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 the law of the United States, Canada, Australia, Ireland, New Zealand, and the United Kingdom 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, no matter which of our shipping destinations you live in.
We currently ship to the United States, Canada, Australia, Ireland, New Zealand, and the United Kingdom. This policy applies to any disagreement connected to a purchase made on yourhairandwig.com, including disputes about orders, charges, product condition, warranty decisions, customs or import charges, or the application of any of our other policies.
This policy works alongside — and does not replace — our Return & Refund Policy, Billing & Payment Policy, Shipping Policy, and Terms of Service. Where this policy describes a process and another policy or a statute describes a substantive right (for example, a statutory return window or a cooling-off period), both apply together — this policy never limits or replaces a right you have under law.
Governing Laws & Regulations
This policy is informed by, and kept current with, the primary consumer-protection authorities of every country we ship to:
- US: FTC Act § 5 (15 U.S.C. § 45); Fair Credit Billing Act & Regulation Z; Magnuson-Moss Warranty Act; Florida FDUTPA (Fla. Stat. §§ 501.201–501.213)
- Canada: Provincial Consumer Protection Acts & Competition Act, R.S.C. 1985, c. C-34 (deceptive marketing practices)
- Australia: Australian Consumer Law — Schedule 2 to the Competition and Consumer Act 2010 (Cth)
- Ireland: Consumer Rights Act 2022 (No. 37 of 2022)
- New Zealand: Consumer Guarantees Act 1993 & Fair Trading Act 1986
- United Kingdom: Consumer Rights Act 2015; Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Alternative Dispute Resolution for Consumer Disputes Regulations 2015
Types of Disputes We Help Resolve
This policy applies to disagreements arising from any purchase or interaction connected to our store, wherever in the world you're shopping from. Here are the most common categories we handle, each with its own starting point.
Order, Shipping & Customs Disputes
Orders that never arrived, arrived incomplete, were significantly delayed, or were affected by an unexpected customs or import charge on an international order. 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. Customers in Australia, Ireland, New Zealand, and the UK also keep the statutory conformity/consumer-guarantee rights described in Section 6.
Billing & Charge Disputes
Disagreements about being charged the wrong amount, charged twice, charged an unexpected currency-conversion fee, 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, refund timing, or a statutory cooling-off/withdrawal period on an international order. 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 — the same process applies no matter which country you're shopping from.
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 national or state/provincial consumer protection agency, a relevant ombudsman or ADR body, or your local small claims court or tribunal. 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 and with any mandatory consumer-protection rights that cannot be waived under your local law.
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 in your country. We will never penalize a customer for using any of these channels.
Card Issuer / Payment Provider Chargeback
US customers have the right under the Fair Credit Billing Act to dispute a card charge if a good-faith attempt to resolve the issue with us was unsuccessful. UK customers who paid £100–£30,000 by credit card may have an equivalent claim against their card issuer under Section 75 of the Consumer Credit Act 1974. Debit cards, PayPal, and other payment methods carry their own chargeback or buyer-protection rights — check your provider's terms for specific timelines.
National & State/Provincial Consumer Agencies
US customers may contact the FTC or their state Attorney General. Canadian customers may contact the Competition Bureau or their provincial consumer office. Australian customers may contact the ACCC or their state/territory consumer affairs office. Irish customers may contact the CCPC. New Zealand customers may contact the Commerce Commission. UK customers may contact Citizens Advice or their local Trading Standards service. These agencies cannot force us to pay a specific customer, but they track complaint patterns and can take enforcement action.
Small Claims Courts & Tribunals
For disputes within the applicable monetary limit, you may file with your local small claims court, civil resolution tribunal, or disputes tribunal without needing a lawyer. US and Canadian customers may also file a free complaint with the Better Business Bureau. See the full country-by-country reference table in Section 6 below for the correct forum and monetary limit for your location.
Alternative Dispute Resolution (ADR) / Ombudsman Schemes
We are not required to use ADR because we don't operate in a sector where it's mandatory (such as financial services), but we're happy to consider it for a genuinely deadlocked dispute. Irish customers can find CCPC-approved ADR entities via the CCPC. UK customers can find CTSI-approved ADR providers via Trading Standards. Note: the EU's Online Dispute Resolution (ODR) platform was permanently discontinued on 20 July 2025 and is no longer available or referenced by any business.
Country-by-Country Dispute Rights
Because we ship to six countries, the specific court or tribunal available to you — and its monetary limits — depends on where you live. Your statutory consumer rights are always in addition to, and never limited by, this internal process.
Mandatory Rights Are Never Waived: Where the mandatory consumer-protection law of your own country of residence gives you rights that cannot be limited or excluded by any contract term — including the statutory consumer guarantees in Australia and New Zealand, and the statutory conformity and cancellation rights in Ireland and the United Kingdom — those rights continue to apply in full regardless of the Florida governing-law clause described below. That clause governs our Terms of Service generally; it does not and cannot strip away rights your local law says a business can't contract around.
- 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.
- Your Home-State Rights: Many states allow consumers to bring certain claims 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 practices and allow consumers to recover damages, and in some cases attorney's fees.
- 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 & Quebec: Ontario's Small Claims Court handles disputes up to $35,000. Quebec's Division des petites créances handles disputes up to $15,000, and lawyers may not represent parties at the hearing.
- Other Provinces: Alberta's limit is $50,000; other provinces fall between these ranges. Check your provincial court's website for the current limit.
- Consumer Guarantees: Under the Australian Consumer Law, goods must be of acceptable quality, fit for purpose, and match their description. These guarantees are automatic and cannot be excluded by any policy or contract term — including this one.
- Major vs. Minor Failure: For a major failure (unsafe, significantly different from description, or can't easily be fixed), you choose between a refund, replacement, or compensation. For a minor failure, we may choose to repair, replace, or refund.
