Refund policy
Overview & Scope
Refund Policy Overview
This policy governs all purchases of Maven Mane wigs, toppers, extensions, and related products. By completing a purchase, the client and/or Brand Partner acknowledges and agrees to the terms outlined below.
Custom Order Timelines
Custom, made-to-order products are estimated to require approximately 6–12 weeks for production prior to final processing, fulfillment, and shipping.
These timelines are estimates only and are not guaranteed delivery dates.
Production timelines may extend due to, including but not limited to:
- international manufacturing holidays
- factory closures
- raw material sourcing delays
- quality control revisions
- customization complexity
- customs processing
- shipping carrier disruptions
- seasonal production volume
Production delays do not make a custom order eligible for cancellation, refund, or chargeback.
14-Day Workmanship Guarantee: All Maven Mane Wigs, Extensions & Toppers include our 14-Day Workmanship Guarantee. Returns may be subject to shipping costs.
Shipping: Once your order is shipped, you’ll receive a confirmation email with tracking information. We currently ship within the U.S. and select international locations.
Order Cancellations: Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, all orders are locked into production and cannot be cancelled, refunded, or altered.
Order Adjustments: We cannot guarantee changes once an order is placed. If you need to adjust a color, cap size, or customization request, please contact us within 2 business days of delivery at info@mavenmane.com.
Production Delay Notice: If production timelines materially shift, Maven Mane may provide updated estimates as information becomes available from manufacturing partners.
Timeline updates are dependent upon production-stage visibility and supplier communication.
Maven Mane does not guarantee stage-by-stage production reporting.
Goodwill Accommodation: In limited circumstances where production materially exceeds estimated timelines, Maven Mane may, at its sole discretion, offer a courtesy store credit or alternative accommodation.
Such accommodations are goodwill gestures only and do not constitute an admission of fault, breach, or refund eligibility.
Returns & Custom Orders: Due to the custom and hygienic nature of medical-grade hair products, all sales are final. We do not offer refunds or returns on fully custom or modified orders, including but not limited to color customization, highlights, dimensional blends, curl patterns, texture modifications, cutting, or post-production finishing requests.
Nature of Products & Evaluation Standards
Virgin Hair Assessment Disclaimer
Maven Mane products are professional, medical-grade hair systems constructed using colored-virgin human hair and are intentionally delivered unfinished to allow for professional cutting, coloring, styling, and customization by the Brand Partner.
Brand Partner acknowledges and agrees that:
- Virgin human hair may be affected by environmental conditions, transit, and humidity and must be professionally washed and reset prior to performance or quality assessment
- Visual representations, including photography and AI-generated imagery, are provided for reference only and may vary due to screen settings, lighting conditions, and artistic interpretation
- Variations in texture, density, movement, highlight placement, and overall appearance are normal and expected with virgin hair systems
Color Representation & Variation Disclaimer
All digital images, including photography and AI-generated representations, are provided for reference purposes only. Color appearance may vary based on screen settings, device type, lighting conditions, and individual perception.
Maven Mane strongly recommends the use of a physical color ring for accurate color selection. Orders placed without a color ring acknowledge and accept reasonable variation in tone, depth, and dimension.
Highlight placement, brightness, density, blending style, or artistic interpretation performed at the factory does not constitute a workmanship defect. Variations in highlight distribution are expected and do not qualify for refund or replacement under the Workmanship Guarantee.
Length & Measurement Disclaimer
All length measurements are taken prior to professional finishing. Final perceived length may vary once the unit is cut, styled, curled, or set.
Verification of length accuracy or balance can only be determined through in-person inspection of an unaltered unit. Measurements assessed after cutting, washing, styling, or modification are not eligible for workmanship evaluation.
Workmanship Evaluation Standards
All evaluations under Maven Mane’s 14-Day Workmanship Guarantee are conducted by a Maven Mane–approved quality control specialist and are based on objective construction and workmanship standards, not personal preference, stylist opinion, or client expectation.
Workmanship determinations cannot be made from photos, videos, screenshots, or verbal descriptions alone and require physical inspection where applicable.
Subjective opinions, stylist interpretation, or client preference do not constitute a workmanship defect.Maven Mane & Co. Exclusivity Rights.
All workmanship, accuracy, and construction concerns are governed exclusively by Maven Mane’s Workmanship Guarantee, Refund Policy, Escalation Protocol, and Wig University materials, as updated from time to time.
All final determinations are made solely by Maven Mane following proper review.
Stylist Representation & Review Process
Independent Refund Disclaimer: If a Maven Brand Partner independently chooses to issue a refund, partial refund, credit, or financial concession to their client outside of Maven Mane’s formal review process, that decision is made solely at the stylist’s discretion.
