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WIG SERVICES TERMS & CONDITIONS
Effective date: September 2026
Business: Enesy Hair / Enesy Hair Experience
Location: Melbourne, Victoria, Australia
Contact: support@enesyhair.com
These Wig Services Terms & Conditions apply specifically to all custom wig construction, Bring Your Own Bundles, wig reconstruction, wig restoration, lace replacement and related services purchased from Enesy Hair.
By purchasing a wig service, submitting hair or an existing wig to Enesy Hair, or approving a custom design, you acknowledge that you have read and agreed to these terms.
These terms are to be read together with the Enesy Hair Terms & Conditions, Pre-Order Information, Shipping & Returns Policy and Privacy Policy available on our website.
1. OUR WIG SERVICES
Enesy Hair offers professional wig construction and restoration services designed to transform your chosen hair into a beautiful, personalised wig.
Depending on the service purchased, this may include:
Custom wig construction using Enesy Hair extensions.
Bring Your Own Bundles (BYOB) wig construction.
Existing wig reconstruction.
Wig restoration and refurbishment.
Lace replacement.
Closure or frontal replacement.
Wig washing and conditioning
Lace customisation and knot bleaching, where selected and suitable.
Hairline customisation.
Styling and finishing.
Cap adjustment and selected fit customisation.
Every service is subject to the exact inclusions stated on the individual service product page and the customer's selected options.
Additional services, materials, hair or customisation not included in the purchased service may incur extra charges.
2. SERVICE BOOKING & PAYMENT
2.1 Booking your service
Your wig service booking is confirmed once Enesy Hair has received payment and the order has been accepted.
Payment secures your place in our service schedule. It does not mean that Enesy Hair has received your hair or existing wig.
2.2 Service selection
Customers are responsible for selecting the correct service and providing accurate information at checkout or through the custom wig form.
Please ensure you select the appropriate service for:
New wig construction.
Bring Your Own Bundles.
Existing wig reconstruction.
Lace replacement.
Wig restoration.
Additional customisation or styling.
If the service selected does not match the work required, Enesy Hair will contact you before proceeding.
2.3 Additional charges
Additional charges may apply where:
More hair is required than included in the selected service.
Additional bundles or hair extensions are requested.
A different lace size or lace type is required.
Extra lace customisation is requested.
Additional styling or colour work is requested.
The existing wig requires more extensive reconstruction than originally booked.
The supplied hair is unsuitable for the selected service and replacement materials are required.
You will be advised of any additional charges requiring your approval before the extra work is undertaken.
3. BRING YOUR OWN BUNDLES (BYOB)
3.1 What is BYOB?
Bring Your Own Bundles is a service that allows customers to provide their own hair extensions for Enesy Hair to construct into a custom wig.
This service may also be used where a customer wants to have an existing wig reconstructed, subject to the condition of the unit and the service purchased.
3.2 Customer-supplied hair
Customers are responsible for supplying hair that is suitable for wig construction.
Before sending your hair, please ensure that:
The bundles are clean and free from excessive dirt or debris.
The hair is properly detangled.
The bundles are free from loose threads where possible.
The hair is securely packaged.
All bundles and pieces are clearly labelled.
The correct number of bundles is supplied.
Your full name and order number are included with the package.
Enesy Hair recommends that customers use a trackable delivery service when sending their hair.
3.3 Hair quantity
The amount of hair required depends on:
Wig length.
Hair density.
Texture.
Closure or frontal size.
Desired fullness.
Cap construction.
Styling requirements.
The number of bundles required will be communicated through the service listing, consultation or custom wig form.
Please do not assume that all wig lengths or styles require the same number of bundles.
If insufficient hair is supplied for the requested design, Enesy Hair will contact you to discuss the available options. Additional hair may need to be purchased at the customer's expense.
3.4 Hair quality and suitability
Enesy Hair does not guarantee that customer-supplied hair will perform in a particular way.
The final result depends partly on the condition, quality, density, texture and previous processing of the supplied hair.
We reserve the right to decline or modify a service where the hair is unsuitable for safe or satisfactory construction.
If your hair cannot reasonably be used for the requested service, Enesy Hair will contact you before proceeding.
3.5 Existing wigs supplied for reconstruction
Existing wigs must be supplied in a reasonably clean and detangled condition.
Please remove excessive product buildup, dirt and debris before sending your unit.
We may decline to reconstruct a wig where:
The hair is severely matted.
The hair is excessively shedding.
The cap is severely damaged.
