Refund policy

Return & Hygiene Policy

Last updated: October 2026

At ELSEE Collections, we prioritise the safety, health and hygiene of our customers. Due to the intimate nature of wearable human hair products, lace frontals and synthetic units, strict hygiene protocols govern all returns and exchanges.

1. The 7-Day Inspection Guarantee

We want you to be completely satisfied with your order. You have 7 days from the date of delivery to inspect your purchase and notify us of any return or exchange request.

2. Strict Hygiene & Return Standards

To be eligible for a return, exchange or store credit, all items must be returned in their original, unmodified condition.

To comply with health and safety standards, an item cannot be returned or exchanged if any of the following apply:

  • The lace has been cut, trimmed, torn or altered in any way.
  • The hair has been washed, wet, bleached, dyed or chemically treated.
  • Heat or styling products (hairspray, gel, oil, heat tools) have been applied.
  • The hair has been combed, brushed, plucked or restyled.
  • Original tags, net or packaging have been removed or damaged.
  • The item retains odours such as perfume, smoke, hair products or body odour.

Hygiene notice: Any unit returned showing signs of wear, lace cutting or alterations will be rejected for health compliance and returned to the sender at their expense.

3. Non-Returnable Items

The following items are final sale and cannot be returned or exchanged under any circumstances:

  • Customised or pre-cut units: wigs ordered with custom colouring, bleached knots, pre-cut lace or custom cap sizing.
  • Wig care accessories: opened lace melt sprays, wig caps, adhesives, hot combs or satin storage bags.
  • Clearance / sale items: any product purchased under final clearance or special promotional sales.

4. Human Hair vs. Synthetic Wig Policy

  • Human hair wigs: eligible for return or store credit strictly within the 7-day window, provided all hygiene standards in Section 2 are fully met.
  • Synthetic wigs: due to the delicacy and fibre-friction properties of synthetic units, synthetic wigs must remain sealed in their net and factory box to qualify for return.

5. Damaged, Defective or Incorrect Orders

If you receive a defective unit or an incorrect item:

  1. Contact us within 48 hours of delivery at smappliedtech.group@gmail.com or on WhatsApp at 066 571 6763.
  2. Include clear photos and videos of the issue, showing the uncut lace and untouched hair condition.
  3. Once verified, we will arrange an exchange or issue a full refund at no additional courier cost to you.

6. Return Shipping & Processing Fees

  • Customer responsibility: except for damaged or incorrect items sent by us, return shipping costs are borne by the customer.
  • Recommended service: we recommend a trackable door-to-door courier service. We are not responsible for returned parcels lost in transit.
  • Restocking fee: returns for refunds are subject to a 10% restocking & inspection fee to cover handling and re-sanitisation verification. Alternatively, choose store credit to receive 100% of the value.

7. How to Initiate a Return

  1. Email smappliedtech.group@gmail.com within 7 days of delivery with your order number and photos of the unit.
  2. Our Quality Team will review your request and issue a Return Merchandise Authorisation (RMA) within 24–48 hours.
  3. Pack the item securely in its original box, net and packaging, and dispatch it via courier to the return address we provide.
  4. On arrival, our team will perform a physical hygiene inspection. Approved returns are processed within 3–5 business days.