Refund policy
Kaelyss Return, Exchange, Cancellation & Appointment Policy
Last updated: April 30, 2026
At Kaelyss, every wig, topper, toupee, hair system, medical wig, and hairpiece is personal, hygienic, and selected or prepared for each client’s individual needs. Many Kaelyss pieces are custom or semi-custom because they may involve client-selected or client-specific details, including but not limited to cap size, base size, density, length, color, lace type, parting, clips, hair type, fit, styling, cut, customization, or preparation.
Because of the personal, hygienic, custom, and semi-custom nature of our products and services, all sales are final. Kaelyss does not offer refunds.
A one-time exchange may be considered only under the strict conditions listed below. Exchanges are not guaranteed.
1. Final sale policy
Kaelyss does not offer refunds on:
- Wigs
- Hair toppers
- Toupees
- Men’s hair systems
- Medical wigs / cranial prosthesis pieces
- Ready-to-wear hairpieces
- Custom orders
- Semi-custom orders
- Special orders
- Sale, promotional, or discounted items
- Deposits
- Consultation fees
- Installation services
- Maintenance services
- Styling services
- Cutting services
- Coloring services
- Customization services
- Opened hair care products
- Opened accessories
- Gift cards
- Shipping fees
- Rush fees
- Payment processing fees
Once an order is placed, booked, prepared, customized, shipped, picked up, installed, serviced, or released to the client, it is considered final sale.
Refunds will only be issued if required by applicable law, if Kaelyss cancels an order before fulfillment, or if Kaelyss determines that an order cannot be fulfilled.
2. Custom and semi-custom definition
For purposes of this policy, a product may be considered custom or semi-custom if it is made, selected, ordered, reserved, altered, prepared, or recommended based on the client’s preferences, consultation, photos, measurements, selected specifications, medical needs, desired look, cap size, density, color, length, texture, lace type, base type, parting, clips, or other personal details.
A product does not need to be fully handmade from scratch to be considered custom or semi-custom.
Because most Kaelyss wigs, toppers, toupees, and hair systems are selected or prepared according to client-specific needs, most hairpiece purchases are final sale.
3. Exchange-only policy
Kaelyss may approve a one-time exchange only if all conditions below are met:
- The exchange request is submitted within 48 hours of delivery or pickup.
- The item has not been worn.
- The item has not been washed.
- The item has not been cut.
- The lace has not been cut.
- The item has not been colored, toned, bleached, plucked, thinned, curled, straightened, styled, installed, glued, taped, sprayed, or altered.
- The item has not been brushed excessively or handled in a way that changes its condition.
- The cap, lace, clips, combs, base, knots, hair, and packaging remain in original condition.
- All tags, security ties, hair nets, packaging, and original materials are intact.
- The item is free from perfume, smoke, food odor, body odor, makeup, glue, tape, adhesive, oils, hair products, or any signs of use.
- Kaelyss approves the exchange request in writing before the item is returned.
Exchanges are not automatic. Kaelyss reserves the right to deny any exchange request that does not meet these conditions.
Unauthorized returns will not be accepted.
4. Items not eligible for exchange
The following items are final sale and not eligible for exchange:
- Fully custom wigs, toppers, toupees, or hair systems
- Medical wigs or cranial prosthesis pieces selected, prepared, or ordered for a client
- Any hairpiece that has been cut, colored, toned, styled, thinned, plucked, bleached, installed, glued, taped, or altered
- Any hairpiece with cut lace
- Any hairpiece that has been worn
- Any hairpiece that has odor, makeup, adhesive, hair product, oil, or signs of use
- Any hairpiece purchased on sale, promotion, clearance, or discount
- Opened hair care products
- Opened accessories
- Gift cards
- Consultation fees
- Deposits
- Service fees
- Installation, maintenance, styling, cutting, or customization services
Kaelyss may deny an exchange if the item is no longer in original, unused, unworn, and unaltered condition.
5. Exchange request process
To request an exchange, email contact@kaelyss.com within 48 hours of delivery or pickup.
Please include:
- Full name
- Order number
- Delivery date or pickup date
- Reason for the exchange request
- Clear photos of the item
- Clear photos of the lace, cap, inside construction, tags, packaging, and security ties
- A short video if requested by Kaelyss
Kaelyss will review the request and decide whether the item may be eligible for exchange.
If the exchange is approved, the item must be shipped back within 3 business days of written approval. The customer is responsible for return shipping, tracking, and insurance.
Kaelyss is not responsible for lost, stolen, delayed, or damaged return packages.
6. Inspection before exchange approval
All returned items are inspected before an exchange is completed.
If the item shows any sign of wear, odor, alteration, lace cutting, washing, styling, coloring, installation, product use, damage, or improper handling, the exchange will be denied.