The lace or hair is too fragile.
The unit has extensive damage that makes reconstruction impractical.
The requested result cannot reasonably be achieved with the existing materials.
If additional work is required, you will be contacted regarding the available options and any additional charges.
4. CUSTOMER-SUPPLIED HAIR & EXISTING UNIT RESPONSIBILITY
4.1 Ownership
You confirm that you own the hair or existing wig you submit, or that you have permission from the owner to have it altered.
4.2 Condition before arrival
You acknowledge that Enesy Hair cannot verify the complete condition of hair or wigs before they arrive.
Pre-existing issues may include:
Shedding.
Tangling.
Matting.
Breakage.
Uneven density.
Previous chemical damage.
Weak or damaged lace.
Damaged wefts.
Altered or stretched caps.
Previous colouring or bleaching.
Enesy Hair is not responsible for pre-existing defects or damage that were present before we received your items.
4.3 Inspection
Upon receiving your hair or unit, Enesy Hair may inspect the materials to determine whether they are suitable for the requested service.
If a significant issue is identified, we may contact you before commencing work.
4.4 Risk during service
Once your items are received, they will be handled with reasonable care during the service.
However, hair extensions and lace materials are delicate. Existing damage, previous chemical processing, fragile lace and worn-out materials may affect the outcome.
Where an item is unsuitable for the requested work, we will communicate with you before proceeding where reasonably possible.
5. LACE REPLACEMENT SERVICE
5.1 What is included?
The Lace Replacement Service is designed for wigs requiring replacement of damaged, thinning or worn lace.
Depending on the service selected, it may include:
Removal of the existing closure or frontal.
Replacement of the closure or frontal.
Reattachment of the replacement lace.
Wig washing and conditioning.
Restyling, where included.
Selected customisation, where purchased.
5.2 Lace is not automatically included
Unless expressly stated on the service product page, the lace itself is not included in the lace replacement service.
Customers must either:
Purchase the required lace from Enesy Hair; or
Supply their own suitable lace.
Any lace purchased separately must be paid for in addition to the service fee.
5.3 Correct lace size
Customers are responsible for selecting or providing the correct lace size.
The replacement lace should match the existing lace size and the construction of the unit wherever possible.
Examples may include:
4×4 closure.
5×5 closure.
6×6 closure.
Frontal.
If you are unsure of the correct lace size, please contact Enesy Hair before booking.
5.4 Lace suitability
The replacement lace must be suitable for the requested unit.
If the supplied lace is incorrect, unsuitable or incompatible with the existing wig, Enesy Hair will contact you to discuss available options.
Additional costs may apply where replacement materials are required.
5.5 Lace customisation
Bleached knots, plucking, baby hairs and hairline customisation are not automatically included unless stated on the selected service.
Where available, these may be purchased as additional services.
5.6 Existing lace removal
Removal of existing lace may reveal underlying damage to the cap, hairline or construction.
Enesy Hair is not responsible for pre-existing damage revealed during the removal process.
If the damage prevents completion of the requested service, we will contact you to discuss the available options.
6. CUSTOM WIG CONSTRUCTION & CUSTOMISATION
6.1 Custom-made service
Custom wigs are made according to the information supplied by the customer and the options selected at checkout or through the custom wig form.
This may include:
Wig type.
Closure or frontal size.
Lace type.
Cap type.
Head measurements.
Density.
Parting preference.
Styling preference.
Colour preference.
Hairline customisation.
Band and combs, where included.
Cap adjustments, where included.
6.2 Head measurements
Customers are responsible for submitting accurate head measurements.
Depending on the service, required measurements may include:
Head circumference.
Front to nape.
Ear to ear.
Temple to temple.
Other measurements requested by Enesy Hair.
Please follow the measurement guide supplied by Enesy Hair.
Incorrect measurements may result in a wig that does not fit as expected.
Enesy Hair cannot guarantee a perfect fit where incorrect or incomplete measurements have been supplied.
Where reasonably possible, Enesy Hair may contact you to clarify measurements before construction.
6.3 Fit and cap construction
Custom wigs are constructed using the cap and construction method selected or included in the service.
A custom wig is not guaranteed to fit every customer in the same way.
Fit may be affected by:
Measurement accuracy.
Natural head shape.
Hair underneath the wig.
Hair thickness.
Cap design.
Lace placement.
Personal fit preferences.
6.4 Styling
Customers must provide clear styling preferences through the custom wig form or consultation.
Examples may include:
Straight.
