Terms & Conditions
General Terms and Conditions, Rapunzel of Sweden
2026-06-18
1. General Information
Rapunzel of Sweden AB, organization number: 556732-5047, Kabyssgatan 4d, 120 30 Stockholm, Sweden (“Rapunzel of Sweden”), operates www.rapunzelofsweden.com, hereafter referred to as the "website." The terms "we, our, ours, and us" in these terms and conditions refer to Rapunzel of Sweden. The following terms apply to all orders placed by the customer (hereinafter referred to as "you") with us. If you wish to contact us, we recommend contacting our customer service via our chat or by email: [email protected].
By using the website and/or placing an order, you agree to follow the terms outlined in this document ("terms"). Ensure you have read and understood the terms before placing your order. To order goods from our website, you must be 18 years old.
We prioritize protecting your personal integrity. We always handle personal data in accordance with applicable legislation and have an updated privacy policy compliant with the General Data Protection Regulation (GDPR) effective from May 25, 2018, replacing the Personal Data Act (PuL).
The availability of products on the website at a specific time does not imply or guarantee that these products will always be available. We reserve the right to discontinue selling a product at any time. We reserve the right to change the terms as needed without prior notice. The version of the terms that applies to your order is the version available on the website at the time you place your order.
2. Prices
The prices listed on the website include statutory VAT. The cost and delivery time for the different delivery methods are clearly indicated in the checkout process. If we cannot deliver your order in full and must divide it into multiple shipments, you will not be charged additional fees for subsequent deliveries. Promotional prices only apply to promotional products that are in stock. Promotional offers and discounted products cannot be combined with discount codes. If a discount code is activated in combination with another discount code or with one or more already discounted products that further reduce the price of the product(s), Rapunzel of Sweden reserves the right to charge the customer the corresponding amount. We reserve the right to withdraw special offers and discounts at any time without notice. We reserve the right for obvious pricing errors. Obvious pricing errors can include but are not limited to incorrect price reductions in connection with promotions or a product being free. Rapunzel of Sweden always has the right to cancel orders that contain obvious pricing errors. Customers can then place a new order at the correct price.
3. Payment Methods
We offer various payment options for you as a customer, including but not limited to invoice, account, installment payment, card payment, etc. Payment methods vary by country, and the available payment methods for your market are indicated at checkout.
Credit Check
We reserve the right to review your application to pay by invoice, installment payment, or account and to reject, limit, or propose an alternative payment method. When making a card purchase, we reserve the right to verify the validity of the payment card, that there is space for charging the value of the order, and that the buyer's address details are correct. We may refuse a purchase as a result of these checks
Fees
Rapunzel of Sweden is not responsible for late fees, reminder fees, or delays if payment is not made on time. Questions about this can be directed to Klarna's customer service.
Other
You are obliged to provide a correct email address and to inform Rapunzel of Sweden if your email address changes. Note that Rapunzel of Sweden reserves the right to send payment requests to your email address.
4. Order
You can place your orders online via the website. If you have any questions about ordering, you can contact our customer service.
When you have placed your order, we will send you an order confirmation via email. If we cannot send your order for any reason, we will inform you of this as soon as possible. If we have already received payment for such an order, we will refund the relevant amount using the same payment method you used when placing your order, as far as possible. If the refund for any reason must be made in another way, a Rapunzel of Sweden representative will contact you to ensure that the refund can be made.
Our order process is very fast and efficient to ensure that we can deliver to all our customers within the stated lead times. The fast handling means that we cannot cancel, change, or terminate a completed order. If you have questions, you are always welcome to contact our customer service.
5. Establishment of Agreement
A purchase agreement is concluded only when Rapunzel of Sweden has confirmed your order, and you have received an order confirmation from us via email. We encourage you to save this order confirmation for any contact with our customer service.
6. Delivery
Rapunzel of Sweden exercises the utmost care when receiving and handling orders and strives to deliver your order in accordance with the delivery option you have chosen. You must provide accurate and complete address information when placing your order, as we are unable to change the address once the purchase is completed. The customer is solely responsible for any delivery errors due to lack of information or errors in the delivery address in their order. Note that we cannot change the delivery address after the purchase has been completed. We reserve the right to change shipping options if the chosen option is deemed unsuitable (e.g., due to system errors or the size of the product/package). Our delivery methods for each market can be found at checkout and at the bottom of the website.
Rapunzel of Sweden strives to send orders as soon as possible and in the order they come to us, except for countries where we offer the shipping option "Express Shipping." In "Express Shipping," your order is prioritized and handled before other shipping options. Current delivery times for both standard delivery and express shipping can be found at checkout when choosing the shipping option. Although we strive to deliver within the notified time frames, delivery may take longer due to unexpected events. During campaign periods and peak times, we cannot guarantee the regular delivery time. If the item is delayed and the delay is of significant importance to you as a buyer, you have the right to cancel the purchase. If the package is not picked up from the delivery point, it is automatically registered as an unclaimed package, and Rapunzel of Sweden has the right to charge a return fee and we do not refund your delivery fee.
