Refund policy

We want you to love your Orevio hair. Because hair extensions and wigs are intimate, hygiene-sensitive products worn directly against the scalp, we are unable to accept returns for change of mind — this is standard across the professional hair industry and exists to protect the health and safety of every customer.

We do, however, stand fully behind the quality of what we send you.

What we accept

You are eligible for a replacement or full refund if your item is:

  • Defective — excessive shedding on first gentle handling, lace tears, defective construction, or wefts coming apart before use
  • Wrong item — you received a different product, length, density, or colour than what you ordered
  • Damaged in transit — the item arrived damaged or contaminated
  • Significantly not as described — the item materially differs from its product page description

Claims must be raised within 7 days of delivery, and the item must be unworn, uninstalled, unwashed, uncut, and undyed, with all original packaging, tags, and lace intact.

What we cannot accept

We are unable to accept returns or issue refunds for:

  • Change of mind, or no longer wanting the item
  • Ordering the wrong length, colour, density, or cap size
  • Any hair that has been worn, installed, glued, cut, coloured, bleached, permed, washed, or styled with heat
  • Items with removed or altered tags, or missing original packaging
  • Damage caused by improper installation, harsh products, or failure to follow the care instructions on the product page
  • Minor variations in shade, texture, or curl pattern — human hair is a natural product and slight differences from photos are normal
  • Delays caused by carriers or customs
  • Items marked Final Sale or purchased with a promotional discount code

Colour appearance also varies with screen settings and lighting. This alone is not grounds for a return.

How to make a claim

  1. Email info@orevio.net within 7 days of delivery with the subject line: Return Request — [Your Order Number]
  2. Include your order number, the reason for the claim, and clear photos or video of the item showing the issue, including the packaging and tags
  3. Our team reviews every claim within 1–2 business days
  4. If approved, you'll receive a Return Authorisation and the correct return address

Please do not send any item back before receiving a Return Authorisation. Unauthorised returns and packages sent to any address other than the one we provide cannot be processed or refunded.

Return shipping costs

If the fault is ours — a defective, damaged, or incorrect item — we cover return shipping in full and you pay nothing. In many cases we'll simply send a replacement without requiring the original back.

Where a return is approved for any other reason at our discretion, the customer is responsible for return shipping. We recommend a tracked service, as we cannot process returns for parcels lost on their way back to us.

Refunds

Once your return is received and inspected, or your claim is approved, we'll email you to confirm.

Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear on your statement.

Where the fault is ours, your original shipping fee is refunded along with the item. In all other cases, shipping fees are non-refundable.

Exchanges

We don't process direct exchanges. If you've received a defective or incorrect item, we'll send a replacement of the same product at no cost once your claim is approved.

Order cancellations

Orders cannot be cancelled once placed.

The moment your order comes through, it is sent straight to our fulfilment partner and your hair is secured and prepared for dispatch. This happens automatically and immediately, which is how we keep delivery times as short as possible — but it also means there is no window in which an order can be pulled back or cancelled.

Please review your selection carefully at checkout: length, density, colour, cap size, and lace type. If you're unsure which option is right for you, email info@orevio.net before you order and we'll gladly help you choose.

Your statutory rights

Nothing in this policy affects your statutory rights under the consumer protection laws of your country, including your rights in respect of faulty or misdescribed goods.

Contact

Orevio Customer Care Email: info@orevio.net Response time: 24–48 hours, Monday to Friday

Last updated: August 2026