Refund Policy

RETURN, REFUND & CANCELLATION POLICY — THE WAYEN BEAUTY & GLAMOUR
Last updated: September 2026

At The Wayen Beauty & Glamour, your satisfaction is our priority. We are committed 
to providing high-quality products and a transparent, fair returns process in 
compliance with EU consumer protection law.

RIGHT OF WITHDRAWAL (EU LAW)
In accordance with EU Directive 2011/83/EU on Consumer Rights, you have the right 
to withdraw from your purchase within 14 days of receiving your order, without giving 
any reason. The withdrawal period expires 14 days after the day on which you, or a 
third party designated by you, take physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by sending 
a clear written statement to contact@thewayenbeauty.com before the 14-day period 
expires. You may use the following model withdrawal statement:

"I hereby give notice that I withdraw from my contract of sale of the following goods: 
[product name(s)], ordered on [date], received on [date]. 
Name: [your name]. Address: [your address]. Date: [today's date]."

ITEMS EXEMPT FROM THE RIGHT OF WITHDRAWAL
The following items are exempt from the right of withdrawal for hygiene and health 
protection reasons, in accordance with Art. 16(e) of EU Directive 2011/83/EU:
- Wigs and hair extensions that have been worn, washed, brushed, or altered in any way
- Opened makeup, skincare, and beauty products
- Items that have been customised or personalised at your request
- Items that have been used or damaged by the customer

ELIGIBILITY FOR RETURNS
To be eligible for a return, the following conditions must be met:
- The item must be returned within 14 days of delivery
- The item must be unused, unworn, and unwashed
- The item must be in its original packaging with all tags and accessories included
- The item must be in the same condition as when it was received
- Proof of purchase (order number or receipt) must be provided

Items that do not meet these conditions will not be accepted for return and will be 
sent back to the customer at their expense.

HOW TO INITIATE A RETURN
To initiate a return, please follow these steps:
1. Contact us at contact@thewayenbeauty.com within 14 days of receiving your order
2. Include your order number, the item(s) you wish to return, and the reason for return
3. Our customer service team will respond within 2 business days with return instructions
4. Pack the item(s) securely in their original packaging
5. Ship the item(s) to the address provided by our team
6. Share the return tracking number with us once dispatched

Please do not send items back without prior authorisation. Unauthorised returns will 
not be accepted.

RETURN SHIPPING COSTS
Return shipping costs are the responsibility of the customer, except in the following cases:
- The item received is defective or damaged
- The item received is incorrect (wrong product or variant)
- The item does not match its description on our website

In the above cases, we will cover the return shipping costs and provide a prepaid 
return label upon request.

REFUNDS
Once we receive and inspect the returned item, we will notify you by email of the 
approval or rejection of your refund. If approved, your refund will be processed 
within 14 days of receiving the returned item, as required by EU law. The refund 
will be credited to your original payment method, including the original standard 
shipping cost paid at checkout. Please note that Express Shipping costs are 
non-refundable unless the return is due to our error.

Refund processing times by payment method:
- Credit/Debit card: 5–10 business days (depending on your bank)
- Shopify Payments: 3–5 business days
- PayPal: 3–5 business days

If you have not received your refund within the stated timeframe, please first check 
your bank account, then contact your bank or payment provider. If the issue persists, 
contact us at contact@thewayenbeauty.com.

PARTIAL REFUNDS
Partial refunds may be granted in the following situations:
- Items returned in a condition that is not fully original (minor signs of handling)
- Items returned without original packaging or accessories
- Items returned after the 14-day return window

EXCHANGES
We offer exchanges for items that are defective or damaged upon arrival, or if you 
received the wrong product. To request an exchange, contact us within 48 hours of 
receiving your order at contact@thewayenbeauty.com with:
- Your order number
- A description of the issue
- Clear photos and/or videos showing the defect or damage

Subject to stock availability, we will ship the replacement item at no additional cost.

DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us within 48 hours of 
delivery at contact@thewayenbeauty.com. Provide clear photos and/or videos as 
evidence. We will arrange a full refund, replacement, or store credit at your 
discretion. Claims made after 48 hours of delivery may not be accepted.

ORDER CANCELLATION
You may cancel your order under the following conditions:

Before dispatch:
Orders can be cancelled within 24 hours of placement, provided they have not yet 
been dispatched. Contact us immediately at contact@thewayenbeauty.com with your 
order number. If the cancellation is approved, a full refund will be processed 
within 3–5 business days.

After dispatch:
Once an order has been dispatched, it can no longer be cancelled. Please wait for 
delivery and then use your 14-day right of withdrawal to return the item(s) for a 
full refund.

Custom or personalised orders:
Custom or personalised orders cannot be cancelled once production has begun, as 
these items are made specifically for you.

NON-RETURNABLE ITEMS
The following items cannot be returned or refunded under any circumstances:
- Wigs or hair extensions that have been worn, washed, or altered
- Opened beauty, makeup, or skincare products
- Customised or personalised items
- Items purchased during final sale or clearance promotions (clearly marked as 
  non-returnable at the time of purchase)
- Digital products or downloadable content

CONSUMER RIGHTS & COMPLAINTS
If you are not satisfied with our response, you have the right to seek resolution 
through alternative dispute resolution (ADR) mechanisms. In France, you may contact 
the Médiateur de la consommation. You may also use the EU Online Dispute Resolution 
platform at: https://ec.europa.eu/consumers/odr

For any questions or complaints, contact us at:
Email: contact@thewayenbeauty.com
Website: thewayenbeauty.com

We aim to respond to all enquiries within 2 business days.