Refund policy
We want every Mswigs Medical experience to feel thoughtful, transparent, and personal.
Because our medical hair systems may be custom-made or personalized for each client, certain products are subject to special ordering, cancellation, return, and refund terms. Please review these policies carefully before placing your order.
Custom and made-to-order products
Many Mswigs Medical cranial prostheses and medical hair systems are custom-made or personalized based on an individual’s measurements, hair-loss needs, selected construction, color, density, texture, cap specifications, styling, or other customization.
Because these products are prepared specifically for the individual customer, custom and made-to-order products are generally final sale and are not eligible for return or refund simply because the customer changes their mind, selects a different style, no longer wants the product, or finds that the product is not what they expected after customization has begun.
This policy exists because a customized medical hair system generally cannot be returned to inventory and resold to another customer.
Customers should carefully review product specifications, customization selections, measurements, consultation recommendations, and order details before approving a custom order.
Returns
Custom-made and personalized medical hair systems are generally not eligible for return. This includes products that have been:
- custom ordered
- custom sized
- custom colored
- custom cut
- custom styled
- personalized
- altered specifically for the customer
- fabricated or modified according to individual measurements or specifications
Returns are not accepted for:
- change of mind
- buyer’s remorse
- choosing a different style after ordering
- choosing a different color, density, or length after production begins
- failure to review customization details before approval
- failure to follow care instructions
- normal wear and tear
- damage caused by improper care, styling, storage, adhesives, chemicals, heat, or use
- dissatisfaction with a result that matches the approved order specifications
Defective, damaged, or incorrect products
We want every customer to receive the product they ordered in the condition represented at the time of purchase.
If your order arrives damaged, defective, materially different from the approved order, incorrect, missing a significant component, or with a manufacturing issue, contact Mswigs Medical as soon as possible at support@mswigs.com.
Include:
- order number
- description of the issue
- photographs or video when helpful
- photographs of the packaging if the shipment arrived damaged
Do not alter, cut, color, chemically process, or otherwise modify a product you believe is defective before contacting us.
If Mswigs Medical determines that the product has a qualifying defect, damage, or fulfillment error, we may, at our discretion and as appropriate, repair the item, correct the item, replace the item, provide a refund, or provide another reasonable resolution. The appropriate remedy will depend on the nature of the issue and the circumstances of the order.
Fit and customization concerns
Custom fitting is an individualized process. If you have a concern about the fit, construction, styling, or customization of a medical hair system, contact us promptly so we can understand the issue and determine whether an adjustment or correction is appropriate.
A fit concern does not automatically constitute a return or refund. Where reasonable and appropriate, Mswigs Medical may offer adjustment, alteration, refitting, styling correction, repair, or replacement of a qualifying defective component.
The available remedy depends on the nature of the issue and the condition of the product.
Order cancellations
Because custom products may require materials, labor, supplier orders, fabrication, and individualized preparation, cancellation rights may depend on how far the order has progressed.
Customers may request cancellation as soon as possible by contacting support@mswigs.com.
Before custom production, material ordering, or other irreversible work begins, Mswigs Medical may be able to cancel an order. Once custom production, fabrication, customization, material ordering, or other irreversible work has begun, the order may no longer be cancellable.
Any approved cancellation and refund will be handled based on the stage of production and the applicable terms disclosed at purchase. Mswigs Medical will communicate any applicable non-refundable amounts before processing an approved cancellation whenever reasonably possible.
Non-custom products
If Mswigs Medical later offers products that are not custom-made or personalized, those products may have different return or refund rules. The product page or checkout will identify any applicable return restrictions.
Unless a product is specifically identified as eligible for return, assume that custom and personalized medical hair systems are final sale.
Refunds
Approved refunds will generally be issued to the original payment method. Refund timing can depend on when the refund is approved, payment processor processing time, the customer’s bank or card issuer, and the original payment method.
Mswigs Medical does not control the processing time imposed by a customer’s financial institution. If an approved refund has not appeared within the expected processing period, contact support@mswigs.com.
Shipping damage
If a package appears damaged when delivered:
- photograph the package before opening it when possible
- retain the original packaging
- inspect the contents promptly
- contact Mswigs Medical as soon as possible
Email support@mswigs.com with the order number and photographs of the damage. We will review the situation and determine the appropriate next steps.
Exchanges
Custom-made and personalized medical hair systems are generally not eligible for exchanges. If a product is defective, incorrect, or materially different from the approved order, Mswigs Medical may provide a replacement or correction when appropriate.
Sale and promotional items
Unless explicitly stated otherwise, discounted, promotional, or sale items may be subject to additional restrictions. Custom-made or personalized products remain subject to the custom-product policy regardless of whether a promotional discount was applied.
Hygiene and personal use
Medical hair systems are personal-use products. For hygiene and individualized-fit reasons, a worn or used medical hair system generally cannot be returned for resale.
Customers should inspect an item according to the instructions provided and contact Mswigs Medical promptly if there is a suspected defect or fulfillment error.
Insurance and refunds
Insurance reimbursement does not change Mswigs Medical’s return policy. If a customer purchases a medical hair system before confirming insurance coverage, the customer’s responsibility for payment remains governed by the purchase terms.
Mswigs Medical cannot guarantee that an insurer will approve, reimburse, or cover a purchase. Customers should confirm insurance benefits and any required authorization before purchasing.
Policy exceptions
Mswigs Medical reserves the right to review individual situations involving defects, fulfillment errors, shipping damage, or other exceptional circumstances. Any exception is determined on a case-by-case basis and does not automatically modify the general return policy for future orders.
Nothing in this policy is intended to limit rights that cannot lawfully be waived.
How to contact us
For questions about returns, refunds, cancellations, defects, damage, or custom orders, email support@mswigs.com. Please include your order number whenever possible.
Policy notice
This policy is intended to clearly explain Mswigs Medical’s current business practices. Because return, refund, consumer-protection, privacy, shipping, and other legal requirements can vary by jurisdiction and may change over time, this policy is subject to applicable law and should be reviewed by qualified legal counsel before being treated as Mswigs Medical’s definitive legal policy.