Terms and Conditions

Last updated: 8 September 2026

These terms and conditions apply when you purchase from Poze Hair through pozehair.se.

General

To shop with us, you must be at least 18 years old. If you are under 18, you need the permission of a parent or legal guardian.

When you complete a purchase, an order confirmation is sent to the email address provided with the order. Please check the confirmation and contact us promptly if anything is incorrect.

We reserve the right to reject or cancel an order in cases of suspected fraud, misuse, technical errors or obviously incorrect prices. Suspected fraud may be reported to the police.

Prices

All prices are stated in the currency shown for your market and include applicable VAT.

The price displayed at checkout when the order is placed is the price that applies. Shipping and any other charges are shown before the purchase is completed.

We reserve the right to correct obvious typographical, pricing and technical errors and to account for products being sold out. If an obvious error affects your order, we will contact you before processing it.

Payment

Depending on the market and the options displayed at checkout, payment may be made by:

• Debit or credit card
• PayPal
• Klarna outside the Nordic countries

The payment methods currently available are shown at checkout. When payment is made through an external payment provider, that provider's own terms also apply.

For invoices, instalments or other credit payments, the payment provider may carry out a credit assessment. Questions about invoices, payment plans and payment-related fees are handled by the relevant payment provider.

Shipping and delivery

Orders received before 4:00 p.m. on a non-holiday weekday are normally dispatched on the same day. Processing may take longer during busy periods.

The delivery time displayed for the destination at checkout is an estimate and may be affected by the carrier, public holidays and circumstances beyond our control.

For euro markets:

• Standard shipping: €5.99 including VAT

Available delivery options are displayed at checkout.

Poze Hair is responsible for the shipment until you, or a person designated by you, has received it.

Delayed delivery

If a delivery is delayed, we will contact you when we become aware of the delay.

If an order does not arrive within the stated time, please contact customer service. In the event of a material delay, you have the right to cancel the purchase in accordance with applicable consumer law.

Uncollected parcels and incorrect addresses

A parcel that is not collected is not automatically treated as an exercise of the right of withdrawal. If you wish to withdraw from the purchase, you must notify us.

For parcels returned to us because they were not collected, could not be delivered or had an incorrectly stated delivery address, we may charge €14.99. The fee is intended to cover part of our shipping, return shipping and handling costs.

If you want the order to be sent again, any new shipping charge must be paid before dispatch.

Order cancellation

Contact us as soon as possible if you wish to cancel an order.

If the order has not yet been processed or dispatched, we will try to stop it. If the parcel has already left our warehouse, the matter will be handled under the rules on withdrawal and returns.

Right of withdrawal and extended return period

As a consumer, you normally have a statutory 14-day right of withdrawal starting on the day after you receive the goods.

In addition to the statutory right, Poze Hair offers an extended return period totalling 30 days from the date on which you received the order.

To exercise the statutory right, notify us within 14 days of receipt. The product must then be returned no later than 14 days after you notified us.

To use our extended return period during days 15–30, the return must be registered and the product handed to the carrier within 30 days of receipt.

Returns are registered through My account. Once registered, a return label or QR code is sent to the email address used for the order.

Return shipping cost

If you use our return label, return shipping from a euro market costs €5.99. This amount is deducted from the refund.

You are responsible for the goods until they have reached us. Keep the drop-off receipt until the return has been processed.

For an approved claim concerning faulty goods or transport damage, Poze Hair pays the return shipping cost.

Condition of returned goods

The product must be returned in the condition required by the right on which you rely.

You may inspect a product in the same way as you could in a physical shop. If it has been handled more than necessary to establish its nature, characteristics and function, we may deduct an amount for diminished value.

Our extended return period from day 15 to day 30 applies only to products that are unused, complete and in undamaged original packaging.

For products delivered sealed for health protection or hygiene reasons, the right of withdrawal may cease when the seal is broken. This includes, for example, hair extensions, cosmetics and other hygiene products that are not suitable for return once unsealed.

Hair extensions and cosmetic products that have been used cannot be returned under the statutory or extended right of return.

Exchanges

We do not offer direct exchanges.

If you want a different product, return the item you do not wish to keep and place a new order in the online shop. This allows the new product to be dispatched without waiting for the return to be completed.

Refunds

When the statutory right of withdrawal is exercised, we refund payments received in accordance with applicable distance-selling legislation. If the entire order is returned, the cost of our least expensive standard delivery option is also refunded.

Additional costs for express delivery, business delivery or another more expensive delivery option are not refunded to the extent that they exceed standard shipping.

The refund is made using the same payment method as the original purchase unless expressly agreed otherwise. We may withhold the refund until we have received the goods or you have shown that they have been returned.

Return shipping and any permitted deduction for diminished value may be deducted from the refund.

