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.

EXCHANGE OF PRODUCT

If you wish to exchange a product, follow the return instructions and place a new order.

RETURN

You have 30 days to return your purchase from the date the item was shipped from us.

To make a return, click here to access our return service. Please follow the steps in the service carefully. Once your return is registered, you will receive an email from us with further instructions.

Please note the following:

Pack the item well in its original packaging. Return it in the same outer packaging it arrived in, or alternatively, in your own external packaging.
Rapunzel of Sweden does not cover the cost of return shipping.
We do not accept returns of products that are obviously used or that are returned after 30 days.
When dropping off the package at your postal service, we recommend that you obtain a tracking number and proof of postage for further reference.

We will process your return within 10 business days after receiving it. You will be notified via email when your return is complete.

If you need further assistance with your return, please contact customer service.

REFUND

If you paid by credit card, then the money will be refunded back to the card via Klarna/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.

COMPLAINT

If your item is defective, you have the right to send it in for analysis. You are entitled to file a complaint about electronic products within one year from the order date. Complaints about hair extensions must be made within a reasonable time from when the product has been put to use. If your item is faulty, the entire product must be returned to us. The product will then be analyzed by our complaints department, who will contact you via email once the matter has been investigated. The product must be dry and clean when sent in.

To file a complaint, click here to access our complaint service. Please follow the steps in the service carefully. Once your complaint is registered, you will receive an email from us with further instructions.

Please note the following:

Describe the defect of the item carefully.
When you drop off the package at your postal agent, we recommend that you obtain a tracking number and proof of postage for further reference.
For approved complaints, Rapunzel of Sweden covers the shipping cost.
For non-approved complaints, Rapunzel of Sweden does not cover the return shipping cost

If you need further assistance with your complaint, please contact customer service.

UNCLAIMED PACKAGE

An unclaimed package will be charged with the return shipping cost, and the shipping cost for the order will not be refunded. This is to cover the costs of an unclaimed package. Your package is usually held at the pickup point for 9-14 days before being sent back to our warehouse.

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.