Some of our products contain flammable substances and are therefore subject to delivery restrictions. This applies, for example, to our Hair Extensions Remover. These products are subject to special delivery agreements, which means that the transport of the package cannot be handled like the rest of the products.
If you wish to return or exchange products that contain flammable substances, we will not accept these for return. For handling, contact our customer service: [email protected]. If you have questions about delivery, please contact customer service. https://www.rapunzelofsweden.com/en/customer-service/contact-us/
7. Transport Damage
Transport damage must be reported to customer service immediately after discovery, no later than 2 days after receipt or collection of the package. Please take pictures of the damage and send them to customer service. After agreeing with customer service on approved transport damage, we will send replacement goods if the goods are in stock.
8. Right of Withdrawal and Returns
We want you to feel confident when shopping with Rapunzel of Sweden. That's why we offer an extended return period of 30 days from the delivery date, in addition to your statutory right of withdrawal within 14 days.
Withdraw your purchase within 14 days of delivery
You can easily withdraw your purchase by using our withdrawal form on our website. Once you have submitted the form, you will receive a confirmation that we have received your request.
Has your order not been shipped yet? We will cancel your order free of charge, and any payment or payment reservation will be refunded or released in accordance with applicable consumer legislation.
Has your order already been shipped? We will register your request and send you clear instructions on how to return your order. A return fee applies according to the terms applicable in the market where the purchase was made. Information about the applicable return fee is displayed during the registration process and/or at the time of purchase.
Under applicable consumer legislation, you have the right to withdraw from your purchase within 14 days from the day you receive your order. If you exercise your right of withdrawal after the order has been shipped, the goods must be returned to us without undue delay and no later than 14 days after informing us that you wish to withdraw from the purchase.
Our extended return period
If more than 14 days have passed since you received your order, your purchase is covered by our return policy. You can still register a return through our website within 30 days from the delivery date. A return fee applies according to the terms applicable for your market.
Conditions for withdrawal and returns
If you exercise your right of withdrawal or register a return under our return policy, the product must be unused, have its security seal intact, and be returned in its original, undamaged packaging together with all accompanying packaging materials.
Please note that hair extensions are considered a hygiene product. If the seal has been broken or the original packaging is missing, the right of withdrawal no longer applies, and the product cannot be returned for hygiene reasons.
Once we have received and inspected your return and confirmed that the product is in substantially unchanged condition, we will process your refund within 14 days. Refunds will be issued using the same payment method that was used for the purchase.
If you use your own return label, you are responsible for the goods during the return shipment, including any loss or damage. We therefore recommend that you keep your proof of postage until your return has been processed.
Please note that multiple orders cannot be combined into a single return. Each order must be returned separately together with the corresponding return documents.
Returns and/or exchanges of products purchased in one of our physical stores can only be processed in our physical stores.
Returns are carried out as follows:
Pack the products properly, preferably in the original packaging. You may also use other suitable outer packaging if necessary. When returning multiple orders, these need to be returned in separate packages.
Use the return shipping label included with your delivery. For returns of multiple orders, each separate package must have its corresponding return label.
Please include the return form along with your order to facilitate the process. This helps us efficiently handle your return.
When the package is ready for return, please drop it off at the nearest DHL service point and always keep the receipt.
Please note that we charge a return shipping fee, which will be adjusted at the time of the refund.
The return shipping label is valid for 30 days from the delivery date.
Rapunzel of Sweden guarantees a full refund for returned goods provided that all items are returned in the same condition as they were when delivered to you. This means that the items must not have been damaged, soiled, washed, altered, or worn and that the packaging and labels are intact.
If the value of the item has decreased and such depreciation is due to you as the customer handling the item to a greater extent than necessary to determine the item’s characteristics and function, we will make a deduction corresponding to the depreciation.
You are responsible for the condition of the item after you have received it from us. This means that you as a customer are also responsible for the item during return shipping. We therefore recommend that you package the item well so that it is not damaged during the transport to us. Rapunzel of Sweden is not obliged to compensate the customer for the returned item if significant transport damage has affected the item during the return shipment.
9. Complaints
Your right to make a complaint extends over three years, and we adhere to the Consumer Purchases Act in handling complaints. If you discover any defect in your product, we urge you to contact us immediately.
Under applicable regulations, you can usually complain about defects discovered within two years from the date you received the item. As a consumer, you have the right to choose whether the product should be repaired or replaced, except in cases where replacement is impossible or would entail unreasonable costs for Rapunzel of Sweden.
