How do I stand with the online purchase which I feel is not fit for purpose?

[Picklemeyellow]

Due to thinning hair, I wear hair toppers and have done so for over 10 years. I always purchase my toppers online from various sellers and to date have not experienced many issues.

However, I have recently purchased a new topper from an Etsy shop, a seller I’ve never used before. The reviews looked good with a few photos of customers wearing their hair pieces and they all looked good.

In case anyone is unfamiliar with toppers they are like a half wig with a base and pressure sensitive clips on the underside of the top piece which you clip onto your own hair and then intergrate with your bio hair. When I purchase a new topper I usually sew in a few additional clips for added security.

This new topper had several photos showing the top piece and one photo showing the base, which was smaller than I am used to and had only 2 clips but looked large enough to sew 2 extra clips in.

However, now it has arrived I have a problem with it. It came with a sticky label across the opening of the package stating it was a tamper proof label and if opened the item can not be returned.
The hair and topper itself is nice but the base area is so much smaller than I was expecting (the listing does not state the size of the base). It does not have a big enough area to sew in any additional clips. I’ve tried it on but with just 2 clips it’s extremely unsecure and moves about on my head. I can not see how this would be secure on anyones head tbh. It’s really not fit for purpose, I can not see how I can make it wearable and secure.

I am aware there are rules regarding wigs and toppers and you can’t return if you’ve simple changed your mind because they are classed as medical and therefore a potential hygiene issue. But surely as this topper is unfit for purpose/ unwearable, could I be entitled to a refund? The seller says no because I opened the package and the base is clearly shown on a photo in the listing, my argument against this is the hair was package in a way so the base was not visible unless opened (hair was folded over the base) and the base on the photo appears larger than IRL and there are no base sizing listed. She still says her no return policy stands and I should have known the size of the base by looking at the clips (clips can come in various sizes so this isn’t something to gauge by).

I’m so very disappointed as it’s £150 down the drain.

Thought I’d add a clip of the base so you can see how the online photo makes the base appear slightly larger than the real life version.

That's tricky. I think the photo looks pretty much like the real thing. If you've taken it out of the packet, I think she's within her rights to refuse the refund.

https://www.businesscompanion.info/focus/selling-goods-online-platforms/consumer-cancellation-rights#Exemptionstotherighttocancel

I would agree that the clip in the picture looks much bigger than in real life. Can you measure it as a proportion of the width to prove this. If so then you are entitled to a refund.

Thanks Lougle it’s does seem that I may be stuck with it. Such a shame as I really like the actual topper, it’s just unwearable (unless I spend my days constantly adjusting it and worrying that it’ll come off in a gust of wind lol). I just can not see how this can attach securely on anyone’s head? Does that not make it unfit for purpose? Maybe I don’t have much of an argument over that?

I have never experienced this with any hair piece before so not sure what to do?

helpfulperson it’s so tricky to get the photo to represent how unsecure it is when on, that’s the problem I’ve got, trying to fully explain that. Not sure how I can actually do that? I don’t know how many people have purchased this topper, I’d love to know how they make it work. Like I say, I’ve worn them for over a decade and never had this experience before. I suppose I’ll have to chalk it up to a bad one on this occasion.

If it arrives looking like the photo I don't see how you thought you could sew in extra clips as there doesn't look like much room to place them.

You could still wear it with an Alice band to help secure it so that your money does t go to waste.

Has the seller offered advice on how to secure it to ensure it’s usable? There’s very little buyer protection from Etsy as compared to other websites. Depending on how you’ve paid you could try a chargeback.

Could you remove the two current clips and replace with several smaller clips the whole way around?

Honestly op the clips look the same size as on the picture, the base possibly a little smaller. Unfortunately I don't think you'd have the case for a refund. Would it be possible for you to make the base slightly larger? Either by sewing a piece on either side or removing the clips that are on it now and sewing the current base onto a larger base with more clips? That would make it more secure for you and would mean it was useable and therefore not a complete waste x

Isn’t this covered by distance selling regulations? You have 14 days to change your mind.

