Exchanges and returns

Important information

You may exchange a product purchased in our online shop as many times as needed, provided that it meets the conditions stated on this page. Shipping costs arising from the exchange or return shall be paid by the customer.

Conditions for accepting an exchange or return

In order for an item to be accepted for exchange or return, it must be received in its original packaging and in perfect condition.

• The product must keep its hair net, packaging and original presentation.
• It must not show breakage, odours, signs of use, handling, washing or alteration.
• The hair must not be tangled or damaged after a possible fitting test.
• The item must not have been cut, styled, straightened, curled, dyed or modified.
• The customer must previously notify the exchange or return request in writing.

For hygiene reasons, used, altered or returned products in a condition different from the original delivery condition will not be accepted.

Products that cannot be exchanged or returned

Exchanges or returns will not be accepted for made-to-order, personalised or specifically modified products for the customer.

• Products made to order or according to customised measurements.
• Natural human hair wigs once the customised measurements have been confirmed.
• Items modified due to size, cutting or adaptation requirements.
• Products marked as “Manipulated by the company”.
• Products that are not in stock or are manufactured under a specific order.
• Items that have been altered, used, washed, cut or handled.

Star-10 Collagen wigs

Star-10 collagen wigs that have been modified by straightening, curling, waving or any thermal change to their original appearance cannot be accepted for return.

Although this type of hair may allow changes in shape, any thermal modification alters the original condition in which the product is sold.

Star-10 models that may be exchanged or returned if they have not been manipulated

Akila, Cecilia, Celine, Dona, Federica, Flores, Lara, Luana, Marisa, Montserrat, Saro, Roby, Cleope, Cristy, Melany, Polar, Barbarella, Carmela, Kamila, Lisana, Monika, Rita, Verónica and Wilma.

All other wigs from the Collagen collection cannot be returned.

Natural human hair wigs and personalised products

Natural human hair wigs are mainly made to order. For this reason, once the customised measurements have been confirmed, they cannot be returned.

Wigs are always made with a margin for final adaptation, for example in the fringe length or in small finishing adjustments. This final adaptation can be carried out more precisely in a hair salon specialised in hairpieces and wigs.

TuPeluca Factory cannot be held responsible for technical work carried out later on extensions, hairpieces or natural human hair wigs, such as dyes, colour baths, perms, bleaching, straightening or reconstructive treatments.

Colour variations

The colours shown on the website, photographs, videos or images sent by WhatsApp, Telegram or other digital media may show slight variations compared with the product received.

These differences may be due to the screen settings, brightness, contrast, resolution or calibration of the device used. There may also be small variations in tone, reflection, texture or finish between different production batches.

Images and colour samples are for guidance only and do not constitute a guarantee of an exact 100% match.

Allergies or sensitivity to materials

Before purchasing any of our items, the customer must make sure that they do not have allergies, intolerances or sensitivity to the materials that make up the product.

How to request an exchange or return

Shipping address for exchanges or returns

We do not accept packages sent freight collect or cash on delivery. Return shipping costs shall be paid by the customer.

We recommend shipping by private courier or certified service that allows package tracking.

Exchanges

If you request an exchange and the returned product meets the established conditions, we will send a new package with the requested items.

Shipping costs arising from the exchange shall be paid by the customer, unless expressly stated otherwise by TuPeluca Factory.

Coupons and purchase vouchers

When a return is accepted, TuPeluca Factory may issue a coupon or purchase voucher for the corresponding amount of the returned product, once it has been received and its condition has been checked.

The validity and conditions of use of the coupon will be communicated to the customer in the return acceptance reply.

Payments made with PayPal

For purchases processed through PayPal, if a voucher or refund is applicable, the fees charged by the platform may be deducted when they were not initially charged during the purchase process.

If the PayPal surcharge was applied directly during the purchase, the voucher value will correspond to the amount of the purchased product, excluding said surcharge.

Warranties

If the customer detects a manufacturing defect, they must notify TuPeluca Factory so that the case can be reviewed.

The warranty does not cover items damaged by accident, misuse, handling, improper washing, cutting, alteration or any modification after delivery.

We recommend carefully following the washing and maintenance instructions published on our website and on the original packaging of each product.

Order cancellations and annulments

Cancellation due to an obvious pricing or update error

If an update error occurs in the online shop price database, TuPeluca Factory reserves the right to cancel an order when the applied price clearly differs from the real price of a similar product, catalogue product or equivalent version.

Orders may also be cancelled when the price does not include the applicable tax by mistake, or when a tax has been wrongly applied to customers from areas where it does not apply.

Orders linked to previous incidents

If a customer has an outstanding debt situation arising from previous unpaid orders, courier expenses caused by uncollected orders or other pending incidents, any new order placed in the online shop may be automatically cancelled.

If payment has been made by card, PayPal or another electronic method, TuPeluca Factory will refund the corresponding amount within the periods communicated to the customer, deducting any applicable fees or charges where appropriate.

The only section of the online shop where products may have a significant discount is Clearance - Last Units .

Claims and contact

Every user has the right to make a claim in writing or by telephone.

Access and use

Access to and use of the portal is free, and no prior identification is required to access its content. Use of the online shop and purchase of the products or services offered imply knowledge and acceptance of these conditions.

Access to and use of the portal are subject to current legal regulations and to the express prohibition of actions that may damage the portal, third parties or associated computer systems.

User registration

Users who wish to do so may register with TuPeluca Factory to receive information, take part in promotions or manage their customer data. Those who no longer wish to receive communications may request cancellation by writing to baja@tupeluca.com.

Content, photographs and descriptions

TuPeluca Factory makes every effort to ensure the accuracy of the information on the products offered. However, technical or human errors may occur in descriptions, prices, photographs, features or colours.

Photographs do not necessarily reproduce the items at their natural size and colours may vary depending on the configuration of the computer, screen, graphics card or device used.

Prices

Prices shown in euros include VAT where applicable. For purchases made from countries outside the European Union, the tax may be deducted before completing the purchase, where applicable.

Prices do not include transport costs, insurance, fees or customs duties applicable in countries outside the European Union, which must be paid by the customer.

Secure online payment

TuPeluca Factory undertakes to guarantee high levels of security in online payments. The available payment gateways are independent and managed by specialised provider entities.

TuPeluca Factory does not collect data relating to its customers’ credit or debit cards.

Delivery times

The usual delivery time for available items is 24 hours by private courier, once payment for the order has been confirmed.

For special orders, personalised products or items with particular characteristics, these delivery times may be extended. In such cases, the customer will be informed.

Delivery methods

TuPeluca Factory ships through trusted national and international transport agencies, such as NACEX and UPS.

Intellectual property

All portal content is subject to intellectual and industrial property rights owned by TuPeluca Factory or by third parties, and may not be used, distributed, sold or exploited without prior written consent.

Legislation and jurisdiction

These conditions are governed by Spanish law. In the event of disputes, the parties shall submit to the competent courts and tribunals of Orihuela, Spain, where legally applicable.