UrbanTrendNivo Return & Exchange Policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Return & Refund Eligibility

We want you to love every purchase from UrbanTrendNivo! Therefore, you can request a refund or reshipment for ordered products if:

Returns & Refund Policy

At UrbanTrendNivo, customer satisfaction is important to us. However, due to the nature of our products and our supplier network, we have specific return guidelines as outlined below.

Wigs

For hygiene and safety reasons, all wig sales are final.
Wigs are non-returnable and non-refundable, regardless of whether they have been opened or not uless it is a completly different color. Please contact us within 48 hours with photos, and we’ll arrange a resolution.

Please make sure you review all product details, images, and color options carefully before completing your purchase.
If you have questions about a style, length, or color, our team is happy to assist before you order.

Please note that wig colors may appear slightly different in person due to lighting, photography, or screen display settings. These differences are not considered product faults and do not qualify for returns or refunds.

Beauty Products & Personal Care and Accessories

For hygiene reasons, personal care and beauty products cannot be returned once opened or used and are non-returnable and non-refundable, 

Exceptions (only if the supplier made an error):

We will only assist if:

  • You received the wrong item, or

  • The item is damaged on arrival

In these cases, please contact us within 48 hours of delivery with photos so we can resolve it with our supplier.

Bags, Jackets, Sunglasses, Watches and Other Accessories

We accept returns for these items within 7 days of receiving your order, provided that:

  • The item is unused, unworn, and in its original packaging.

  • You contact us within 7 days of delivery to request a return.

Return Shipping:
Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with clear photos of the issue.
We’ll review your case and arrange a replacement or refund if approved.

  • How Returns Work

    1. Request a Return

      • Contact us via email or our website form to initiate a return.

      • Include your order number and reason for return.

    2. Returns & Supplier Coordination
      All return requests must be submitted to us directly. We will liaise with the relevant supplier or fulfillment partner to confirm eligibility and return instructions.

      For items approved for return, the product must be available for collection at the original delivery address, as required by our fulfillment partners, particularly for USA-fulfilled orders.

      Changes to the collection address may result in the return being declined or additional courier fees.

    3. Refund or Exchange

      • Once the supplier confirms, we issue a refund to your original payment method or send a replacement.

      • The complete process may take up to 14–21 business days, depending on supplier process

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).