And I’m sure you’re allowed to open the ticket, otherwise how would you know what it was like. It’s ok to open garment packages if buying clothes

No, if there's a hygiene seal, then the item is not eligible for return unless it is faulty. The item isn't as @Picklemeyellow would like, but it is exactly as the photo shows.

If ordered online and it is not a custom item made specifically for your requirements, then you have 14 days to return it. Taking it out of the packaging is irrelevant.

I imagine it's akin to removing the hygiene strip on swimwear, especially as the OP said it's classed as a hygiene product. So not entirely sure this is true.

But it just said tamper proof. It didn’t say hygiene. I’d be into Trading standards. It’s not that much different to trying a hat on.

Sounds like the seller is wriggling out of their responsibilities

This person on Etsy is selling a similar item. They accept returns. Your seller is pulling a fast one.

I’ve just looked on some big wig websites. They all accept returns. You cannot lay out £150 on something you’ve never seen, then be expected to keep it if you don’t like it.

This is why the 14 days grace period is in place. Contact Trading Standards on Monday. Even bikinis can be sent back if the hygiene strip is in place. They should have had the hygiene strip in the bit that’s in contact with your hair if they are that bothered. Anyone can stick a ‘tamper proof’ seal on!

Yoh are entitled to a refund. Stand your ground

I have a bag full of clips in various sizes, the pic looked (to me, at least) as though there could enough space for 2 small clips on either size but in real life it’s apparent this wouldn’t work. Even with an alice band it would slip around and I’ve never worn one, they are just not my style.

If you paid on credit card then you can just ask them to get the money back for you.

It says:

"Unfortunately, we cannot accept returns...if the tamper-proof packaging has been opened...This is for hygiene reasons and does not affect your statutory rights in relation to faulty items."

They are the terms the OP agreed to and are (as far as I can see) in line with the law.

She wasn’t helpful tbh WelshNerd just said that’s how it was advertised and basically tough luck. No advice at all.

tomatoontoast I could try that, thank you.

Lizzt2007 I have been looking on wig maker sites to see if I could purchase a larger base an sew it on but have zero idea how to do this and don’t want to completely ruin it. I’m on a few hair loss fb sites so I may be able to resell, someone may be able to use a topper with such a small base, I’d have to ask them and see what they say.

Lougle it isn’t that I don’t like it, I love the actual hair and totally understand not accepting a return because someone has changed their mind but I can not see how I can wear it securely, that’s my concern, I feel that it’s unfit for purpose, it would come off/slip off very easily.

Brahumbug that’s good to know, thank you.

fitforflight but it’s not because I’ve changed my mind or dislike the product, it’s unwearable.

ArseInTheCoOpWindow thanks, I think I will just contact TS next week just to see where I stand, as I say, it’s not because I’ve changed my mind, I just can’t get it to fit well and I’ve over a decade of experience with hair pieces, I’ve never had a topper that’s so I’ll fitting.

Lougle I totally understand the T&C but surely if something you’ve purchased is unwearable then it’s faulty? No?

Not necessarily. You might not be comfortable wearing it, but you say I'm your OP "The reviews looked good with a few photos of customers wearing their hair pieces and they all looked good." It's not inherently faulty if it just isn't as you'd like it to be.

Etsy works outside the law as a lot of sellers refuse returns.

Can you get a business address for this company? If they are uk registered you can send back. Change of mind,

You don’t have to give a reason. Just say it’s unsuitable.

Lougle But it’s not a case of ‘isn’t as I’d like it to be’ though is it? I’d like it to be wearable but it just is not. I’ve just tried it on again and shown it to my husband, one light pull on the side and it slipped over my face. There is no way of securing this hair piece to make it wearable.
I can not imagine any other product which you would purchase and if it’s not wearable or fit for its actual purpose you’d have no consumer rights over it?