If a different item or configuration is proposed in an order conversation, compare it with the original requirement before agreeing. A similar product name or photograph does not establish that the substitute meets the same need. Keep the proposed change explicit and ask about the details that matter to your purchase.
Identify what would change
Ask for the exact product and configuration being proposed. Compare construction, length, texture, colour, density or pack contents where relevant. A substitute may differ in more than the feature first mentioned. Do not assume all other fields remain the same unless they are confirmed. Keep the original order available as the comparison point.
Return to the intended use
Consider why you chose the original item. If a stylist recommended a particular format or quantity, take the proposed alternative back to them before accepting it. A different product can require a different installation plan even if the visible look seems similar. The relevant question is whether the replacement meets the actual brief, not merely whether it is available.
Check amounts and quantity
Clarify the price, pack count and any adjustment associated with the proposal. Do not compare a pack of one product with a set of another without checking their contents. Record what would be supplied and any amount to be paid or returned, without assuming the original total automatically remains correct.
Clarify timing and conditions
Ask whether the proposal changes the estimated processing or delivery arrangements and whether any custom request is still accepted. Treat a revised estimate as an estimate. If the substitute is being discussed as part of resolving a product concern, ask how the proposal relates to that resolution rather than assuming its acceptance settles matters not mentioned.
Give a clear response
If you decide to accept, identify the exact proposal you are agreeing to. If a critical question remains open, say that you need it answered before deciding. A general positive reply can be ambiguous when several alternatives were discussed. Keep the accepted configuration and any associated conditions in writing where practical.
Inspect against the new agreement
When the item arrives, compare it with the accepted substitute details, while retaining the original order and change record. If something differs, raise the precise discrepancy. Do not erase the original history or assume the substitute carried every original feature without confirmation. The record should show what changed, what was accepted and what was actually received.
Compare the proposed item line by line
Use two columns headed original and proposed. Put the exact product, options, quantity and any accepted request in each. Highlight unanswered fields rather than filling them from the other column. If the proposed item is suitable only with an additional service, resolve that service and its responsibility before deciding whether the substitution works for you.
Decision record
| Item | What to record |
|---|---|
| Difference | Exact original and proposed configurations. |
| Suitability | Check against the intended service or look. |
| Terms | Quantity, amount, timing and accepted requests. |
| Agreement | Specific acceptance and received-item check. |
Relevant product information
Contact Luxeline; Wig, order and delivery FAQs; Refund & Returns Policy.
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