Refund policy

At Gotobg, your satisfaction is our top priority. We understand that finding the perfect wig, lace front, or hairpiece is a highly personal journey, and sometimes an item may not meet your exact expectations. Whether the shade is slightly different from what you envisioned or the fit is not quite right, we want to ensure your shopping experience remains positive, transparent, and fair. This comprehensive return policy outlines the entire process, your responsibilities regarding return shipping, and the precise steps you need to follow to secure a timely refund. Please read through these guidelines thoroughly before initiating a return request with our support team.

Return Eligibility and Timeframe

We gladly accept return requests within thirty days from the official delivery date of your package. To be eligible for a successful return and full refund, the item must be returned to our facility in the exact condition it was received. Because wigs are personal care items, maintaining strict hygiene standards is essential for the health and safety of all our customers. The wig must be completely unworn, unaltered, unwashed, and free of any odors, styling products, perfumes, or makeup stains. Additionally, all original packaging, hair nets, tissue paper, labels, and tags must remain perfectly intact and attached to the product. We encourage you to carefully inspect your product immediately upon arrival before making any alterations or removing any tags.

Return Shipping Cost Responsibility

Please be advised that Gotobg does not provide prepaid return shipping labels, nor do we cover or reimburse the cost of return shipping for standard returns. If you decide to return an item due to personal preference, a change of mind, an incorrect size selection, or an unsuitable color choice, you will be fully responsible for purchasing the return shipping label and arranging the shipment through your local postal service or courier. We highly recommend utilizing a shipping service that provides a tracking number and shipping insurance, as Gotobg cannot be held responsible or liable for return packages that are lost, misdelivered, or damaged while in transit back to our warehouse.

There is a critical exception to this rule regarding shipping fees. If the return is a direct result of an error on our part—specifically if you received an incorrect item that does not match your order confirmation, or if the item arrived at your location damaged or defective—Gotobg will assume full responsibility for the return shipping costs. In these rare instances, our customer service department will provide you with a prepaid return shipping label or arrange for an appropriate reimbursement of your shipping expenses. Please ensure you document any damage or errors immediately with clear photographic evidence to help us expedite this exception for you.

Step-by-Step Guide on How to Return Your Items

To ensure your return is processed smoothly, securely, and without unnecessary delays, please strictly adhere to the following step-by-step procedure:

1. Step 1: Initiate Your Return via Email

   Before packing up your item, you must formally initiate your request by contacting our customer service department. Send a detailed email to our dedicated support address at service@gotobg.com. In the subject line of your email, please clearly state your order number followed by the phrase "Return Request". In the body of the email, please provide your full name, the specific item or items you wish to return, and a brief description of the reason for your return. If you are requesting a return due to receiving an incorrect or damaged item, you must attach clear, well-lit photographs or a short video demonstrating the defect or the incorrect item received so our team can verify the issue and issue your prepaid shipping label.

2. Step 2: Await Return Authorization and Shipping Address

   Once you submit your email request, our customer service team will review the details within two to three business days. If your request complies with our timeline and conditions, we will send you a reply email containing your official Return Merchandise Authorization number and the exact, correct warehouse shipping address where your package must be sent. Please do not send any items back to the address listed on your original shipping box, as our fulfillment centers are separate from our returns processing facility, and unauthorized packages may be rejected or permanently lost.

3. Step 3: Securely Pack the Item

   Carefully place the wig back into its original protective hair net, plastic wrap, and cardboard box, ensuring all tags, inserts, and packaging materials are included. To prevent the wig from shifting, tangling, or getting crushed during transport, place the product box inside a secure, sturdy shipping mailer or an appropriate cardboard box. Please clearly write your provided Return Merchandise Authorization number on the outside of the shipping box or print out your confirmation email and place it neatly inside the package. This step is vital because it allows our warehouse staff to identify your package instantly upon arrival and link it directly to your account.

4. Step 4: Ship the Package and Share Tracking

   Take your securely packed parcel to your preferred shipping carrier, such as your local post office or a reliable courier service. Purchase a shipping label addressed precisely to the warehouse destination provided by our support team. Remember to request a tracking number and a physical shipping receipt from the carrier. Once the package has been officially scanned and sent, reply directly to our ongoing email thread at service@gotobg.com with the carrier name and the tracking number. This allows both you and our team to monitor the package journey and ensures your return is not overlooked once it reaches our facility.

Inspection and Refund Processing

When your returned package arrives safely at our designated facility, it will enter our inspection queue. Our specialized quality assurance team will carefully examine the item to verify that it meets all the standard hygiene and structural requirements—ensuring the lace remains uncut, the hair has not been manipulated or brushed out, and all original tags are firmly attached. This mandatory inspection process typically takes between five to seven business days from the physical date of delivery at our warehouse.

Once the item successfully passes our quality check, your refund will be formally approved and processed. The refund amount will be credited automatically back to the original method of payment used during your initial checkout. Please bear in mind that banking institutions and credit card companies often require additional processing times to post funds to your account. It usually takes an additional three to ten business days for the financial transaction to appear on your bank statement after we issue the credit from our system. We will send you an automated email notification the exact moment your refund is officially initiated on our end.

Additional Information and Support

We strive to make this process as smooth and straightforward as possible. If you experience any technical difficulties, have questions regarding how to measure or package your item properly, or require further clarification regarding shipping costs, please reach out to us. Our friendly support staff is fully dedicated to answering your questions and guiding you every step of the way. You can contact us at any time by emailing service@gotobg.com, and we will get back to you as quickly as possible. Thank you for choosing Gotobg for your hair solutions, and we appreciate your cooperation and understanding regarding our return procedures.