Refund Policy
Refund Policy
Last Updated: September 8, 2026
At Ordenivo, we want every wig to become a style you genuinely enjoy wearing. We understand that choosing human hair wigs online involves personal preferences such as texture, length, density, color, hairline appearance, cap fit, and overall style.
This Refund Policy explains how returns, exchanges, and refunds are handled for purchases made through the Ordenivo online store.
Ordenivo is operated by Sichuan Xinshun Kang Health Technology Co., Ltd.
Brand: Ordenivo
Legal Entity: Sichuan Xinshun Kang Health Technology Co., Ltd.
Registered Address: No. 412, Building 1, Section 5, Jiuge Avenue, Jiangyang District, Luzhou City
Email: service@ordenivo.com
1. Our 30-Day Return Period
You have 30 days from the date your order is delivered to request an eligible return.
For a voluntary return, the wig should generally be:
- Unworn other than reasonable inspection where permitted
- Unwashed
- Uncut
- Undyed
- Unbleached
- Chemically unprocessed
- Free from styling products
- Free from odors, smoke, cosmetics, or other residue
- Undamaged
- With lace uncut and unaltered where applicable
- With the original hairline and cap construction unchanged
- With applicable tags intact
- Returned with original packaging, accessories, and supplied components where reasonably possible
A valid order number or other proof of purchase is required.
You must contact us before returning the product.
Nothing in this policy limits mandatory consumer rights.
2. Return Country & Authorized Return Address
Return Country/Region: China
Eligible returns are processed through an authorized return-processing warehouse in China.
The return-processing address is not necessarily the same as our registered company address.
The following address:
No. 412, Building 1, Section 5, Jiuge Avenue, Jiangyang District, Luzhou City
is our registered business address and should not be used for product returns unless Ordenivo customer service specifically instructs you in writing.
Before sending a return, contact:
If approved, we will provide:
- Return authorization
- The authorized warehouse address
- Packaging instructions where applicable
- Return-shipping instructions
Returns sent to unauthorized addresses may be delayed, refused, lost, or unable to be processed.
3. Damaged, Defective, Missing or Incorrect Items
Inspect your order as soon as reasonably possible after delivery.
If your order:
- Arrives damaged
- Contains a defective product
- Is missing an item
- Contains an incorrect product
Contact service@ordenivo.com, preferably within 48 hours of delivery where reasonably possible.
Please include:
- Order number
- Description of the issue
- Clear product photographs
- Photographs showing the issue
- Packaging photographs
- Shipping-label photographs where relevant
Please retain the product and packaging until instructions are provided.
After review, we may provide:
- Replacement
- Refund
- Another appropriate solution
The requested 48-hour reporting period does not limit statutory rights.
4. How to Initiate a Return
Step 1 — Contact Us
Email service@ordenivo.com with:
- Your order number
- The product you wish to return
- Your reason for return
Step 2 — Receive Return Authorization
If eligible, we will provide:
- Return approval
- Authorized return address
- Return instructions
- Other information necessary to complete the return
Step 3 — Package Your Return
Securely package the wig.
Where reasonably possible, include:
- Original packaging
- Wig net or protective packaging
- Tags
- Accessories
- Inserts
- Other supplied materials
Step 4 — Ship Your Return
Send the approved return only to the authorized address provided by Ordenivo customer service.
We recommend using a trackable shipping method and retaining the receipt until the refund process is completed.
5. Return Shipping Costs
For voluntary returns involving:
- Change of mind
- Style preference
- Color preference
- Length preference
- Texture preference
- Fit preference
- Other non-quality-related reasons
Return shipping costs are generally the customer's responsibility unless applicable law requires otherwise.
Because the authorized return facility is located in China, customers should review international return-shipping costs before returning an item.
If we confirm the product was defective, damaged during transit, missing, or incorrectly supplied, we will provide an appropriate solution and cover reasonable return-related shipping costs where required by law.
6. Processing Your Refund
Once an authorized return is received and inspected, we will notify you whether the refund has been approved.
If approved:
- Refunds are normally processed within 3–5 business days after inspection
- Refunds are generally issued to the original payment method
- Banks or payment providers may require an additional 5–10 business days to display the refund
For voluntary returns, original shipping charges, expedited shipping, insurance, customs charges, and other non-refundable delivery costs may not be refunded where permitted by law.
If more than 10 business days have passed since we confirmed your refund was issued, contact your payment provider first and then contact:
7. Non-Returnable Items
The following may not qualify for voluntary return except where defective or where applicable law requires otherwise:
- Wigs worn beyond reasonable inspection
- Washed wigs
- Wigs with cut or altered lace
- Cut or trimmed hair
- Dyed or bleached wigs
- Chemically treated wigs
- Wigs with styling-product residue
- Products with odors, smoke, cosmetics, adhesive, gel, or other residue
- Damaged or materially altered products
- Personalized or customized products
- Made-to-order products
- Gift cards
- Products clearly identified as final sale where legally permitted
8. Exchanges
If you would like another:
- Style
- Texture
- Length
- Color
- Variation
Contact:
Depending on the circumstances, the most efficient process may be to return the eligible original wig and place a new order.
9. Order Cancellation
Contact service@ordenivo.com as soon as possible if you wish to cancel an order.
We will make reasonable efforts to accommodate cancellation requests before fulfillment or dispatch begins.
If an order has already been processed or shipped, it may need to be handled through the return process.
10. Mandatory Consumer Rights
Nothing in this Refund Policy excludes, restricts, or limits statutory warranties, remedies, refund rights, or consumer protections that cannot lawfully be excluded.
Where mandatory law provides more favorable rights, that law will apply.
Have a Question?
Brand: Ordenivo
Legal Entity: Sichuan Xinshun Kang Health Technology Co., Ltd.
Registered Address: No. 412, Building 1, Section 5, Jiuge Avenue, Jiangyang District, Luzhou City
Return Country/Region: China
Email: service@ordenivo.com
Important: The registered company address above is not the standard product return address. Approved returns must be sent to the authorized return-processing warehouse provided by Ordenivo customer service.
Ordenivo is operated by Sichuan Xinshun Kang Health Technology Co., Ltd.
Ordenivo — Quiet Luxury, Worn Naturally.