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Rapunzel of Sweden - It´s all about Hair Extensions
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Terms and Conditions

2016-02-29 

Rapunzel of Sweden AB
Org. Nr: 556732-5047
Founded: 2007

Postal Address: Box 3174, 90304 UMEÅ, SWEDEN
Email: gb@rapunzelofsweden.com
Telephone: 0046 90 706891

General Terms and Conditions

Prices and payment

Deliveries

Return, Refund, Exchange and Complaints

Product Responsibility
Privacy Policy
Force Majeure

General Terms and Conditions

The following general terms and conditions are applicable for all agreements made with Rapunzel of Sweden AB, 556732-5047 (furthermore stated as Rapunzel). By ordering from Rapunzel you thereby accept these terms and conditions whether your order is in our webshop or in one of our salons. Orders made by persons under the age of 18 are considered cash purchases and require a parent or guardian’s approval. Rapunzel reserves the right for any typographical errors in text and images, as well as errors in the product specifications of all products in our range. Rapunzel also reserves the right to correct any errors in the product availability information. In order to get the best results from your product we recommend that you follow our care guidelines. Read more on our website or contact our Customer Service staff if you have questions.

 

If you are dissatisfied with products ordered online in our web shop please contact Customer Services. Should they not be able to satisfy your needs then please contact the EU Commission’s on-line platform for the settlement of disputes at: http://ec.europa.eu/odr. We intend to participate in the dispute resolution process.

 

Any disputes that cannot be resolved by the parties involved will be examined by http://ec.europa.eu/odr, whose recommendations we intend to follow.


Prices and Payment

Every price is provided inclusive of VAT. Over and above the price of the product there may be additional costs for payment and delivery depending on which method you choose. Information regarding prices, terms of delivery and payment methods are clearly shown at check-out. The total sum to be paid will clearly be shown before you agree your order or agree the amount to be paid.

Campaigns or price reductions will be applied either to the product or by giving a product code at check-out. Our campaigns and offers are valid as long as stocks last or until a given end date.
Please note: For countries outside the EU there may be additional local charges such as taxes and customs fees to be paid by the customer.

Credit Card payment

You can purchase goods from Rapunzel by using Visa, Mastercard, Diners or American Express cards which are approved for internet shopping via DIBS payment. No extra charges apply. The amount to be paid is reserved on your card but will first be debited when your products are sent to you. Payment exchange (DIBS) which all credit card payments go through meets the requirements for PCI-DSS. We reserve the right to verify the payment card's validity, that sufficient funds are available to cover the value of the order, and that the holder's address details are correct. We may refuse a purchase as a result of this information.

www.dibspayment.com

PayPal

Pay quickly and more securely by using PayPal. You can choose to fund your payment from your PayPal balance or via a debit or credit card linked to your PayPal account.
For more information go to www.PayPal.com.

Pay in Advance

If you wish to pay in advance then you can do that easily with us.
  1. Place your desired items in the shopping basket, continue to check-out.
  2. Choose payment in advance and your which method of delivery you would like
  3. Complete your purchase
  4. Your order is being processed and you will receive account information via your email address, this information can also be found on your order confirmation.
  5. Transfer money to us in the given account, please state your order number as reference 101 XXX XXX.
  6. Your order will be sent to us as soon as your transfer is complete – this normally takes 1-2 bank days. You receive an email when your order has been shipped from our warehouse.
Please remember to transfer to the right account depending upon which currency you placed your order in.

Account Details

GBP
Recipient: Rapunzel of Sweden AB
Account: 61727013
Sort Code: 404865
Bank: SEB, London branch, U.K.
(Swift/BIC: ESSEGB2L)
IBAN: GB51 ESSE 4048 6561 7270 13
 
USD
Recipient: Rapunzel of Sweden AB
Account: 61727013
Sort Code: 404865
Bank: SEB, London branch, U.K.
(Swift/BIC: ESSEGB2L)
IBAN: GB51 ESSE 4048 6561 7270 13

EURO
Account: 83045003
BLZ: 20020200
Bank: SEB, Hamburg
Recipient: Rapunzel of Sweden AB
IBAN-Nr: DE47200202000083045003
SWIFT-Code (BIC): ESSEDEFFHAM

Discounts and Gift Vouchers

Percentage discounts, such as, for example, student discounts are not valid on sale items. Our promotions cannot be combined with each other and you are unable to use two different gift card or voucher codes on the same order.

If you have a discount code or a gift card, use it at the checkout. Please type in the code and press the button to activate. The amount is automatically deducted from the total. If the code covers the full amount of the order, this will be your payment. If it only covers part of your purchase, you will be requested to choose another payment method for the remaining amount of your order.

Deliveries

At checkout you can choose the delivery method that is available for your region and see which delivery times apply. We strive to have all our items in stock. Should a product not be available for immediate delivery it will be clearly stated beside the product and at check out. If any items from your order are unable to be delivered immediately, please contact us for part delivery or help in finding an alternative product.  Should we be unable to fulfil the agreed delivery date then we will contact you. Should the package not arrive please inform us within 14 days of the order date.  You can cancel your purchase at no cost if we do not meet the terms of delivery.  Your package may be delayed during national holidays, festivals or transport disruptions. Note that changes in delivery may occur during the weekends.
 
When an order leaves our warehouse you will receive an email that your product is on its way. 
Please note: For countries outside the EU there may be additional local charges such as taxes and customs fees to be paid by the customer.

UPS Express - 1-2 working days

All orders placed and paid for Monday to Friday before 2pm local time (CET) will be sent the same day. 
Countries covered: Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Holland, Poland, Spain, Great Britian (UK), Swizerland. 
Delivery to countries other than those listed above is 1-4 working days (UPS).  
Variations may occur when delivering to remote locations or due to national holidays.