Rapunzel is not responsible for defects arising from damage, wear, or improper care, including normal wear from heat styling, inadequate maintenance, or failure to follow our recommendations. Such situations are not covered under the right to complain (statutory rights), as they may cause damage to both your own hair and your extensions.
Please note that you cannot make a complaint or receive compensation for the application or removal of your hair extensions if it has not been performed at one of our salons in Stockholm, Malmö, Gothenburg, or Helsinki. For complaints regarding the application of hair, we ask that you contact the person or salon that performed the work, as they are responsible for ensuring that the work was done correctly.
For us at Rapunzel of Sweden to assess the complaint, the entire item must be returned along with a detailed description of the defect and how the item has been used. If the entire item/order is not returned, we cannot make a complete assessment of the defect and can only process and possibly refund for the part we have received.
Return the item using the pre-paid return shipping label, and click here to print your complaint form to include in the shipment.
In the event of an approved complaint, we cover any costs, including shipping fees, and refund using the same payment method that was used for the purchase.
In case of a dispute, we follow the recommendations of the National Board for Consumer Disputes (ARN). A link to the EU's common dispute resolution platform can be found here.
Allmänna Reklamationsnämnden
Box 174
101 23 Stockholm
To file a complaint for your item, follow these steps:
Pack the item securely in the same packaging or bag it arrived in. If necessary, you may use your own packaging or box to ensure the item is protected during transportation.
Print out or copy our pre-printed complaint form.
Attach a detailed description of the issue with the item.
Send the complaint form along with the entire item(s) you wish to complain about to:
Rapunzel of Sweden AB, Fanérgatan 14B, 56633 Habo, Sweden.
You can also contact our customer service to obtain a pre-paid return label.
Drop off the package at the nearest post office and retain the receipt. Upon approval of the complaint, return shipping costs will be refunded. Please send a photo of the postage receipt to [email protected] for reimbursement.
10. Colors, Measurements & Weight
We strive to accurately display the features, composition, and colors of our products. However, the color you see on the website depends on your device's screen, and we cannot guarantee that your device will accurately reproduce colors.
Rapunzel of Sweden does not take responsibility for the colors and appearance of our products in images from social media as these may have been edited.
11. Our Responsibility
At Rapunzel of Sweden, we want you to be 100% satisfied with your purchase and therefore offer a satisfaction guarantee. If you are not satisfied with your purchase, you can, as long as you meet the conditions, return the item(s) to us and receive a refund.
Force Majeure
We are not responsible for failing to fulfill certain obligations under the terms if our failure is due to circumstances beyond our control and these circumstances prevent or make performance unreasonably burdensome. Such circumstances include but are not limited to war, blockade, riots, fire, natural disasters, nuclear accidents, and sabotage.
Our Maximum Liability
Our maximum liability towards you for any losses or damages arising from your order on the website is limited to the total amount of your order.
12. Disputes
We participate in dispute resolution and follow the recommendations of ARN (Allmänna Reklamationsnämnden). In the event that we are involved in a dispute and fail to resolve it directly, you can contact ARN at Box 174, 101 23 Stockholm, Sweden, www.arn.se.
You can submit complaints via the EU Commission's ODR platform for mediation in disputes. The ODR platform provides consumers and traders within the EU the opportunity to try to resolve disputes regarding complaints about goods purchased online out of court. The portal is designed as a user-friendly and interactive website that is free of charge and available in all official EU languages. By using the ODR platform, consumers and traders can find a dispute resolution body and then go through the process to find a solution to the consumer's complaint. You can find the ODR platform here: ec.europa.eu/odr.
If you want information about your rights as a consumer, we recommend visiting the Consumer Agency's website www.konsumentverket.se.
13. Assignment
Rapunzel of Sweden reserves the right to assign or pledge third-party claims, including installments arising from the delivery of the goods.
14. Validity of Clauses
If one or more provisions of this agreement are invalid or deemed ineffective by any court or regulatory authority, this shall not affect the validity of the remaining provisions of the agreement.
15. Rights Holder
All intellectual property rights, such as trademarks and copyrights, on www.rapunzelofsweden.com, belong to Rapunzel of Sweden AB. Any use of www.rapunzelofsweden.com or its content, including copying or storing such content in whole or in part, other than for your own personal, non-commercial use, is prohibited without permission from Rapunzel of Sweden.
16. Company Information
Rapunzel of Sweden AB is registered with its headquarters in Stockholm.
Rapunzel of Sweden AB
Kabyssgatan 4d
120 30 Stockholm
Org. nr: 556732-5047
VAT number: SE556732504701
Contact Information:
Rapunzel of Sweden Customer Service
Email: [email protected]