Refund policy
Ondibu Hair is a boutique, made to order brand. Each order is prepared specifically for the client, not pulled from inventory. We believe in transparency, clear expectations, and delivering a consistent luxury experience from start to finish. Please review the policy below before placing your order. By completing your purchase, you agree to the terms outlined.
All Sales Are Final — No Refunds
All sales are final. We do not offer refunds, returns, exchanges, store credit, or partial refunds on any product that has been ordered.
Every Ondibu order is custom-made and prepared exclusively for the client. Once an order is placed, it cannot be returned or refunded for any reason — including change of mind, dissatisfaction with color or texture interpretation, styling preference, or delayed delivery by the carrier.
By completing your purchase, you acknowledge and accept this no-refund policy.
The Only Exception: Orders Canceled by Ondibu Before Shipment
A refund will only be issued if Ondibu Hair cancels your order before it ships, for reasons such as:
- Product unavailability
- Pricing or listing errors
- Violation of store policies
- Suspected fraudulent activity
In these cases, a full refund is returned to the original method of payment within 5–10 business days. Once an order has shipped, no refund will be issued under any circumstance.
Damaged, Incorrect, or Lost-in-Transit Orders
If you receive a damaged or incorrect item, contact sales@ondibuhair.com within 48 hours of delivery with your order number and clear photos of the product and packaging.
If your package is confirmed lost in transit by the carrier, contact us so we can open a claim on your behalf.
Verified claims — including damaged, incorrect, and lost-in-transit orders — are resolved through replacement only. Refunds are not issued under any of these circumstances. Claims submitted after 48 hours of the delivery scan (or after carrier claim windows close) are not eligible for review.
Order Modifications
Orders cannot be changed once they are placed.
Processing begins shortly after purchase. Once your order enters production, we are unable to modify:
- Product selection
- Length or texture
- Shipping method
- Shipping address
Please review your order carefully before completing checkout.
Cancellations by Ondibu
Ondibu Hair reserves the right to cancel any order at our discretion. If we cancel your order before it ships, a full refund will be issued to the original method of payment. Customer-requested cancellations are not accepted once the order has been placed.
Fraud and Chargebacks
All transactions are monitored and verified.
Any claims of fraud are subject to review and investigation.
Unauthorized chargebacks or false claims may result in order restrictions, denial of future orders, and further action.
Need Assistance
If you have questions before placing your order, we encourage you to reach out.