Dispute Resolution Policy
Dispute Resolution Policy
A clear, step-by-step explanation of how we handle disagreements with customers — and the consumer rights you keep under United States and Canadian law at every stage.
What This Policy Covers
At Your Hair And Wig, we want every customer to know exactly how a disagreement gets resolved before one ever happens. This Dispute Resolution Policy explains the process we follow when a customer is unhappy with an order, a product, a charge, or a decision we made — and the specific consumer protections that apply throughout that process under United States and Canadian law.
We ship exclusively to addresses in the United States and Canada. This policy applies to any disagreement connected to a purchase made on yourhairandwig.com, including disputes about orders, charges, product condition, warranty decisions, or the application of any of our other policies.
This policy works alongside — and does not replace — our Return & Refund Policy, Billing & Payment Policy, and Terms of Service. Where this policy describes a process and another policy describes a substantive right (for example, the 30-day return window), both apply together.
Governing Laws & Regulations
This policy is informed by, and kept current with, the following primary authorities:
- FTC Act § 5 — Unfair or Deceptive Acts or Practices (15 U.S.C. § 45)
- Fair Credit Billing Act & Regulation Z (15 U.S.C. § 1666; 12 C.F.R. Part 1026)
- Magnuson-Moss Warranty Act — Informal Dispute Settlement Provisions (15 U.S.C. § 2310)
- Florida Deceptive and Unfair Trade Practices Act (Fla. Stat. §§ 501.201–501.213)
- Provincial Consumer Protection Acts & Small Claims/Civil Resolution Statutes (Canada)
- Competition Act (Canada) — Deceptive Marketing Practices (R.S.C., 1985, c. C-34)
Types of Disputes We Help Resolve
This policy applies to disagreements arising from any purchase or interaction connected to our store. Here are the most common categories we handle, each with its own starting point.
Order & Shipping Disputes
Orders that never arrived, arrived incomplete, or were significantly delayed. These are addressed first through our Shipping Policy and our Order Tracking tool before escalating under this policy.
Product Condition & Defect Disputes
Disagreements over whether a product is defective, damaged, or matches its listing. These are first evaluated under our Warranty Policy, and escalate to this policy if the customer disagrees with our initial determination.
Billing & Charge Disputes
Disagreements about being charged the wrong amount, charged twice, or charged after a cancellation. These follow our Billing & Payment Policy first, with a path to escalate here if unresolved.
Return & Refund Disputes
Disagreements over return eligibility, refund amount, or refund timing. These are evaluated under our Return & Refund Policy, with the same three-step escalation path described below if a customer disagrees with our decision.
Customer Service Disputes
Disagreements about how a previous support interaction was handled, including tone, delay, or a decision made by a team member. We treat these seriously and will review the full record of the interaction as part of our escalation process.
Policy Interpretation Disputes
Disagreements about how a specific policy applies to a specific situation — for example, whether an item qualifies as "altered" under our Warranty Policy. We aim to resolve ambiguity in good faith and in the customer's favor where a policy term is genuinely unclear.
Our Three-Step Resolution Process
We resolve almost every dispute at Step 1. Here is exactly what happens at each stage, and how to move to the next one if you're not satisfied.
Step 1 — Direct Resolution With Our Team
Contact us at info@yourhairandwig.com, by phone at +1 (561) 810-0428, or via live chat during business hours. Describe the issue, your order number, and the outcome you're looking for. Most disputes are fully resolved at this stage, typically within 1–2 business days.
Step 2 — Formal Escalation & Management Review
If you're not satisfied with the outcome of Step 1, reply to the same email thread and request escalation, or submit the Dispute Escalation Form below. A member of our management team will personally review the full case file — including your original complaint, our prior response, and any supporting documentation — and respond in writing within 3–5 business days.
Step 3 — External Resolution Options
If the dispute remains unresolved after Step 2, you may pursue any of the external options described in Section 5 below — including your card issuer's chargeback process, your provincial or state consumer protection agency, the Better Business Bureau, or small claims court. You are never required to use a private arbitration service or waive your right to go to court as a condition of shopping with us.
No Mandatory Arbitration: Unlike many online retailers, our Terms of Service do not require you to resolve disputes through binding arbitration or to waive your right to participate in court proceedings. Disputes that cannot be resolved informally may be brought in the courts described in Section 6, consistent with our Terms of Service.
Step 2 Escalation Form
If you've already contacted our support team and remain unsatisfied with the outcome, use this form to request a formal management review. Please include your prior case or ticket reference if you have one.
Reference Your Prior Contact
Include the date you first contacted us and, if available, the email subject line or case reference from that conversation.
State the Outcome You Want
Tell us specifically what resolution you're seeking — a refund, replacement, credit, or something else — so we can evaluate it directly.
Receive a Written Decision
Our management team reviews every escalation personally and responds in writing within 3–5 business days with a clear decision and reasoning.
External Resolution Options
If a dispute is not resolved through Steps 1 and 2, you keep every external option available to consumers under US and Canadian law. We will never penalize a customer for using any of these channels.