If an exchange is denied after inspection, the customer is responsible for the cost of shipping the item back. If the customer does not pay return shipping within the requested time, the item may be considered abandoned.
Kaelyss reserves the right to make the final decision on exchange eligibility.
7. Exchange credit and price differences
Approved exchanges are issued as exchange credit only.
No cash refunds and no refunds to the original payment method will be issued.
If the replacement item costs more than the original item, the customer must pay the difference before the replacement item is released or shipped.
If the replacement item costs less than the original item, Kaelyss may issue the remaining balance as store credit at its discretion.
Original shipping fees, rush fees, consultation fees, customization fees, installation fees, maintenance fees, styling fees, and service fees are non-refundable.
Kaelyss may apply a restocking, inspection, or handling fee of up to 20% for approved exchanges.
8. Color, density, length, texture, and fit
Human hair pieces may vary slightly in color, tone, density, texture, wave pattern, length, and appearance. These variations are normal and are not considered defects.
Color may appear different depending on lighting, phone screens, computer screens, filters, photography, indoor lighting, outdoor lighting, and individual perception.
Cap fit, density preference, length preference, color preference, lace preference, and comfort preference are personal choices. A difference in preference does not qualify for a refund.
Clients are encouraged to book a consultation before purchasing if they are unsure about size, color, density, lace type, cap type, or the best piece for their needs.
9. Client measurements and information
Clients are responsible for providing accurate measurements, photos, color references, hair loss details, inspiration photos, and requested specifications.
Kaelyss may provide guidance, but the client is responsible for approving the selected size, color, density, length, and style before purchase.
Incorrect measurements, incomplete information, changes in preference, or unrealistic expectations do not qualify for a refund.
10. Damaged, incorrect, or defective items
If you believe you received the wrong item or a defective item, contact Kaelyss within 24 hours of delivery.
Email contact@kaelyss.com with:
- Order number
- Photos of the packaging
- Photos of the item
- Photos or video showing the concern
Do not wear, cut, wash, style, install, color, brush excessively, or alter the item.
If Kaelyss determines that the item is incorrect or has a qualifying manufacturing defect, Kaelyss may offer repair, replacement, or exchange at its discretion.
Damage caused by improper handling, brushing, washing, styling, coloring, heat tools, glue, tape, adhesive, sleeping, swimming, working out, product buildup, excessive tension, lace mishandling, or normal wear is not considered a manufacturing defect.
Shedding, tangling, lace wear, color fading, dryness, or texture changes caused by use, maintenance, environment, products, or client handling are not considered defects.
11. Order changes and cancellations
Order changes are not guaranteed.
Once an order is placed, Kaelyss may begin sourcing, reserving, preparing, customizing, or scheduling work for the piece. For this reason, order cancellations are not guaranteed and deposits are non-refundable.
Custom and semi-custom orders cannot be canceled once work has begun, materials have been ordered, the piece has been reserved, or customization has started.
12. Custom orders and deposits
A 50% non-refundable deposit may be required for non-surgical hair replacement services, custom wigs, custom toppers, toupees, men’s hair systems, medical wigs, cranial prosthesis pieces, and other custom or semi-custom services.
The deposit secures the appointment, reserves the piece or materials, and covers sourcing, preparation, customization, and administrative time.
If the client chooses not to proceed after the deposit is paid, no refund will be issued.
The remaining balance must be paid before pickup, shipment, installation, or release of the piece.
13. Services are non-refundable
Consultation fees, service fees, installation fees, maintenance fees, styling fees, cutting fees, coloring fees, customization fees, and fitting fees are non-refundable.
Once a service has started or been completed, no refund will be issued.
Client dissatisfaction based on personal preference, change of mind, unrealistic expectations, or failure to follow care instructions does not qualify for a refund.
14. Free in-studio consultation policy
Kaelyss offers free in-studio consultations by appointment only.
Because each appointment time is reserved specifically for the client, clients must cancel or reschedule at least 24 hours before the scheduled appointment time.
Kaelyss allows a 15-minute grace period for free in-studio consultations.
If a client arrives more than 15 minutes late, does not cancel or reschedule at least 24 hours before the appointment, or does not show up, Kaelyss will charge a $150 late cancellation / no-show fee.
By booking a free in-studio consultation, the client authorizes Kaelyss to charge the card on file for the $150 late cancellation / no-show fee if the policy is violated.
15. Virtual consultation policy
Paid virtual consultations require a $50 consultation fee.
Clients must cancel or reschedule at least 24 hours before the scheduled appointment time.
If a client does not cancel or reschedule at least 24 hours before the appointment, arrives late, or does not show up, the $50 virtual consultation fee is non-refundable.
