TERMES & CONDITIONS

2021-09-14 

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

Postal Address: Box 3174, 903 04 UMEÅ, SWEDEN
Email: gb@rapunzel.com
Telephone: +46 90 70 60 70

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 online 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. Apart from 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 the checkout. The total sum to be paid will clearly be shown before you confirm your order or confirm the amount to be paid.

Campaigns or price reductions will be applied either to the product or by giving a discount on the website. 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.

KLARNA

Rapunzel of Sweden offers Klarna as an alternative method of payment. Choose to pay immediately, later or in installments. Rapunzel of Sweden works in conjunction with Klarna in Sweden, Germany, Norway, Finland, Denmark and Austria. Klarna offers different payment solutions for the different countries. Read more about Klarna payment options here.

CREDIT CARD PAYMENT

You can purchase goods from Rapunzel by using Visa and Mastercard cards which are approved for internet shopping via Klarna. No extra charges apply. 

DISCOUNTS 

Discounts, including student discounts, do not apply to sale items or gift vouchers. Our promotions cannot be combined with each other and you are unable to use two different discount codes on the same order.

If you have a discount code, use it at the checkout. Please type in the code and press the arrow-button to activate. The amount is automatically deducted from the total. 

DELIVERIES

At the 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. 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. Your package may be delayed during national holidays, campaigns or transport disruptions. Note that changes in delivery may occur during the weekends.
 
When your 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 from Monday to Friday before 2pm local time (GMT+1) will be sent the same day. 
 
Countries covered: Austria, Denmark, Finland, France, Germany, Italy, the Netherlands, Poland, Spain and Switzerland.  
Delivery to countries other than those listed above takes 1-4 working days (UPS).  
Variations may occur when delivering to remote locations or due to national holidays.

STANDARD DELIVERY

Our warehouse usually packs your order within 24 hours from ordering (valid from Mondays to Fridays).  

Delivery time:

United Kingdom: 3-5 working days.
Within the EU: 4-8 working days.
Outside the EU: Delivery times vary depending on which country the package is going to.

Usually, orders are sent with UPS Standard and delivered home to you or to your mailbox. Bulky packages will be sent to your nearest post office where you can fetch it later.

You can track your parcel here: https://www.ups.com/se/en/Home.page

Some orders are also sent via the local post. Please have a look at your local post’s website with the tracking number provided in the delivery confirmation or contact customer service for more information.

Variations may occur when delivering to remote locations or due to national holidays.

DELIVERY DUTY PAID (DDP) - UK only

When ordering from Rapunzel of Sweden with delivery to the United Kingdom, you will not have to pay any extra fees for your ordered items. This means that Rapunzel of Sweden pays all clearance-, import- and customs fees, as well as taxes in the import country.

RETURN, REFUND, 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, return your items and to send faulty items back 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 faulty item, we will reimburse you for the cost of return delivery. For questions you can reach us here.
If you have received an item from a campaign and you wish to return goods, then the total sum of your order still needs to be greater than the required value or number of goods for receiving the campaign product. If the value/number of goods is less then you shall be debited for the campaign product that you have already received. This does not include delivery costs or free gifts.

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 return form that you can find here.
  3. Send your return form along with your order to Rapunzel of Sweden AB, Fanérgatan 14B, 56633 Habo, Sweden.
  4. Hand in your package at the nearest post office. Keep the receipt.

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 product's complete original packaging. If the product is sealed (with a golden string or similar), the seal shall not be removed.

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 return 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

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

REFUNDS

Rapunzel guarantees to refund 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.

PRODUCT CLAIMS

If you believe that a product is defective or faulty, please contact us or send it back for a refund. In order for Rapunzel to assess the item in question, the entire product must be returned along with an in-depth description of the problem and how the product was used. If the entire product/order is not returned to us, we cannot perform a complete assessment of the issues with the item and can only base any refund decision off of the part we have received.

In the event of problems with hair attachment, please contact the individual or the salon that performed the service, as this individual is responsible for performing the service correctly. Unfortunately, we cannot reimburse costs for hair attachment.

In the event of a defective/problematic product, the customer will not have to pay any costs. Rapunzel will pay return shipping, as long as a receipt (or copy of a receipt) is provided. Any refund request must be made within a reasonable time from receipt of the order.

Click here to print out your claim 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 General Data Protection Regulation (GDPR). In connection with your registration and ordering, you agree that we store and use your information in our organisation in accordance with GDPR 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.