Standard delivery

Order before 3pm (GMT+1) Monday – Friday – your order will be sent the same day.  
 
Delivery time:
England: 3-5 working days.
The rest of the EU: 4-8 working days.
Outside the EU: Delivery times vary depending on which country the package is going to.
 
Normally packages are posted through your letterbox as standard mail.  Bulky packages will be sent to your nearest Post Office where you can fetch it later.  

Return, Refund, Exchange and Complaints

At Rapunzel we want you as a consumer to feel secure shopping with us and that you always have the right to cancel your purchase, replace your item or to send defected items to us. You the customer are responsible for all shipping costs incurred when returning or exchanging goods as well as being responsible for any diminished value due to handling the products more than is necessary for determining the product's character and form. Should you have received an incorrect or defective item we will reimburse you for the cost of return delivery. For questions you can reach us here >>

Returns

All returns must be returned as follows:
  1. Pack the product well into the same package / bag that it came in. Or use your own packaging / box.
  2. Use our pre-printed return form that you can find here >>
  3. Send your return form along with your order to Rapunzel of Sweden AB, Box 3174, 903 04 Umeå, Sweden
  4. Hand in your package at the nearest post office. Keep the receipt.

Right to Return

If you would like to cancel your order or return your goods, please notify us in writing within 14 days of the date you received your goods. This is done by filling in the returns form or by email. On the Consumer Agency's website you can find a standard form for exercising your right to return goods. You have a further 14 days to return the goods. We will refund your money, preferably using the same payment method that you used when ordering (or, if payment has not yet been paid for the goods, make sure the return is reflected in your account balance), as soon as possible. The refund will be paid back to you within 14 days of you informing us that you want to return the goods, this on the condition that we have received the goods or proof that you have returned the goods. You the customer are responsible for all shipping costs incurred when returning or exchanging goods as well as being responsible for any diminished value due to handling the products more than is necessary for determining the product's character and form.

Exchange

For all returns the consumer is responsible for the item reaching Rapunzel, and unless otherwise indicated, also for transport costs. If your order has been incorrectly delivered or is not what you ordered then we will refund the costs. For product exchanges Rapunzel bears the costs of sending out your new products.

Refunds

If you are charged for the goods you will receive a refund which covers standard shipping and express shipping, non-standard shipping is non-refundable. Should you wish to keep some of the products from your order, and only partially return your order then standard shipping is non-refundable.

Rapunzel guarantees to refund, or replace the goods if you prefer, in accordance with the return rights. The whole value is refundable on the condition that the products are returned in the same condition as they were sent out to you in. This means that the goods must not have been damaged, soiled, washed, altered or worn and that any labels and tags are intact. If the item is in a modified form, an assessment of impairment will be made. The decrease in value will not be refunded.

If you have received a defective product, you should immediately notify Rapunzel and return the item in compliance with the above information. For goods that are deemed to have a defect, Rapunzel will provide a full refund for those goods. The rules herein do not limit the existing statutory rights. With regard to a service that has already been started, returns can only be done for those services that have not yet been carried out.

Complaints

If you believe that a product is defective or faulty, please contact us or send it back for a refund. Upon receipt of the item at Rapunzel then we will provide an assessment of the product's status. Only original product faults are covered by warranty. The warranty does not cover faults caused by eg. wear and tear or misuse, or if the original products condition has been changed (e.g. all methods of colouring).

In the case of a complaint, we assess the condition of the product taking into consideration the estimated life span. Read more here >>

If after examination the product is deemed defective / faulty you will at first instance be sent a replacement product. If new goods are unable to be shipped then the total value will be refunded including expeditionary and shipping costs. If you need to make a complaint about the attachment of hair then please contact the person / salon that did the work since they are responsible for making sure that the attachment has been done properly.

In order for Rapunzel to assess the returned product, we need the entire product returned, this together with a detailed description of the fault and how the product was used. If the entire product / order is not returned to us we are unable do a full assessment of the product's fault and can only assess and possibly refund for the part we have been sent.

When making a claim against a faulty / defective product, you the customer are not liable for any charges. Rapunzel will pay for the postage to return the goods on demonstration of a receipt. Please send the receipt or copy of the receipt for the shipping cost. Complaints to Rapunzel should be made within a reasonable time after the customer has received the order.

 

Click here to print out your Return Form >>

 

If you as a private person have received a faulty product, you have the right to return the goods within three years from the time you received the product, and within two months from the time you discovered or should have discovered the error.

Product Responsibility

Rapunzel renounces any responsibility for how the product is used and disposed of to the purchaser. The buyer has sole responsibility for use of the product, and must personally check any allergies or irregularities. Rapunzel recommends that the products are always used in the manner stated in the product information on the website. The only information which is up to date is that which appears on Rapunzel's official website.

Privacy Policy

We comply with the Personal Data Act (PDA). In connection with your registration and ordering you agree that we store and use your information in our organisation in accordance with PDA in order to fulfil our agreement towards you. Under the Personal Data Act, you have the right to access the information that we have registered on you. If it is incorrect, incomplete or irrelevant, you can request that the information be corrected or deleted. Contact us in such cases via email.

Click here to read more about our Privacy Policy and cookies.

Force Majeure

Rapunzel is not responsible for delays in performance caused by circumstances beyond the reasonable control of Rapunzel. In case of force majeure Rapunzel is entitled to additional time to which to fulfil their commitments. Examples of such circumstances include, but are not limited to, strikes, terrorist acts, war, supplier, transport or production problems, exchange rate fluctuations, government regulatory actions, or natural disasters. If such a circumstance lasts more than two months, both sides have the right to terminate this Agreement without the other party and / or entitled to receive compensation or obliged to provide compensation.