Body wave.
Curls.
Layers.
Middle part.
Left side part.
Right side part.
Other available styles.
Styling results may vary depending on the texture, length, density and condition of the hair.
6.5 Colour and chemical services
Colouring, bleaching and chemical processing are only available where expressly stated or agreed.
Customers acknowledge that chemical processing can affect the condition, texture, strength and longevity of hair.
Enesy Hair does not guarantee a particular colour result where the hair is previously processed, coloured, chemically treated or otherwise unsuitable for the requested colour.
Additional colour services may require a separate consultation and fee.
6.6 Approval of design
Where Enesy Hair provides a design confirmation, consultation summary or request for approval, customers are responsible for reviewing the information carefully.
Once construction has commenced, changes to the design may incur additional charges and may not be possible.
7. PROCESSING & TURNAROUND TIMES
7.1 Estimated service times
Custom wig construction, reconstruction and restoration are made-to-order services.
The estimated turnaround time will be stated on the relevant service product page or communicated by Enesy Hair.
As a general guide, service times may vary depending on:
Type of service.
Customer-supplied hair arrival.
Hair condition.
Lace availability.
Customisation requirements.
Colouring or chemical processing.
Current order volume.
Supplier delays.
Public holidays.
7.2 BYOB processing begins after arrival
For Bring Your Own Bundles and existing wig services, the processing period begins once Enesy Hair has received the required hair or unit and the materials have been checked as suitable for the booked service.
The date of purchase is not necessarily the first day of construction.
7.3 Delays
Enesy Hair will make reasonable efforts to complete your service within the estimated timeframe.
However, estimated turnaround times are not guaranteed unless a specific guaranteed completion date has been agreed in writing.
Delays may occur due to:
Late delivery of customer-supplied hair.
Incorrect or missing measurements.
Missing information.
Additional service approvals.
Lace or material availability.
Unexpected condition of the supplied unit.
Supplier delays.
Public holidays.
Events outside our reasonable control.
Where a delay is expected to materially affect the agreed service, Enesy Hair will communicate with the customer.
7.4 Urgent services
Urgent or priority wig services are not guaranteed unless Enesy Hair has expressly confirmed the availability and agreed completion timeframe in writing.
Additional priority fees may apply.
8. SHIPPING YOUR HAIR TO ENESY HAIR
8.1 Shipping instructions
After booking a service, Enesy Hair will provide the required shipping instructions and delivery address.
Do not send hair to an address that has not been confirmed by Enesy Hair.
8.2 Customer responsibility
Customers are responsible for:
Packaging their hair securely.
Using a trackable shipping service.
Providing the correct delivery address.
Retaining their tracking number.
Ensuring the package is addressed correctly.
Paying the cost of sending their hair to Enesy Hair unless otherwise agreed.
8.3 Lost or damaged parcels
Enesy Hair is not responsible for hair or wigs lost, stolen or damaged while being shipped to us by the customer.
Customers should retain proof of postage and tracking information and contact the shipping carrier if an issue occurs.
8.4 Unidentified packages
Packages that arrive without sufficient identifying information may experience delays.
Please include:
Full name.
Order number.
Contact details.
Any required service instructions.
8.5 Return shipping
Once the service is completed, the finished wig will be shipped to the delivery address provided at checkout or otherwise confirmed by Enesy Hair.
Return shipping fees, where applicable, will be stated on the relevant service listing or at checkout.
Customers are responsible for ensuring their return address is correct.
9. SERVICE COMPLETION & CUSTOMER REVIEW
When your wig service is completed, Enesy Hair may provide photographs or other confirmation of the finished work where appropriate.
Customers should review the finished wig upon delivery.
If you believe there is an issue with the service, please contact Enesy Hair promptly with:
Your order number.
A description of the issue.
Clear photographs or videos where relevant.
Any other information reasonably requested.
Please do not wash, wear, chemically process, alter or otherwise modify the wig before contacting us about a potential service issue, where possible.
This does not limit any rights you may have under the Australian Consumer Law.
10. CHANGES, CANCELLATIONS & REFUNDS
10.1 Custom service cancellations
Custom wig services involve preparation, labour, materials and allocated service time.
Cancellation requests must be made as soon as possible by contacting Enesy Hair.
Where work has not commenced, Enesy Hair will review the cancellation request in accordance with applicable law and the store's cancellation policy.
Where work has commenced, cancellation may not be possible and any refund will depend on the circumstances, applicable law and the work already undertaken.
