Claims

Claims

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 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.
  

For orders placed before April 27, 2025:

To register your claim, please send an email to: [email protected]

In your email, please include the following:

• Your order number

• Photos of the product/claim

• A clear description of the issue and why you’re making the claim

We’ll get back to you as soon as we’ve reviewed your case.

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.