At The Beauty Plug Distribution, we lead with integrity and comfort-first care. Our policies are clear, consistent, and designed to protect both our clients and our quality standards.

Because hair products and medical wigs are personal-use items, hygiene and product integrity guide all return decisions.

1. Reporting an Issue (48-Hour Rule)

If you receive the wrong item, a damaged item, or believe there is a defect, you must notify us within 48 hours of confirmed delivery.

Please email support with: - Order number - Clear photos and/or video of the item - Photo of original packaging - Photo of shipping label

Timely reporting allows us to resolve issues quickly and fairly.

2. 30-Day Return & Exchange Window

Return or exchange requests must be submitted within 30 days of delivery.

To qualify, items must be: - Unused - Unworn - Uninstalled - Unwashed - Unaltered (lace uncut, no dye/bleach, no chemical processing) - Free from odor or product buildup

All returned items are inspected before approval.

TIERED RESOLUTION STRUCTURE

We resolve concerns through one of three options: Refund, Exchange, or Store Credit.

 

Level 1 — Refund (Original Payment Method)

Refunds are issued when: - We shipped the wrong item - A verified defect is confirmed - An item is damaged in transit (with carrier confirmation) - An order is canceled before processing begins

If return is required, the item must pass inspection before refund approval.

Refunds are processed within 5–10 business days after approval. Bank processing times may vary.

Original shipping fees are non-refundable unless the error was ours.

 

Level 2 — Exchange

Exchanges are available when items meet eligibility standards.

You may exchange for: - Different length - Different texture - Size adjustment (when applicable)

Price differences must be paid before shipment.

Customers are responsible for return shipping unless the error was ours.

If a requested exchange is out of stock, store credit may be issued.

 

Level 3 — Store Credit

Store credit may be issued when: - A return qualifies but does not meet refund criteria - An exchange is unavailable - A client prefers credit over refund

Store credit: - Is issued after inspection - Is delivered digitally - Is valid for 12 months

Medical Wigs (Cranial Prosthesis)

Medical wigs are personal and comfort-focused items.

Eligible returns or exchanges must: - Be unused and unaltered - Be requested within 30 days - Pass inspection

Once a medical wig has been worn, customized, or altered, it may not be eligible for return due to hygiene standards.

We provide documentation support for insurance submission when applicable. Insurance approval and reimbursement are determined by the client’s health plan and are not guaranteed.

Deposits (Custom & Special Orders)

Custom and special-order units require a deposit.

Once production or sourcing begins, deposits are non-refundable.

The remaining balance must be paid before shipment.

Delivered Packages & Carrier Claims

If tracking shows “Delivered,” please: - Check around your delivery location - Check with neighbors or leasing office - Contact the carrier

We assist with carrier claims when applicable. Signature confirmation may be used as proof of delivery.

Chargebacks & Disputes

We encourage clients to contact us first so we can resolve concerns promptly.

If a chargeback is filed, we will provide documentation including: - Proof of delivery - Order confirmation - Communication history - Policy acknowledgment

Our goal is always resolution with clarity and respect.

Our Commitment

We commit to honest details, consistent quality, and support that shows up. Every policy exists to protect the integrity of our products while ensuring clients feel respected and cared for.

If you have questions, we’re here to help.