10.2 Changes after booking
Changes to your wig design, measurements, lace, colour or styling after booking may incur additional charges.
Some changes may not be possible once construction has commenced.
10.3 Change-of-mind returns
Custom-made wigs and personalised wig services are not eligible for change-of-mind returns solely because the customer has changed their mind, selected the wrong option or no longer wants the service, except where required by law.
This does not exclude or limit rights relating to faulty goods, services not provided with due care and skill, or other rights under applicable consumer law.
10.4 Customer-supplied materials
Hair and wigs supplied by customers are not products sold by Enesy Hair.
Where a customer cancels a service, any return of customer-supplied materials will be handled in accordance with the applicable circumstances and agreed arrangements.
10.5 Faulty service or incorrect work
If a wig service is not provided as agreed, or a product has a fault covered by applicable consumer law, please contact Enesy Hair.
We will assess the issue and provide an appropriate remedy where required, which may include repair, re-performance, replacement, refund or another remedy depending on the circumstances.
11. SERVICE LIMITATIONS & LIABILITY
11.1 Hair longevity
The longevity of a wig depends on the quality and condition of the hair, how it is worn, how it is maintained, storage, styling, environmental conditions and other factors.
Enesy Hair does not guarantee a particular lifespan for a custom wig or customer-supplied hair.
11.2 Pre-existing damage
Enesy Hair is not responsible for pre-existing damage, defects or deterioration in customer-supplied hair or wigs.
11.3 Results may vary
The final result may vary depending on:
Hair quality.
Hair density.
Hair texture.
Previous chemical processing.
Lace quality.
Cap condition.
Head measurements.
Styling requirements.
Customer expectations.
11.4 Reasonable care
Enesy Hair will take reasonable care when handling customer-supplied hair and wigs.
However, customers acknowledge that hair extensions, lace and wig materials are delicate and may be affected by their existing condition.
11.5 Limitation of liability
To the maximum extent permitted by law, Enesy Hair is not liable for loss or damage arising from:
Incorrect customer-supplied measurements.
Incorrect or incomplete service information.
Pre-existing damage to customer-supplied hair or wigs.
Delays caused by the customer or shipping carriers.
Hair lost or damaged while being shipped to Enesy Hair by the customer.
Changes made by the customer after service completion.
Improper use, care or maintenance after delivery.
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law.
12. CUSTOMER CARE & MAINTENANCE
Customers are responsible for following the Enesy Hair Hair Care Guide and any care instructions supplied with their wig.
To help maintain your wig:
Use suitable hair products.
Avoid excessive heat.
Follow recommended washing and conditioning instructions.
Store the wig properly when not in use.
Avoid sleeping or swimming in the wig unless suitable care precautions are followed.
Follow any special care instructions for coloured, bleached or chemically processed hair.
Failure to follow care instructions may affect the appearance, condition and longevity of the wig.
13. CUSTOMER COMMUNICATION
Customers must provide accurate contact details at checkout.
Enesy Hair may contact customers regarding:
Missing measurements.
Hair suitability.
Lace selection.
Additional charges.
Service delays.
Approval of design details.
Shipping arrangements.
Issues affecting completion of the service.
Failure to respond to important service communications may delay completion.
14. PHOTOGRAPHS & CONTENT
Enesy Hair may request photographs of customer-supplied hair, existing wigs or completed services for service assessment and recordkeeping.
Any use of customer photographs for marketing, social media or promotional purposes will be subject to appropriate permission and applicable privacy requirements.
15. PRIVACY
Customer information is collected and used in accordance with the Enesy Hair Privacy Policy.
Information may be used to:
Process your order.
Contact you about your service.
Arrange shipping.
Manage your customer account.
Provide customer support.
Complete the requested wig service.
Please refer to our Privacy Policy for further information.
16. ACCEPTANCE OF TERMS
By purchasing an Enesy Hair wig service, you confirm that:
You have read and understood these terms.
You have selected the correct service.
You have provided accurate information.
You understand that custom wig services are made-to-order.
You understand that customer-supplied hair and wigs may have pre-existing damage.
You understand that additional charges may apply where extra work or materials are required.
You agree to follow the shipping and service instructions provided by Enesy Hair.
These terms are subject to applicable Australian law, including the Australian Consumer Law.
17. CONTACT ENESY HAIR
For questions regarding your wig service, please contact:
Enesy Hair
Melbourne, Victoria, Australia
Email: Support@enesyhair.com
Website: enesyhair.com
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