Refund policy

Thank you for shopping with OV LUXE.

Due to the personal nature of wigs and hair products, and for hygiene and quality-control purposes, all sales are final. We do not accept returns, refunds or exchanges after an order has been processed, except where OV LUXE made a confirmed mistake.

Please review all product details carefully before completing your purchase. Customers are responsible for selecting the correct length, colour, texture, lace type, density, cap size and other product options.

We do not accept returns, refunds or exchanges because of:

  • A change of mind
  • Selecting the wrong length, colour, texture, density, cap size or lace option
  • The customer no longer wanting or needing the product
  • Incorrect or incomplete information provided by the customer
  • Slight colour differences caused by lighting, photography or screen settings
  • Improper installation, handling, maintenance or storage
  • Normal shedding or wear caused by use
  • Delivery delays caused by the courier or circumstances outside our control

Incorrect, Damaged or Defective Items

We will review a claim only if:

  • OV LUXE sent the wrong product;
  • The item arrived damaged; or
  • The item arrived with a confirmed manufacturing defect.

You must contact OV LUXE within 48 hours of the delivery time shown by the courier.

Your message must include:

  • Your full name
  • Your order number
  • A clear description of the issue
  • Clear photographs and videos of the product
  • A photograph of the package and shipping label

Claims submitted after 48 hours may not be accepted.

Condition of the Product

To qualify for review, the product must remain:

  • Unused and unworn
  • Unwashed and unstyled
  • Uncut and uncoloured
  • Free from glue, makeup, hair products, odours and alterations
  • With the lace uncut
  • With all tags, security seals and original packaging intact

Once the lace has been cut or the product has been worn, washed, brushed, combed, coloured, bleached, styled, installed or altered, the product will be considered accepted and cannot be returned.

Approved Claims

If OV LUXE confirms that the wrong, damaged or defective product was supplied, we may offer:

  • A replacement;
  • A correction or repair;
  • Store credit;
  • A partial refund; or
  • A full refund.

The appropriate resolution will depend on the circumstances and product availability.

Do not return any item without receiving written return instructions from OV LUXE. Unauthorized returns may be refused.

Refund Processing

Approved refunds will be returned to the original payment method.

Banks, card companies, Klarna and other payment providers may require additional processing time before the refund appears in your account.

Original shipping charges are non-refundable unless OV LUXE made the confirmed error or a refund is otherwise required by law.

Order Cancellations

Cancellation requests must be submitted immediately after the order is placed.

An order cannot normally be cancelled after it has entered processing, customization, packaging or shipping.

Submitting a cancellation request does not guarantee that the order can be stopped.

Final-Sale Products

The following are final sale:

  • Wigs and hair products
  • Customized or made-to-order units
  • Coloured, cut or styled units
  • Pre-orders
  • Sale, clearance and promotional items
  • Gift cards

Nothing in this policy removes any consumer rights that cannot legally be excluded. Ontario generally does not require stores to offer ordinary refunds or exchanges, but statutory consumer rights may still apply in certain situations.