A new consultation fee may be required to book a new virtual consultation.
16. Late arrivals
Late arrivals may reduce the available appointment time.
If the client arrives late and Kaelyss is unable to complete the full consultation, service, fitting, installation, or appointment within the remaining scheduled time, the appointment may need to be rescheduled.
Late arrival does not qualify for a refund.
17. Abandoned orders and unclaimed items
Clients must pick up, complete payment for, or approve shipment of their order within the timeframe communicated by Kaelyss.
If a client fails to claim an item, pay the remaining balance, respond to communication, or schedule pickup within 30 days of notification, Kaelyss may charge storage or administrative fees.
If an item remains unclaimed for 90 days after notification, the item may be considered abandoned. Deposits and payments may be forfeited to cover sourcing, labor, storage, and administrative costs.
Kaelyss is not responsible for unclaimed items after 90 days.
18. Shipping policy for exchanges and deliveries
Shipping fees are non-refundable.
Customers are responsible for providing a complete and accurate shipping address.
Kaelyss is not responsible for packages lost, delayed, stolen, misdelivered, refused, returned to sender, or delivered to an incorrect address provided by the customer.
If a package is returned to Kaelyss because of an incorrect address, failed delivery attempt, refusal, or failure to pick up from the carrier, the customer is responsible for any additional shipping fees.
Kaelyss may require signature confirmation, insurance, or tracking for certain orders.
For approved exchanges, customers must use a trackable and insured shipping method.
19. Shipping timelines and delays
Estimated shipping, delivery, and completion timelines are estimates only.
Custom and semi-custom pieces may require additional time due to sourcing, preparation, customization, inspection, shipping delays, carrier delays, or circumstances outside of Kaelyss’s control.
If an order is delayed, Kaelyss will communicate with the client as soon as possible.
If Kaelyss cannot fulfill an order, or if a refund is required by applicable law, Kaelyss will follow the required legal process.
20. International orders, customs, and duties
For international orders, the customer is responsible for all customs fees, duties, taxes, brokerage fees, import charges, and any additional charges required by the destination country.
Kaelyss is not responsible for customs delays, customs holds, refused international packages, or fees charged by customs authorities.
Refusing an international package does not qualify for a refund.
21. Medical wigs and insurance reimbursement
Some clients may purchase medical wigs or cranial prosthesis pieces for hair loss related to alopecia, chemotherapy, medical treatment, or other conditions.
Kaelyss may provide receipts or documentation when appropriate, but insurance reimbursement is not guaranteed.
Insurance decisions are made by the client’s insurance provider.
A denial of insurance reimbursement does not qualify an order for cancellation, refund, or exchange.
22. Payment plans, financing, and third-party payment providers
If a customer uses a third-party payment provider, financing provider, installment payment service, or buy-now-pay-later service, the customer remains responsible for following both Kaelyss’s policy and the third-party provider’s terms.
A dispute, delay, denial, financing issue, or payment plan issue with a third-party provider does not change Kaelyss’s final sale policy.
23. Chargebacks and payment disputes
Kaelyss encourages clients to contact us directly at contact@kaelyss.com with any order, appointment, or service concern before initiating a payment dispute.
Filing a chargeback or payment dispute does not cancel this policy, the final sale terms, the consultation policy, the deposit policy, or the client’s responsibility for approved charges.
Kaelyss reserves the right to provide the payment processor, bank, or card issuer with documentation showing the order details, appointment records, policy acknowledgment, communications, delivery records, consultation records, signed forms, and proof that the client agreed to Kaelyss’s terms.
To the extent permitted by law, the client remains responsible for unpaid balances, approved charges, no-show fees, late cancellation fees, collection costs, and administrative costs related to invalid or improper disputes.
24. Right to refuse service or cancel orders
Kaelyss reserves the right to refuse service, cancel an order, or decline future appointments in cases of suspected fraud, abusive behavior, harassment, policy abuse, repeated no-shows, unpaid balances, invalid disputes, chargeback abuse, or unsafe conduct.
If Kaelyss cancels an order before fulfillment and no work has begun, Kaelyss will determine the appropriate remedy based on the circumstances and applicable law.
25. Agreement to this policy
By placing an order, booking an appointment, paying a deposit, purchasing a service, completing checkout, submitting payment information, or approving a custom or semi-custom order with Kaelyss, the client acknowledges that they have read, understood, and agreed to this Return, Exchange, Cancellation & Appointment Policy.
For questions, contact:
Kaelyss
1 W Superior St, Suite 200, Loft 22
Chicago, IL 60654
Email: contact@kaelyss.com
Phone: +1 (312) 471-0725