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Return & product claim

At Rapunzel of Sweden, our aim is to make sure that you as the consumer feel secure purchasing goods from us, therefore we provide you with the possibility to return or claim goods. You the customer are responsible for all shipping costs incurred when returning 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. 

Due to hygienic reasons, please observe that it is not possible for us to accept returns if the hair has been tried on. The hair has to be returned with the complete original packaging. If the product is sealed (with a golden string or similar), the seal shall not be removed.

Customers wishing to obtain a refund due to a faulty product should please note the following: you must always return the entire product (all packages) in order for us to give you full refund. Unfortunately, we are not able to give you a refund for costs connected to the hair attachment.

RETURNS

30-day refund policy. All returns must be submitted as follows: 
  1. Pack the product well in the original packaging into the same package / bag it came in. Or use your own box/package. 
  2. Use our return form. You can print it here: return form.
  3. Please return the completed form along with your order to Rapunzel of Sweden AB, Fanérgatan 14B, 56633 Habo, Sweden. 
  4. Submit the package at the nearest post office. Keep the receipt. 

If the wrong products have been delivered, then we will refund your return shipping costs. Rapunzel of Sweden will attend to your case as soon as possible. 

If you paid by credit card, then the money will be refunded back to the card via Adyen/PayPal. If you were invoiced, the invoice will be cancelled or credited back to you. Refunds take approx. 1-5 business days. We refund standard delivery fees if the whole order is returned. The cost for additionally chosen services, such as express delivery, is not refunded if you return the goods.

EXCHANGE

We do not offer exchanges, but it is possible to return items as stated above and to place a new order online.

PRODUCT CLAIM

Product claims must be made within a reasonable time after the product has been put into use. If your product is faulty then the entire product should be returned to us. Please attach a full description of the fault. The item is then analysed by our claims department who will contact you via email when the matter has been investigated. 

Please follow these steps: 
  1. Pack the items in the same package/bag it came in. Or use your own packaging/box. 
  2. Print out the claim form.
  3. Include a full description of the fault. 
  4. Send the claim form along with all the goods / items you wish to have refunded, and the receipt for the return shipping, to: Rapunzel of Sweden AB, Fanérgatan 14B, 56633 Habo, Sweden
  5. Submit the package at the nearest post office. Save the receipt.

If your claim is accepted, we will refund the return shipping fee to you. Please send us a photo of your post receipt to returns@rapunzel.com in order to receive the refund for the return fee. Please note that we can only refund standard shipping fees and no express or special delivery shipping fees.

GUARANTEE

Rapunzel of Sweden’s real human hair has been carefully selected and tested to ensure that you feel safe when buying from us. That’s why we also have a guarantee on all our extensions. For hair of Original quality, the guarantee is for 1 month, and for hair of Premium quality, it is 5 months. The guarantee ensures that the hair does not become excessively tangled or frizzy. Some irregularities may occur when using real human hair products. Wear and tear due to styling tools and improper care are not covered by the guarantee as these will always cause damage to extensions and your own hair. The guarantee for extension insertion is only valid when this is carried out at one of our concept salons in Stockholm, Malmö, Gothenburg or Helsinki.

As a rule, you have a three-year right of complaint from the purchase date. However, the guarantee period for products with limited durability, including hair extensions, is significantly shorter. Claims can therefore only be approved within the guarantee period from the time you receive your product.

If you discover a fault in the product or have a complaint, please contact Rapunzel of Sweden’s customer service as soon as possible after you have received the product. Wishing you a great experience with your new hair! We are always here if you have any questions or concerns, or if you need help choosing the right insertion method and colour.