Refund policy
At Pensivel, we are committed to providing premium-quality wigs, hair accessories, and hair extension products that meet your expectations.
We understand that choosing the right hair product is an important decision. If your purchase does not meet your expectations, our customer support team is ready to assist you with the return process.
Please carefully review the following return guidelines before submitting a request.
1. Return Period
Customers may request a return within 30 calendar days from the date they receive their order.
Return requests submitted after this 30-day period may not be accepted, except where required by applicable consumer protection laws or covered under valid product warranty terms.
2. Return Eligibility Requirements
To be eligible for a return, products must meet all of the following conditions:
The item must be unused and unopened.
The original packaging, labels, tags, and included accessories must be complete.
The product must be returned in its original condition.
Returns Accepted for Product Issues
If your order has a verified problem, including:
Product defects
Damage during shipping
Incorrect item received
Product significantly different from the description (including incorrect color, texture, or length)
Pensivel will review the situation and provide an appropriate resolution, including a full refund or replacement.
Returns Due to Personal Preference
For reasons such as changing your mind, selecting the wrong item, or personal preference, returns may only be accepted if the product remains completely unopened and unused.
Due to hygiene and safety standards, opened or used hair products cannot be returned for personal reasons, including:
Wigs
Lace hair extensions
Lace bangles
Hair ties
Any opened hair-related products
Products that have been tried on, worn, combed, trimmed, styled, or marked as non-returnable on the product page are not eligible for personal-return requests.
3. Return Shipping Responsibility
Return shipping costs depend on the reason for the return.
Returns Caused by Product Problems
For returns related to:
Quality defects
Shipping damage
Incorrect products
Major differences between the product received and the description
Pensivel will provide a prepaid return label and cover the return shipping cost.
No handling fee will be charged.
Returns Caused by Personal Reasons
For returns caused by:
Personal preference
Incorrect selection
Change of mind
The customer is responsible for return shipping costs.
Please note:
Original shipping fees paid during checkout are non-refundable.
No handling fee will be charged when the product is unopened and returned in its original condition.
Return requests submitted beyond the 30-day return period are generally not accepted. However, products covered by manufacturer warranty may still qualify for repair or replacement support.
4. How to Submit a Return Request
To begin the return process, please contact our customer service team:
Email:
service@pensivel.com
Please use the following email subject format:
Return Request - Order Number: [Your Order Number]
To help us process your request efficiently, please include:
Order number
Product name and quantity
Reason for return
Photos or videos showing the issue (required for defective, damaged, or incorrect items)
Our customer service team will review your request and provide return instructions within two business days.
For approved quality-related returns, Pensivel will provide a prepaid return shipping label.
5. Refund Processing
After the returned product arrives at our facility, we will inspect its condition and review the refund request.
If approved:
Refunds will be issued to the original payment method used during checkout.
Refunds may be processed through your credit card, PayPal, or original payment provider.
Processing times may vary depending on your bank or payment service provider.
Pensivel will never request additional bank account details or alternative payment information for refund processing.
Partial refunds may be issued in certain situations, including:
Missing original parts or accessories
Damaged packaging
Signs of use beyond opening the package
6. Additional Return Information
Warranty Support
Some products may include manufacturer warranty coverage.
If a product has a specific durability guarantee and an issue occurs after the 30-day return period, please contact our support team to discuss possible repair or replacement solutions.
Damaged Packages
If your package arrives damaged, please contact us within 7 days after delivery.
We recommend checking your order carefully immediately after receiving your package.
Large Quantity Orders
Bulk purchases or commercial orders may have different return conditions.
Customers placing large quantity orders are encouraged to contact us before completing their purchase.
This return policy does not limit any consumer rights provided under applicable laws in your region.
7. Contact Us
If you have questions about returns, refunds, or need additional assistance regarding your request, please contact our customer support team:
Customer Service Email:
service@pensivel.com
We aim to respond to customer inquiries within 24 hours on weekdays.
If a resolution cannot be reached directly, both parties may seek assistance through appropriate third-party mediation or a competent court within the applicable jurisdiction.