STORE POLICY

 RETURN & REFUND POLICY & GDPR

 

Business name: Mariia Ortynska

IČO: 04747542

Registered address: Děčínská 552/1, 180 00, Praha 8, Czech Republic

Email: mariia@ortynskawigs.cz

 

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1. General Information

 

We specialize in handmade wigs created from scratch using natural hair. Each product is made individually with attention to quality, hygiene, and customer specifications.

 

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2. Right of Withdrawal – 14 Days (EU Law)

 

In accordance with EU consumer law, the customer has the right to withdraw from the contract within 14 days of delivery, without stating a reason, only for non-custom, ready-made products.

 

To exercise this right, the customer must notify us in writing (by email or withdrawal form).

 

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3. Exception – Custom-Made & Personalized Products

 

According to Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to goods:

    •    made to order

    •    customized or personalized according to customer requirements

 

This includes wigs with custom:

    •    size

    •    color or tone

    •    length

    •    density

    •    lace type

    •    hairline design

    •    or any individual modification

 

➡ Custom handmade wigs are non-returnable and non-refundable.

 

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4. Additional Customization

 

If additional customization is requested after placing the order or during production:

    •    50% of the total product price becomes non-refundable

    •    This amount covers materials, labor, and production time already invested

 

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5. Returns of Non-Custom Products

 

Returns are accepted within 14 days of delivery, provided that:

    •    the product is unused and unworn

    •    it has not been cut, styled, washed, dyed, or altered

    •    original packaging and tags are intact

 

Products that do not meet these conditions will not be refunded.

 

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6. Hygiene Notice

 

Due to hygienic reasons, wigs that show signs of wear, washing, styling, odor, or damage cannot be returned or refunded, even within the 14-day period.

 

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7. Defective or Incorrect Products

 

If the product delivered is defective or significantly different from the confirmed order, the customer must notify us within 48 hours of delivery and provide photo documentation.

 

We will offer a repair, replacement, or refund, depending on the situation.

 

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8. Refunds

    •    Approved refunds are issued to the original payment method

    •    Processing time: up to 14 business days

    •    Shipping costs are non-refundable

 

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9. GDPR – Personal Data Protection

 

Personal data is processed in accordance with Regulation (EU) 2016/679 (GDPR).

 

Processed personal data:

    •    name and surname

    •    address

    •    email and phone number

    •    order and payment details

 

Purpose of processing:

    •    order fulfillment

    •    invoicing and accounting

    •    customer communication

    •    compliance with legal obligations

 

Personal data is not shared with third parties, except for shipping companies and payment providers necessary to complete the order.

 

The customer has the right to:

    •    access their personal data

    •    request correction or deletion

    •    restrict processing

    •    withdraw consent

    •    file a complaint with the supervisory authority

 

DEPOSIT FOR CUSTOM PRODUCTION

 

Non-Refundable Production Deposit

 

For custom production of wigs, hair toppers, or larger orders of smaller hair accessories (e.g. hairpieces), a production deposit of CZK 5,000 to CZK 10,000 is required, depending on the scope of the order.

 

The deposit is:

    •    non-refundable

    •    used to cover materials, labor, and preparation

    •    becomes non-refundable upon signing the contract / confirming the order and confirmation of production start

 

If the customer cancels the order after production has started, the customer is not entitled to a refund of the deposit, regardless of the reason for cancellation.