon credit. You must contact us within 72 hours of your purchase. We do not issue refunds. 

Wigs Which We Have Not Fitted

For wigs which have not been fitted we CAN NOT accept returns on items that are not in their original condition and that have been altered in any way.  All packaging, including wig caps, wig bag, wig label or tag, etc. must be returned with the unit.  NO EXCEPTIONS.  We reserve the right to refuse an exchange if the terms in our return policy are not met.
We do not accept Returns on wigs that have been altered, NO EXCEPTIONS.  This includes but is not limited to doing any of the following:

• DO NOT Alter the wig in any way
• DO NOT Cut the Lace
• DO NOT Tear or Rip the Lace
• DO NOT Put Glue on the Unit
• DO NOT Put products on the Unit
• DO NOT Put any chemicals on the Unit
• DO NOT dye the Unit
• DO NOT attempt to correct the problem yourself prior to calling us
• DO NOT Style or Cut the Hair of the Unit
• DO NOT Perm the Unit
• DO NOT WASH OR CONDITION the Unit
• DO NOT WEAR the Unit
• DO NOT destroy or lose original packaging including wig caps and wig bag
• Units that are damaged by customer will not be accepted under our return policy. 
  

If you do any of the above, we WILL NOT accept the return and this policy will not apply.  NO EXCEPTIONS.
We DO NOT issue refunds. If you meet the terms of condition, you will receive an exchange or in-store credit.

Wigs Which We Have Fitted

Please be careful when applying and removing your unit and always follow the care instructions that are included with your unit.  We REQUIRE that you read these instructions first in its entirety prior to purchasing or doing anything to your unit.  We will not be responsible for units that are ripped, torn, or damaged by the customer, or anyone else, after purchase. Units that are ripped or torn by the customer after receipt are not subject to an exchange or in-store credit. 

You must read, understand and agree to act according to the above policy before purchasing a Lace Wig Product.

Xsandy's
Celebrity Hair and beauty Couture
13 Leigham Hall Parade
Streatham
London
SW16 1DR