Returns & refunds policy

Effective Date: April 1, 2026

At ATM Wigs, we are committed to providing fair and reliable after-sales support. This policy explains how returns, refunds, exchanges, and repairs are handled for eligible orders. 

1. Warranty period

The service warranty period begins from midnight of the day after delivery is confirmed.

• Silver customers and below: 30 days
• Diamond customers: 60 days

2. New, unused items

Eligible new and unused items may be returned, refunded, exchanged, or repaired within the applicable warranty period.

Eligible items

This includes most in-stock items, including consignment orders, TNPL orders, and trial orders.

Not eligible

This does not apply to:

• Custom orders
• In-stock items modified at the customer’s request before shipment
• Accessories
• Discontinued items
• Free gifts

Return conditions

To be eligible, items must:

• Be unused and in resalable condition
• Have no stains, damage, or signs of wear
• Include original packaging, tags, warranty cards, accessories, and free gifts
• Not be altered in any way, including trimming, dyeing, washing, or styling

After return approval, items must be shipped back within 7 business days with a valid tracking number.

Refunds

• Processed within 10 business days after the returned item is received and approved by QC
• Limited to the actual amount paid
• Issued through the original payment method

Exchanges

• Processed within 7 business days after the returned item is received and approved by QC
• Exchange is not limited by style or color
• If there is a price difference, the customer must pay the additional amount before shipment
• Any remaining balance may be refunded or credited toward a future order

Repairs

If the issue is confirmed to be attributable to ATM Wigs:

• ATM Wigs covers return shipping, reshipping, and repair costs
• If the item cannot be repaired, a replacement item will be provided

If the issue is not attributable to ATM Wigs, or the item is outside the warranty period:

• Repair support may still be available
• The customer is responsible for return shipping, reshipping, and repair costs

Repair requests are processed within 14 business days after the returned item is received and approved by QC.

3. Used items

For used items, support is available only for quality-related issues within the applicable warranty period.

Covered items

This may include:

• In-stock items
• Modified in-stock items
• Custom orders, which are generally repair only
• Items affected during transportation by third-party carriers

Not covered

• Accessories
• Free gifts

Requirements

To request support for used items:

• The request must be made within the warranty period
• The item must be returned within 7 business days after approval
• The warranty card must be included
• A valid tracking number must be provided

Refunds for used items

Refunds are only accepted when:

• The issue is assessed as medium severity or above
• The issue is confirmed to be attributable to ATM Wigs

Where possible, repair is prioritized first, followed by exchange if repair is not possible.

4. Shipping responsibility

Shipping responsibility depends on the reason for the return.

Customer-responsible cases

For returns due to personal preference, such as:

• No longer wanted
• No longer liked
• Size unsuitable, where the item matches the size description provided by ATM Wigs

The customer is responsible for:

• Original shipping fee
• Return shipping fee
• Exchange or reshipment fee

ATM Wigs-responsible cases

If the issue is caused by ATM Wigs, such as:

• Wrong item shipped
• Incomplete shipment
• Wrong delivery arrangement
• Confirmed quality issue attributable to ATM Wigs

ATM Wigs will cover the applicable shipping costs according to the case.

Carrier-related cases

Loss or damage caused by third-party carriers will be handled based on the specific case and any applicable carrier or insurance terms.

5. Restocking & restyling fees

For returns that are not caused by shipping errors, order errors, or confirmed quality issues attributable to ATM Wigs, the following fees apply:

Human Hair Items

• Restocking fee: $20 per piece
• Restyling fee: $8 per piece if the box seal sticker has been opened, torn, or is incomplete

Synthetic Items

• Restocking fee: $8 per piece
• Restyling fee: $8 per piece if the box seal sticker has been opened, torn, or is incomplete

Silver and Diamond VIP partners receive a 50% discount on these fees.

6. Voucher orders

If an order used a voucher:

• When a refund is approved for an issue attributable to ATM Wigs, the actual amount paid will be refunded and a new voucher of equal value may be issued
• If the issue is not attributable to ATM Wigs, used vouchers are not refundable

7. Consignment orders for VIP partners

Under consignment arrangements, VIP partners must purchase and pay for at least half of the consigned merchandise no later than one week after the agreement expires. The remaining products may then be purchased or returned.

A new consignment order can only be arranged after:

• The previous consignment order has been settled
• Remaining products have been returned, if any
• Related fees have been paid

Returned consignment items are subject to restocking and, where applicable, restyling fees. If returned items remain unopened and do not require restyling, the restyling fee may be waived.

8. Important notes

• The return address will be provided by our customer service team at cs@atmwigs.com
• Please do not return any item without prior confirmation
• All requests are subject to ATM Wigs review and QC inspection
• Claims must comply with applicable laws and regulations