Refund policy

Return & Refund Policy

Last updated: October 14, 2026

30-day return window

You may request a return within 30 days after your order is marked delivered. Please contact us before sending anything back. Returns sent without authorization, or sent to the address shown on the original parcel, may not be accepted.

Return eligibility

For hygiene and quality-control reasons, returned wigs and hair products must be in resalable condition. The item must be:

unworn, unwashed, unbrushed, unstyled and unaltered;
free from odors, perfume, makeup, hair products and other residue;
returned with the lace uncut, tags attached, hairnet, gifts and original packaging; and
free from damage caused after delivery.

You may carefully open the package and visually inspect the item. However, wearing, brushing, cutting the lace, coloring, bleaching, washing or styling the item makes it ineligible for a preference-based return.

How to request a return

Email ljirong17@gmail.com within 30 days of delivery. Include your order number, the item you wish to return and the reason for the return.
We will review your request within 1-3 business days and send the correct return address and return instructions.
After authorization, ship the return within 7 calendar days and send us the tracking number.

Do not return an item to the sender address on the parcel. Our authorized return address may be different.

Return address in China

Recipient: Li Jirong (李纪容)
Address: Intersection of Xinhua Road and Shenma Avenue, Zhanhe District, Pingdingshan City, Henan Province, China
Chinese address: 河南省平顶山市湛河区新华路与神马大道交叉口
Phone: +86 13004948886

Please obtain return authorization from ljirong17@gmail.com before shipping. We will confirm the mailing instructions for your approved return. This is our return destination, not our company registered office in Hong Kong. Returns from the US are international shipments to China. For change-of-mind and preference returns, customers arrange and pay the actual return shipping costs; Mavelle does not provide a prepaid return label. For damaged, defective or incorrect items, follow the instructions in our Return and Refund Policy.

Change-of-mind and preference returns

This includes returns because the customer no longer wants the item, ordered the wrong color, length or style, selected an unsuitable fit, or expected a different look.

The customer must arrange and pay for return shipping. Mavelle does not provide a prepaid return shipping label.
Use a trackable shipping service. Insurance and signature confirmation are strongly recommended.
For international returns, the customer is responsible for the carrier, tracking, customs declaration, duties, taxes, brokerage charges and any other return-related fees.
The return remains the customer's responsibility until it is delivered to and accepted at our authorized return address. We cannot refund a parcel that is lost, delayed, damaged, refused by customs or delivered to the wrong address.
Original shipping charges, express-delivery fees, customs charges and return shipping costs are not refundable.

Damaged, defective or incorrect items

Please contact us within 7 days of delivery and include clear photos or video of the item, packaging and shipping label. Do not ship the item until we provide instructions. If we confirm that the item was damaged on arrival, materially defective or incorrect, we will offer an appropriate replacement or refund and cover reasonable, pre-approved return shipping costs. We do not issue prepaid return labels; approved return postage will be reimbursed as instructed by our support team.

Minor differences in color caused by screen settings, or a style that requires normal brushing and reshaping after transit, are not automatically considered defects. This does not affect claims for genuine damage or material defects.

Refund timing

We issue refunds only after the returned parcel has been delivered and inspected. Inspection normally takes 3-5 business days. If the return is approved, the refund will be sent to the original payment method. Your bank or payment provider may need an additional 3-10 business days to post the funds.

If a returned item does not meet the eligibility conditions above, we may decline the refund and contact you about the available options.

Items that cannot be returned

items that have been worn, washed, brushed, styled, cut, colored, bleached or otherwise altered;
items with cut lace, removed tags, odors, makeup or product residue;
custom-made or personalized items;
gift cards; and
items clearly marked "Final Sale" before purchase.

Exchanges

To receive a different color, length or style, please request a return and place a new order after your return is approved. This helps avoid stock and price differences during international transit.

Order cancellations

Contact us as soon as possible if you need to cancel an order. We can cancel only before fulfillment begins. Once the order has shipped, it must follow the return process above.