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 & Refund Policy

Due to hygiene and safety reasons, all wig sales are final.
We do not accept returns, exchanges, or refunds on wigs once they have been delivered, whether opened or unopened, except in cases where:
You receive the wrong item; or
The item arrives damaged or defective.
If you receive an incorrect, damaged, or defective item, please contact us within 48 hours of delivery and provide clear photographs of the product and packaging. We will review the issue and work with you to provide an appropriate resolution.
Before placing your order, please carefully review all product descriptions, measurements, images, and color options. If you have any questions regarding a wig's style, length, texture, or color, our customer support team is happy to assist you before purchase.
Please note that actual product colors may vary slightly from the images displayed on our website due to lighting, photography, and differences in screen settings. Such variations are normal and are not considered defects or grounds for a return, exchange, or refund.
By placing an order with us, you acknowledge and agree to the terms of this Wig Return & Refund Policy.

Bags


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

  • The item is unused and in its original packaging.

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

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

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
  2. Contact us via email or our website form to initiate a return.
  3. Include your order number and reason for return.

  • 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.

  • Refunds 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).