Refund, Exchange & Order Policy
Refund, Exchange & Order Policy
Please review this policy carefully before placing your order. By purchasing from Ondibu, you agree to our refund, exchange, processing, shipping, and order terms.
Ondibu hair is sourced and prepared with care. Because hair extensions are personal-use items and many products are prepared after purchase, all orders are subject to the policies below.
All Sales Are Final
All Ondibu orders are final sale. We do not offer refunds once an order has been placed.
Please review the product details, texture, length, quantity, processing time, and shipping information carefully before completing checkout.
Sale Items
All sale items are strictly final sale.
Sale items may include overstock inventory, one-of-a-kind items, discontinued products, limited quantities, or discounted products. Sale items cannot be returned, exchanged, canceled, or restocked once sold out.
Exchanges
Exchanges are not guaranteed. Because our products are sourced in curated lots and availability can vary by texture, length, and product type, we may not be able to exchange an item after purchase.
If an exception is approved, the hair must be unused, uninstalled, unwashed, uncolored, unaltered, and in its original condition. Approval is required before sending anything back to Ondibu.
Store Credit
Store credit may be offered only when applicable and approved by Ondibu. Store credit is not guaranteed and is reviewed on a case-by-case basis.
Store credit cannot be exchanged for cash, refunded to the original payment method, or applied to previous purchases.
Order Cancellations
Orders begin processing after purchase. Because of this, cancellations are not guaranteed.
If you need assistance with an order, please contact us as soon as possible. We will review the request, but submitting a request does not confirm that the order can be canceled or changed.
Order Changes
Please review your order carefully before checkout. Once an order is placed, changes to texture, length, product type, quantity, shipping method, or customer information may not be possible.
Ondibu is not responsible for errors entered at checkout, including incorrect product selections, incorrect lengths, incomplete addresses, or wrong contact information.
Address Changes
For order protection, address changes cannot be guaranteed after checkout. Please make sure your shipping address is complete and accurate before placing your order.
Ondibu is not responsible for delays, returned packages, lost packages, or delivery issues caused by an incorrect or incomplete address entered at checkout.
Processing Time
Our standard processing time is 10–14 business days before shipment. Processing time does not include weekends, holidays, or carrier transit time.
Shipping time begins after your order has completed processing and has been accepted by the carrier.
Shipping & Delivery
Once an order has shipped and has been accepted by the carrier, delivery timing is controlled by the shipping carrier. Ondibu is not responsible for carrier delays, weather delays, customs delays, missed delivery attempts, or other delays outside of our control.
Ondibu is not responsible for packages marked as delivered by the carrier. If your tracking shows delivered and you cannot locate your package, please contact the carrier directly and check with your household, neighbors, mailroom, or building management.
International Orders
International customers are responsible for any duties, taxes, customs fees, brokerage fees, or import charges required by their country or carrier.
Duties, taxes, customs fees, and import charges are not controlled by Ondibu and are non-refundable by Ondibu.
Raw Hair Variations
Raw hair is naturally sourced, so no two bundles are exactly the same. Texture, wave pattern, curl pattern, color, fullness, and natural tone may vary slightly from bundle to bundle.
These natural variations are not defects. They are part of what makes raw hair look realistic, natural, and unique.
Quality Concerns
If you believe there is an issue with your order, please contact us before installing, washing, coloring, cutting, brushing, altering, or using the hair.
Hair that has been installed, washed, colored, cut, altered, chemically processed, or used may not be eligible for review.
To help us review your concern, please include your order number, clear photos or videos, and a detailed explanation of the issue.
Product Care Responsibility
Proper care is essential for maintaining raw hair extensions. Ondibu is not responsible for issues caused by improper care, excessive heat, product buildup, coloring, chemical processing, sleeping with wet hair, swimming without proper care, or lack of maintenance.
Please review our hair care instructions before installing and wearing your hair.
Final Review Before Checkout
Before placing your order, please confirm:
- Your selected product type is correct.
- Your texture and length are correct.
- Your quantity is correct.
- Your shipping address is complete and accurate.
- You understand the processing timeline.
- You understand that all sales are final.
Need Help Before Ordering?
If you are unsure which texture, length, or product type is right for you, please contact us before placing your order. We are happy to help guide you toward the best option.
Ready to Shop?
Explore Ondibu’s curated collection of raw Indian hair bundles, tape-in extensions, clip-ins, bulk hair, and sale items.