Maven Mane & Co. is not responsible for, bound by, or liable for any refund promises, representations, or financial decisions made by the stylist.
Any refund issued by a stylist does not obligate Maven Mane to reimburse the stylist, absorb costs, or alter Maven Mane’s policies or determinations.
The stylist agrees to hold Maven Mane & Co. harmless from any claims, losses, disputes, or liabilities arising from stylist-initiated refunds or representations.
Required Escalation & Review Process
All refund requests, disputes, or concerns related to Maven Mane products are subject to Maven Mane’s formal escalation and review process.
Before any refund, replacement, repair, or resolution may be considered:
- All concerns must be submitted through Maven Mane’s official review process
- No outcomes may be promised or implied by a stylist, retailer, or third party
- Maven Mane reserves the right to require physical return and in-person inspection of the unit
- Decisions are based solely on objective workmanship standards, not personal preference or stylist opinion
- Any communication, promise, or concession made outside of Maven Mane’s formal review process is not binding and does not obligate Maven Mane in any way.
Failure to follow the required escalation process may result in denial of the claim.
Inspection Requirement
Any claim related to workmanship, construction, length, balance, or specification accuracy requires the unit to be returned to Maven Mane for physical inspection. Refunds, repairs, or replacements will not be issued based on photos, videos, or third-party assessment alone.
Condition of Returned Items
For any inspection, the unit must be returned in its original, unaltered condition. This includes no cutting, coloring, washing, styling, or modification of any kind. Units returned in an altered condition are not eligible for workmanship evaluation, refund, or replacement.
Inspection Outcome Determination
If, after physical inspection, no verified workmanship defect is identified, the unit will be returned to the Brand Partner in its original condition. No refund, replacement, or repair will be issued.
Subjective preference, client dissatisfaction, stylist interpretation, or aesthetic judgment do not constitute a workmanship defect and do not qualify for refund or replacement.
Refunds are issued only when a replacement cannot be produced due to the unit being fully custom, discontinued, or no longer manufacturable using the original specifications. Stock units are eligible for replacement and do not qualify for refunds once a replacement is available.
Determination of defects, eligibility for replacement, or refund is made solely by Maven Mane’s Quality Control team and cannot be determined by client preference, third-party opinion, or stylist assessment alone.
Chargebacks & Disputes
All purchasers agree to contact Maven Mane & Co. directly regarding order concerns, workmanship claims, shipping concerns, or fulfillment questions prior to initiating a third-party payment dispute.
Because many Maven Mane products are custom, made-to-order, or allocated specifically to an individual purchase, initiating a chargeback, payment reversal, or “item not received” claim while an order remains in active production, fulfillment, or transit may materially disrupt the fulfillment process.
Maven Mane reserves the right to submit all relevant supporting documentation in response to payment disputes, including but not limited to:
- signed agreements
- policy acknowledgments
- order confirmations
- customization approvals
- fulfillment documentation
- production communications
- shipping records
- prior resolution attempts
Payment processor investigations commonly require 30–90+ days, and fulfillment timelines may be impacted while disputes remain unresolved.
Initiating a payment dispute does not automatically create refund eligibility.
Brand Partner Payment Disputes
Brand Partners are subject to separate contractual obligations under the Maven Mane Brand Partner Agreement.
Initiating a chargeback, payment dispute, payment reversal, or similar claim constitutes a material breach of the Brand Partner Agreement and Maven Mane’s internal resolution process.
As a result, Maven Mane reserves the right to immediately:
- revoke Brand Partner status
- suspend wholesale purchasing access
- terminate certifications, commissions, and affiliate privileges
- remove access to partner education, training, systems, or resources
- suspend active partner benefits pending dispute resolution
Brand Partner termination or suspension resulting from a payment dispute is administrative enforcement of contractual terms and does not constitute an admission of wrongdoing by either party.
Third-Party Payment Methods
When a purchase is made using a third-party payment method, Maven Mane’s contractual relationship and dispute resolution process applies solely to the purchasing stylist or account holder. Maven Mane does not engage in direct resolution with end clients whose payment method was used without a direct customer account.
Stock vs. Custom Orders
Stock pieces may be eligible for replacement if a verified workmanship defect is found. Fully custom or modified orders are not eligible for refund and will be resolved through repair or replacement only.
Once a wig has been customized or modified beyond its original base construction, it is considered a final-sale item and is no longer eligible for return or refund.
If your order arrives damaged, please contact our support team within 3 business days of delivery so we can review and determine next steps.
By completing a purchase, the client acknowledges and agrees that all disputes, concerns, and refund requests are governed by Maven Mane’s escalation and review process.