Returns & Refunds

At Rapunzel of Sweden we want you to feel safe when you shop with us. Therefore, you always have the right to cancel your purchase and complain about defective products.

When exercising the right of cancellation, you are responsible for the return shipping. It is important that the goods are returned in unchanged condition.

For in-store purchases, please contact the store directly.

Keep in mind:

• Hair extensions is a hygiene product and therefore must not be attached to the hair if you want to make a return. The product must be returned in its original packaging and if it is sealed (e.g. with a gold band or cable tie) the seal must not be removed.

• In case of an exchange, please follow the return process and place a new order.

  
  
  Return policy

• 30-day return period from the date of receipt of the goods.

• The return cost will be deducted from the refund.

  ---

How to return an item:

For orders placed before April 27, 2025:

To register your return and get your return note, go to our returns portal here:
🔗 https://returns.turnr.se/rapunzel

There you enter your order number and your email address.

Can't find your order number? You can find it on your order confirmation and it starts with ‘CO’.

For orders placed from April 27, 2025 onwards:

To register your return and get your return note, go to our returns portal here:
🔗 https://returns.ingrid.com/rapunzel-prod

There you enter your order number and your email address.

Can’t find your order number? It’s listed in both your order confirmation and delivery confirmation under “Order number”.

Once your return is registered, you will receive an email with the return note. Pack the products in suitable packaging - remember that you are responsible for ensuring that the package is properly protected during transport. Then hand in the parcel to your nearest DHL agent and ask for a delivery receipt. Keep the receipt until your return is processed.

In the following countries we can help you with a return note:

Returns from other countries:

At the moment we can only offer return vouchers for the countries listed above. If you want to return a product from a country not listed above, you will need to organise the return shipping yourself. You can find full details on how to do this, including addresses and instructions in our returns portal with customised information based on the country you are returning from.

• We do not accept returns of used products or returns submitted after 30 days.

• Dangerous goods cannot be returned.

• We will process your return within 7 working days of receiving it. You will receive a confirmation email when the return is finalised.
  

Can I return with my own return note?

We always recommend that you use our returns service for a smooth and safe return. You will receive a return note and clear instructions directly to your email.

Do you still want to use your own return slip? That's fine, but you're responsible for ensuring that the parcel is sent using a traceable delivery method and to the correct address. Remember to always keep both the tracking number and the receipt of your return.

Refund process

Once we receive your return, it can take up to 7 working days to process it. As soon as it is processed, you will receive an email with information about your refund. The refund will be made to the same payment method as the purchase.

Please note:

That it may take a few days for the return parcel to reach us.

When paying by invoice via Klarna, notify Klarna of the return and pause the invoice.

It takes about 1-5 banking days to receive the refund after the return is approved.

Complaints

According to the Consumer Purchase Act, you have the right to complain about defects in our products for up to three years from the date of purchase. The right of complaint applies to original defects and does not cover normal wear and tear or damage caused by improper use or lack of care.

Our hair products are handmade and although it is rare, production defects can occur, e.g. that the hair becomes unusually matted and frizzy. Production defects often show up early, usually within 4-6 weeks on our Remy hair. Therefore, we recommend that you contact us as soon as you notice a problem, so that we can help you quickly.

Please note that some natural texture change (e.g. self-falling or waviness) may occur on our real hair.

Wear and tear due to heat styling, improper care or other use that does not follow our care instructions cannot be claimed under the warranty, as this negatively affects both your extensions and your own hair.

How to complain about a product:

For orders placed before April 27, 2025:

To register your complaint, go to our returns portal: https://returns.turnr.se/rapunzel.

There you enter your order number and your e-mail address.

Can't find your order number? You can find it on your order confirmation and it starts with ‘CO’.

For orders placed from April 27, 2025 onwards:

To register your complaint, go to our returns portal: https://returns.ingrid.com/rapunzel-prod.

There you enter your order number and your e-mail address.

Can’t find your order number? It’s listed in both your order confirmation and delivery confirmation under “Order number”.

Once your complaint has been registered, you will receive an email with further information.

• If the complaint is approved, Rapunzel of Sweden is responsible for the shipping cost.

• If the complaint is not approved, you are responsible for the return shipping.
  

Complaints about dangerous goods

Some products contain flammable substances and have special delivery restrictions (for example our Hair Extensions Remover). If such a product is damaged or defective, please contact our customer service for complaint information.

Uncollected parcels

If your parcel is not collected on time, it will automatically be sent back to our warehouse after 9-14 days, depending on the shipping company you have chosen.

In case of unclaimed parcels, a return fee will be charged to cover handling and return shipping. Please note that the original shipping cost of the order is non-refundable.

Below you can see the fee that applies to your country:

Durability and warranty on our hair products

Rapunzel of Sweden's real hair is carefully selected and quality tested to make you feel safe when you shop with us. Therefore, we offer long durability on all our extensions made of real hair. We have three different hair qualities with varying lifespans:

Human Hair (temporary extensions such as Occasion Tape and Clip-ins) have an effective lifespan of approximately one month with daily use but can last longer depending on frequency.

Premium Remy Human Hair (permanent extensions such as Premium Tape, Premium Weft and Premium Keratin) have a life expectancy of up to 6 months.

Virgin Remy Human Hair (Ultra Tape) has a life expectancy of up to 18 months.

To ensure that your Rapunzel of Sweden hair lasts as long as we say it will, we recommend that you use Rapunzel of Sweden's own hair care products and follow our care instructions.

If you notice any defects in our products or have any questions, please contact Rapunzel of Sweden's customer service as soon as possible after receiving your product and we will help you in the best possible way.