Refund, Returns & Cancellation Policy

At House of Anna, we take pride in creating high-quality wigs and want you to love your purchase. Please read our policy carefully before placing your order.

Order Changes & Cancellations

Orders may be changed or cancelled within 24 hours of purchase. After this time, your order may have entered production or customisation and cannot be changed or cancelled.

Human Hair Wigs

Our human hair wigs are individually customised, making every wig unique. Due to the customised nature of these products, we do not accept refunds, returns, or exchanges for change of mind.

Slight variations in plucking, hairline, styling, density, and colour are a natural part of the customisation process and are not considered manufacturing faults.

Synthetic Wigs

For hygiene reasons, we do not accept refunds, returns, or exchanges on synthetic wigs for change of mind.

Faulty Products

If you believe your wig has a manufacturing fault, please contact us within 7 days of receiving your order.

To be eligible for assessment, the wig must:

• Be unworn and unaltered.

• Be returned in its original packaging, including any accessories supplied.

• Have the lace uncut (where applicable).

All faulty items must be returned to House of Anna for inspection before any claim can be approved. Once we have inspected the item, we will notify you of the outcome. If the item is found to have a genuine manufacturing fault, we will provide an appropriate remedy in accordance with the New Zealand Consumer Guarantees Act 1993.

If the returned item shows signs of wear, has been altered, or the lace has been cut (where applicable), your claim may be declined and the item returned to you.

Return Costs

The customer is responsible for the cost of returning an item to House of Anna for inspection. We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged during return transit.

If your claim is approved, any applicable refund will be processed to your original payment method as soon as reasonably practicable. Original shipping charges are non-refundable unless required under the New Zealand Consumer Guarantees Act 1993.

Shipping

All orders are sent with tracked shipping for your peace of mind. If your parcel is lost in transit, please contact us at contact@houseofanna.co.nz and we will work with the courier to resolve the issue.

If an order is returned due to an incorrect delivery address provided by the customer, additional shipping charges will apply before the order can be resent.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993.