Refund, Exchange & Order Policy
Welcome to Ondibu Hair
Because true luxury is never off the shelf.
We believe in full transparency, exceptional service, and setting clear expectations from the very beginning.
Please review the following policies carefully before placing your order. As a boutique brand offering made-to-order raw hair extensions, these terms are designed to protect the quality of our products and the experience of every client we serve.
By completing your purchase, you agree to the policies outlined below.
Order Terms, Refund & Exchange Policy
ALL SALES ARE FINAL
Due to the hygienic nature of our products and the custom preparation of each order, all sales are final.
We do not offer refunds under any circumstances. This includes:
- Buyer’s remorse or change of mind
- Incorrect texture or length selection
- Shipping delays or third-party carrier issues
Once hair begins processing, it is considered final sale and is non-refundable.
EXCHANGES (STORE CREDIT ONLY)
While refunds are not permitted, we do offer store credit-based exchanges under strict conditions.
To be eligible for an exchange:
- Your request must be submitted within 7 calendar days of delivery
- Hair must be in its original, unaltered condition
- Tags must be fully attached and intact
- Hair must show no signs of wear, brushing, combing, cutting, coloring, or installation
**Under no circumstances will we accept hair that has been altered or had tags removed.
EXCHANGE TERMS
If your exchange is approved:
- A 30% restocking fee will be deducted from the original item total
- The remaining balance will be issued as store credit, which may be applied toward your replacement item
- An invoice will be sent to apply your store credit and collect any remaining balance
- The customer is responsible for return shipping and shipping for the new item
- No replacement will be processed until the returned hair passes inspection and payment is received in full
NON-EXCHANGEABLE ITEMS
We do not accept exchanges for:
- Items purchased using a discount code or promotional offer
- Lace items (if applicable)
- Orders changes requested outside of the 7-day window
- Any product that shows signs of tampering, wear, or has tags removed
CANCELLATIONS
Orders may be canceled within 24 hours of purchase by written request. After 24 hours, your order enters processing and cannot be canceled.
Ondibu Hair reserves the right to cancel any order at our discretion due to:
- Inventory or product availability
- Pricing or listing errors
- Violation of store policies
- Suspected or confirmed fraudulent activity
In the event of a store-initiated cancellation, a full refund will be issued.
FRAUDULENT ACTIVITY & CHARGEBACKS
Ondibu Hair takes fraudulent activity seriously. Your IP address is logged and verified during checkout using internet security protocols.
All claims of fraud are fully investigated. Any attempt to initiate an unauthorized chargeback, submit false claims, or engage in deceptive activity will be reported and pursued to the fullest extent of the law.
Filing a false dispute after receiving merchandise may be classified as theft by deception under Georgia law.
NEED HELP?
If you have any questions about your order or our policies, our team is here to help.
Email: sales@ondibuhair.com
Website: www.ondibuhair.com
POLICY ACKNOWLEDGMENT
By completing your purchase, you confirm that you have read and agreed to the terms outlined above.
Ondibu Hair is a boutique brand built on craftsmanship, consistency, and transparency. Every policy is designed to protect the integrity of our products while respecting the investment of our clients.
If you have any questions prior to ordering, we encourage you to contact our team for assistance. We’re here to help guide you toward the best selection — and the best experience.