Faulty goods and statutory complaint rights

If a product is faulty, you may make a claim under applicable consumer law. A claim must be made within a reasonable time after the fault was discovered. A complaint made within two months of discovering the fault is always considered to have been made within a reasonable time under Swedish consumer law.

Under Swedish consumer law, the final time limit is three years from receipt of the goods. This period is not a guarantee that a product, including hair extensions, will last or remain in the same condition for three years. Mandatory consumer protection in your country of residence also remains applicable.

For a claim to be approved, the issue must constitute a fault for which Poze Hair is legally responsible. Normal wear, consumption, inadequate care or changes caused by the way the product has been used are not original faults.

Contact us before returning a product you wish to claim as faulty. Describe the issue and, where possible, include photographs, the order number and any other information that helps us assess the matter.

An approved claim is remedied in accordance with applicable consumer law, for example through replacement, repair, a price reduction or a refund. The appropriate remedy depends on the fault and the circumstances of the individual case.

Poze Hair's 30-day quality guarantee

In addition to your statutory rights, we offer a voluntary quality guarantee for hair extensions.

To use the quality guarantee, you must contact us and hand the complete product to the carrier for return within 30 days of the date on which you received the order.

It is therefore not sufficient merely to contact customer service within 30 days. The product must also have been handed to the carrier within the time limit.

The quality guarantee applies to confirmed manufacturing defects. It does not apply to, among other things:

• normal wear or natural consumption
• gradual deterioration of the hair's protective treatment
• dryness, frizz or tangling caused by use or inadequate care
• damage caused by heat, friction, sunlight, salt water or chlorine
• incorrect fitting or maintenance
• colouring, bleaching or other chemical treatment
• hair that has been cut or altered so that it can no longer be examined reliably

Using hair-care products other than Poze Hair Care does not automatically invalidate the guarantee. However, we may take the products used and the care given into account if they may have caused or contributed to the problem.

If a claim under the guarantee is approved, the product will primarily be replaced with a new equivalent product. If an equivalent cannot be offered, the purchase price may be refunded.

Full terms and instructions are available on the 30-day quality guarantee page.

The guarantee is voluntary and does not limit your rights under mandatory consumer law.

Electrical products

Electrical products are covered by a voluntary one-year guarantee against manufacturing defects unless otherwise stated on the product page.

This guarantee is additional to your statutory rights and does not limit statutory rights relating to faulty goods.

It does not cover normal wear, accidents, external damage, incorrect use or use contrary to the product instructions.

Allergies and sensitivities

Always check the list of ingredients before using cosmetic products, particularly if you have known allergies or are sensitive to certain substances.

An individual allergic reaction does not automatically mean that a product is faulty. This does not limit our responsibility if the product is faulty under mandatory legislation.

Transport damage and missing products

Check the parcel and its contents as soon as you receive the delivery.

If the package is damaged or open, photograph the damage and contact both the carrier and customer service as soon as possible. Keep the packaging until the matter has been resolved.

If a product is damaged, incorrect or missing, contact us, state the order number and include photographs where possible.

Failure to report damage immediately does not in itself remove your statutory rights, but prompt notification helps us investigate.

Product information and care instructions

Hair extensions are made from a natural raw material. Colour, texture and other characteristics may therefore vary slightly between products and deliveries.

Manuals, instructions and care advice are available on our website and may also accompany the product. Always follow the instructions to reduce unnecessary wear and damage.

Personal data

Poze Hair is the controller of personal data processed in connection with orders and customer accounts.

We process personal data to, among other things:

• administer orders and payments
• deliver goods
• handle returns, guarantees and complaints
• provide customer service
• meet legal obligations
• prevent fraud
• conduct marketing where a lawful basis exists

We may share necessary information with payment providers, carriers, system providers and other processors.

Further information about processing, retention periods and your rights is available in our privacy policy.

Business customers

The withdrawal provisions and other consumer rights in these terms apply only to individuals purchasing mainly for purposes outside their business or profession.

Business customers are subject to the conditions stated for the business account and applicable commercial sales law. Business customers have no statutory right of withdrawal unless expressly agreed.

Business discounts cannot be combined with other promotions, discount codes or offers unless otherwise stated.

Circumstances beyond our control

We are not responsible for delay or failure to perform an obligation caused by circumstances beyond our reasonable control, such as government decisions, industrial disputes, major operational disruption, natural events or serious transport problems.

This does not limit your rights under mandatory consumer law.

Disputes and applicable law

Swedish law applies to these terms. If you live in another EU or EEA country, this does not affect the protection provided by mandatory consumer law in your country of residence.

If you are dissatisfied, please contact customer service first so that we can try to resolve the issue together.

If we cannot agree, you may contact:

The Swedish National Board for Consumer Disputes (ARN)
Box 174
SE-101 23 Stockholm, Sweden
www.arn.se

Poze Hair participates in ARN's proceedings and follows its recommendations.

A dispute may also be heard by a Swedish court of general jurisdiction.