RETURNS & EXCHANGES POLICY

To apply for a return or exchange, please submit a request via email to info@frontalis.nl. Further information will be requested and if your return or exchange is approved, you will be provided with a specific address.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging as well as in its original form.

To complete your return, we require a receipt or proof of purchase and an approved returns request.

Our policy lasts 14 days. If 14 days have gone by since your purchase, we can’t offer you a refund or exchange.

Several types of goods are exempt from being returned and can only be exchanged:

• Wigs
• Sale Items
• Items using a discount code
• Bundle deals

We do not offer refunds due to order delays as all of our items are custom made, so you may incur delayed delivery.

WIG RETURN POLICY

We do not offer refunds on frontals units/custom wigs/custom orders due to hygiene and health and safety laws.

All units are made according to the requirements you have provided. Please note, we are not responsible for non-accurate measurements resulting in the unit not fitting.

CUSTOM COLORED ITEMS – e.g. custom color bundles.

We do not provide a refund on hair that has been custom colored by us via customer request under any circumstance.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

We do not offer returns on orders that have used a discount code and/or discounted items.

We do not refund wigs and bundle deals.

HOW TO MAKE A RETURN
Our returning guarantee entitles you to return the product within 14 days of having received it,
this does not apply to items in the sale, wigs and bundle deals. All purchased sale items are final and not returnable.
Since the products bought from our webshop are made to order. We don’t give any refunds. We will accept returns and issue a changing possibility on certain readymade items such as wig grip, adjustable band and if the item we have sent you have damage to it due to our fault.

BEFORE you send back, any items purchased from our webshop you must email us why the item(s) are send back.
Once the written request is received, info@frontalis.nl we will send confirmation via E-mail to the client including the return authorization number. Clients must write this return authorization number externally on the box if the number is not visibly on the package, we reserve the right to refuse un-authorized returns.

When returning goods by post please ensure that you fill in, enclose the return form, and place the return sticker and authorization-number received back from us visibly and externally on the package you send back to us.
the returns form will have been enclosed in your delivery. If you have not received one or lost it, please contact us and we will email you a copy of the return form we reserve the right to refuse un-authorized returns.
the item(s) must be sent back within 7 days from the date of receiving the order.
We will not give any refund of the purchased items or for the cost of return-shipping costs.

You have the right to open the package and check the contents, but the product must be returned unused unworn and unwashed. All original packaging, price tags/labels and extra additions belonging to the purchased order shall be returned with the product without having been tampered with or damaged.
If the product is not send back as described we will NOT accept and reserve the right to refuse unauthorized returns.
We expect the customer to research the measurements of the item before purchasing it.
The shipment costs for returning a product is for the customers expense.

RETURN STEPS
Before sending back items you must email us info@frontalis.nl with the information why the item is returned to us,
(pictures are allowed to be send to us and are welcome and can speed up the process)
we will send a confirmation to the client via E-mail including the return authorization number. Clients must write this number externally on the box, if not we reserve the right to refuse un-authorized returns.

+ All items need to be send back within 14 days after receiving your item.
+ All items must be returned unused unworn and unwashed.
+ All original packaging, price tags/labels and extra additions shall be included without being tempered with

+ Place the item(s) in the (original) shipping box.
+ Enclose the completed Return Form.
+ Place the original or a copy of the receipt that came with your order.
+ Close the box and tape it securely.
+ Post your parcel using any of your preferred shipping methods.
+ Return shipment is at the customer’s own cost and responsibility.

TRANSIT-DEFECTIVE PRODUCTS
We cannot be held responsible for anything lost or damaged in transit. To secure the arrival of your return, we advise using a postal service with tracking and/or insurance.
If the product is damaged or do not correspond with how the product was presented on www.frontalis.nl you have the right to not accept the package or enter a claim with your local post office or the company who where responsible for delivering the package.
If the default is not caused by the postal service please follow the instructions described under “return”.

HOW TO ENTER A CLAIM/REFUND

Please contact info@frontalis.nl as soon as you discover a default within 14 days.
and follow the instructions under ‘’returns’’.
We will first try to see if it is possible to repair or remedy the fault if the damage is due to our fault.
When this is not possible then we will replace the product with a new product.
If we are unable to replace the product or remedy the fault, then we will refund the money within 14 days.
Unfortunately, we cannot refund any taxes, duties, charges or shipping fees for returns.
Refunds will be done in Euros, at the price paid upon original purchase
Sending a photograph of the damage/error and proof of payment this will speed up the process we reserve the right to refuse unauthorized returns.
When we have received the product back and approved the claim you will be informed trough email.

If you paid by card, the amount will be refunded to the card that you used for payment.
You will find the address for returns on the returns form.
We will not refund the cost of return-shipping costs.

REFUNDS

Refunds can only be applied for once you have received the product.

Refunds based on a late delivery claim due to missed delivery will not be accepted as a basis for a refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@frontalis.nl.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@frontalis.nl.

We reserve the right to reject any form of exchange without the original receipt.

YOUR ACCOUNT

You are responsible for maintaining the confidentiality of your account and password information, and you agree to accept responsibility for all activities that occur under your account and password. This website and Frontalis reserve the right to refuse service, terminate accounts, remove, or edit content, or cancel orders.

By placing an order, you warrant that you are over 18 years of age, and that you are providing Frontalis with accurate, truthful information and that you have the authority to place the order.