Card Issuer Chargeback
If you paid by credit card, you have the right under the Fair Credit Billing Act to dispute a charge directly with your card issuer if a good-faith attempt to resolve the issue with us was unsuccessful. Debit card and other payment disputes may have similar rights through your bank or payment provider — check your cardholder agreement for specific timelines.
Better Business Bureau
US and Canadian customers may file a complaint with the Better Business Bureau at bbb.org. The BBB offers free dispute resolution services and will contact us directly to facilitate a resolution.
Government Consumer Agencies
US customers may file a complaint with the FTC or their state Attorney General's consumer protection division. Canadian customers may contact their provincial consumer protection office. These agencies cannot force us to pay a specific customer, but they track patterns of complaints and can take enforcement action.
Small Claims Court / Civil Resolution Tribunal
For disputes within the applicable monetary limit, you may file in small claims court (US) or your province's small claims division or online tribunal (Canada) without needing a lawyer. See the jurisdiction-specific details in Section 6 below.
US & Canadian Dispute Rights
Because we ship to both the United States and Canada, the specific court or tribunal available to you — and its monetary limits — depends on where you live.
- Governing Law: Per our Terms of Service, unresolved disputes are governed by the laws of the State of Florida and subject to the courts of Palm Beach County, Florida.
- Florida Small Claims Court: Disputes up to $8,000 (excluding costs, interest, and attorney's fees) may be filed in Palm Beach County Small Claims Court without a lawyer. Filing fees typically range from $55–$300.
- Your Home-State Rights: Many states allow consumers to bring certain claims (such as small claims actions) in their own state of residence rather than traveling to Florida. Check your local small claims court's rules on out-of-state defendants.
- State Deceptive Trade Practices Acts: Most states, including Florida's FDUTPA, prohibit unfair or deceptive trade practices and allow consumers to recover damages, and in some cases attorney's fees, for violations.
- No Mandatory Arbitration: Our Terms of Service do not contain a binding arbitration clause or a class-action waiver, so your right to litigate in court is preserved.
- Provincial Small Claims Access: Canadian customers can generally bring a dispute in their own province's small claims court or tribunal rather than needing to travel to the United States.
- British Columbia: Claims up to $5,000 go through the fully online Civil Resolution Tribunal; claims from $5,001–$35,000 go through BC Provincial Court Small Claims.
- Ontario: Small Claims Court handles disputes up to $35,000, with simplified self-representation procedures and a mandatory settlement conference before trial.
- Quebec: The Division des petites créances handles disputes up to $15,000. Lawyers may not represent parties at the hearing, keeping the process accessible.
- Other Provinces: Alberta's limit is $50,000; most other provinces fall between these ranges. Check your provincial court's website for the current monetary limit and filing process.
Plain-Language Summary: No matter where you live, you always retain the right to pursue a dispute through your local courts, your provincial or state consumer protection office, or your card issuer. This policy describes our internal process for trying to resolve things first — it never replaces or limits these external rights.
How We Handle Every Dispute
This policy is actively enforced through the following measures applied on an ongoing basis at Your Hair And Wig:
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Good-Faith Review
Every dispute, including escalations, is reviewed individually and in good faith based on the specific facts presented — not a one-size-fits-all script.
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Written Reasoning
Any decision we make on an escalated dispute is explained in writing with the specific reasoning behind it — we do not issue unexplained denials.
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No Retaliation for Escalation or Honest Reviews
We will never penalize, blacklist, or treat a customer differently for escalating a dispute, leaving an honest negative review, or contacting an external agency. The Consumer Review Fairness Act protects your right to share an honest opinion about our business.
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Annual Policy Review
This policy is reviewed at minimum once per year and updated whenever US federal or Canadian regulations change in a way that affects our dispute process. The effective date at the bottom of this page reflects the most recent update.
Where to Take an Unresolved Dispute
If a dispute remains unresolved after our internal process, here is where to go next:
- FTC Consumer Reporting: reportfraud.ftc.gov
- Florida Attorney General Consumer Protection: myfloridalegal.com/consumer-protection
- Better Business Bureau: bbb.org
- BC Civil Resolution Tribunal: civilresolutionbc.ca
- Office de la protection du consommateur (Quebec): opc.gouv.qc.ca
Policy Changes
This policy may be updated as regulations evolve. Changes take effect on the date shown in the "Last Updated" notice at the bottom of this page. We encourage customers to review this page periodically. For questions about a specific update, email info@yourhairandwig.com.
Contact Your Hair And Wig
Start a dispute, ask a question about this policy, or follow up on something you've already submitted. Our team is here to help during business hours.
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Business Address1501 Corporate Dr, Suite 100 #1047
Boynton Beach, Florida 33426
United States -
Phone+1 (561) 810-0428
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Live ChatAvailable on our website during business hours
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Business HoursMonday – Saturday: 9:00 AM – 6:00 PM
(GMT-05:00) Eastern Standard Time
We're Here to Make It Right
Most disagreements are resolved in a single conversation. Reach out to our team first, and we'll work with you toward a fair outcome.
Contact Our Team Return & Refund Policy