14-Day Workmanship Guarantee
The Maven Mane & Co.® 14-Day Workmanship Guarantee
Every Maven wig, topper, extension and related hair product is inspected before it leaves our production partner and again by the Maven team in the United States before it is shipped to the purchaser.
If you believe your product has a workmanship concern or does not materially match the written specifications Maven approved for the order, notify Maven within 14 calendar days of the carrier-confirmed delivery date. Requests received after this 14-day period are not eligible for workmanship review.
This guarantee applies to verified workmanship concerns and verified material differences from the written, approved order specifications. It does not cover preference changes, normal human-hair variation, inaccurate information supplied by the purchaser, or changes and damage occurring after delivery.
Inspect, Wash & Reset the Product
International transit, packaging, weather and humidity may temporarily affect the appearance, movement and finish of human hair. The purchaser may—and will often be encouraged to—gently wash and reset the product according to Maven's care instructions before assessing its movement, density, texture or curl pattern.
Washing and a routine reset do not void the guarantee.
Before Maven completes its review, do not:
- cut the lace or hair;
- thin or structurally alter the product;
- color, bleach, root, perm or chemically process the hair;
- apply adhesive or permanently install the product; or
- make any other customization that could change or conceal the concern.
What the Guarantee Covers
Eligible concerns may include:
- lace tearing, fraying, holes or gaps caused by construction;
- wefts, clips, combs, bands or fastening mechanisms detaching or failing;
- faulty knotting or ventilation that causes abnormal shedding or visible gaps;
- verified construction, measurement or balance defects;
- damage present upon delivery; or
- a verified material failure to follow the written specifications Maven approved for the order.
A specification concern is evaluated against the final written order record, not memory, verbal discussion, inspiration photography alone or a client's later preference.
What the Guarantee Does Not Cover
The guarantee does not cover:
- concerns reported after the 14-calendar-day review period;
- a change of mind or decision to select a different color, length, density, hairline, cap construction, texture or style;
- subjective dissatisfaction or client preference when the product materially matches the approved order;
- normal variation in human hair, hand-applied color, highlight placement, tone, texture, movement, density or finish;
- differences caused by screens, photography, lighting or individual color perception;
- normal shedding, dryness, fading or wear;
- inaccurate or incomplete measurements, selections, photographs or instructions provided by the purchaser;
- damage caused by improper care, excessive heat, chemical processing, coloring, cutting, adhesive, installation, misuse or an alteration performed after delivery; or
- a deviation Maven disclosed before shipment when the purchaser elected to accept the product and an agreed credit, adjustment or other accommodation. Acceptance of that accommodation resolves the disclosed issue. Unrelated eligible concerns may still be reviewed within the original 14-day period.
How to Request a Workmanship Review
Email info@mavenmane.com within 14 calendar days of the carrier-confirmed delivery date and include:
- the order number;
- a clear written description of the concern;
- clear photographs; and
- a video whenever movement, shedding, construction or texture is involved.
Maven will respond within two business days after receiving a complete request. This first response will confirm receipt and explain the next step. A final decision may take longer if we need more photos, supplier input or a physical inspection. We will keep you updated.
Photographs and video allow Maven to determine whether the product should be accepted for physical inspection. They do not, by themselves, establish that a defect exists.
If the documentation supports accepting the product for review, Maven will provide a prepaid standard shipping label and return instructions. Products sent without authorization may not be accepted.
Physical Inspection & Determination
Maven may require the product to be returned for physical inspection before determining whether the concern is covered. The product may have been gently washed and reset, but it must otherwise remain unaltered.
Maven's quality-control team evaluates the product against the final written order specifications and objective workmanship standards. Maven makes the final eligibility determination.
If no covered concern is verified, the product will be returned to the purchaser. The purchaser is responsible for the cost of shipping the product back to them.
Available Resolutions
When Maven verifies an eligible concern, Maven will determine the appropriate resolution based on the nature of the issue. Available resolutions may include, in this order:
- repair or adjustment;
- replacement or remake; or
- account credit when Maven determines it is appropriate.
Maven covers standard shipping associated with an approved repair, replacement or remake.
Maven does not issue cash refunds for product concerns, except where required by applicable law.
Retail & Brand Partner Responsibilities
The purchasing Retail or Brand Partner must initiate the claim. End clients should work directly with the stylist or business from whom they purchased the product.
Partners must not promise a refund, remake, replacement, repair, credit or other outcome before Maven completes its review. A partner's independent decision to refund or compensate an end client does not obligate Maven to reimburse the partner or change Maven's determination.