- Enforcement: The ACCC and every state/territory consumer affairs office enforce the ACL against Australian and overseas online sellers alike. Misleading conduct can carry corporate penalties of up to the greater of $100 million, three times the benefit gained, or 30% of turnover during the breach period.
- State Tribunals: Each state/territory runs its own low-cost civil and administrative tribunal for consumer disputes (e.g., NCAT, VCAT, QCAT). See Section 6's reference table below.
- Conformity Rights: Under the Consumer Rights Act 2022, goods must conform to the sales contract. If a lack of conformity appears within 12 months of delivery, it is presumed to have existed at delivery unless we prove otherwise. Claims can generally be brought up to 6 years from delivery under the Statute of Limitations Act 1957.
- Small Claims Procedure: Irish consumers can bring a claim up to €2,000 through the District Court's Small Claims Procedure without needing a solicitor.
- CCPC: The Competition and Consumer Protection Commission enforces Irish consumer law and can take enforcement action against traders who withhold remedies consumers are entitled to.
- European Consumer Centre (ECC) Ireland: ECC Ireland's free cross-border mediation service is available for disputes with traders based in the EU, EEA, or UK. Because we are US-based, Irish customers should use the Small Claims Procedure or the courts described above instead.
- Consumer Guarantees Act 1993: Products bought for personal use must be of acceptable quality, fit for purpose, and match their description. You can seek a repair, replacement, or refund if a guarantee isn't met.
- Fair Trading Act 1986: Prohibits misleading or deceptive conduct in trade and is enforced by the Commerce Commission, including against overseas traders selling into New Zealand.
- Disputes Tribunal: Handles consumer claims up to $60,000 (raised from $30,000 as of 24 January 2026) quickly and informally, without needing a lawyer.
- Citizens Advice Bureau: Offers free, informal guidance on Consumer Guarantees Act and Fair Trading Act questions before you file a formal claim.
- Short-Term Right to Reject: Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty goods for a full refund, with no deduction for use.
- Repair, Replace, Final Reject: After 30 days, you're entitled to one repair or replacement; if that fails, you can seek a price reduction or the final right to reject within 6 months without a use deduction (except motor vehicles).
- 14-Day Cancellation Right: Under the Consumer Contracts Regulations 2013, most online orders can be cancelled within 14 days of delivery for a full refund, separate from any fault-based right above.
- Small Claims by Nation: England & Wales small claims track: up to £10,000. Scotland's Simple Procedure: up to £5,000. Northern Ireland small claims: up to £5,000. See the table below.
At-a-Glance: Regulators, Courts & Monetary Limits
| Country | State / Province / Nation | Consumer Protection Regulator | Small Claims / Tribunal | Monetary Limit |
|---|---|---|---|---|
| United States | Florida (our governing law) | FTC & Florida Attorney General (FDUTPA) | Palm Beach County Small Claims Court | $8,000 |
| United States | Your home state | State Attorney General | Local small claims court | Varies by state |
| Canada | British Columbia | BC Consumer Protection | Civil Resolution Tribunal / BC Provincial Court | $5,000 CRT / $5,001–$35,000 court |
| Canada | Ontario | Ontario Consumer Protection | Small Claims Court | Up to $35,000 |
| Canada | Quebec | Office de la protection du consommateur | Division des petites créances | Up to $15,000 |
| Canada | Alberta | Alberta Consumer Protection | Provincial Court (Civil) | Up to $50,000 |
| Canada | Other provinces | Provincial consumer offices | Provincial small claims court | Typically $10,000–$35,000 |
| Australia | All states & territories | ACCC + state/territory office (e.g., NSW Fair Trading, Consumer Affairs Victoria, WA Consumer Protection) | State civil/administrative tribunal (e.g., NCAT, VCAT, QCAT, SAT, SACAT, ACAT, NTCAT) | Varies by state, generally up to $10,000–$100,000 |
| Ireland | National | Competition & Consumer Protection Commission (CCPC) | District Court Small Claims Procedure | €2,000 |
| New Zealand | National | Commerce Commission (Fair Trading Act) | Disputes Tribunal | $60,000 NZD (since 24 Jan 2026) |
| United Kingdom | England & Wales | Trading Standards / Citizens Advice | Small Claims Track (County Court / Money Claim Online) | £10,000 |
| United Kingdom | Scotland | Trading Standards Scotland | Simple Procedure (Sheriff Court) | £5,000 |
| United Kingdom | Northern Ireland | Consumerline NI | Small Claims (County Court NI) | £5,000 |
Figures above are provided for general orientation as of the "Last Updated" date on this page and are not legal advice; monetary limits and fees change periodically, so confirm the current figure with the relevant court, tribunal, or regulator before filing.
Plain-Language Summary: No matter where you live, you always retain the right to pursue a dispute through your local courts or tribunals, your national or state/provincial 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, for every country we ship to:
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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 regulations change in any of the six countries we ship to 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 (US): reportfraud.ftc.gov
- Florida AG Consumer Protection (US): myfloridalegal.com/consumer-protection
- Better Business Bureau (US/CA): bbb.org
- BC Civil Resolution Tribunal (CA): civilresolutionbc.ca
- ACCC (AU): accc.gov.au
- CCPC (IE): ccpc.ie
- Commerce Commission (NZ): comcom.govt.nz
- Citizens Advice / Trading Standards (UK): citizensadvice.org.uk
Policy Changes
This policy may be updated as regulations evolve in any of the countries we ship to. 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, wherever you're contacting us from.
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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 serve customers in all six countries from this office and time zone.
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 — no matter which of our six countries you're shopping from.
Contact Our Team Return & Refund Policy