GENERAL
To shop with us, you must be at least 18 years old or have parental consent when ordering. All attempts at fraud will be reported to the police. Once you place an order, an order confirmation will be sent to your email along with our terms and conditions.

PAYMENT OPTIONS
We offer you the market's most secure payment options. Choose between:
• Card (Visa, MasterCard, Diners Club & American Express)
• Klarna (Invoice or Partial Payment)
• PayPal

Poze holds an SSL certificate. When making a purchase via Klarna's invoice or partial payment options, a credit check is performed to determine if Klarna approves the purchase. For invoice purchases, a fee of SEK 29 applies. In case of late payment, reminder fees and potential collection costs may apply according to Klarna's terms. For purchases via Klarna, we refer to their support for questions regarding payment, fees, or invoice issues.

SECURITY & PERSONAL DATA (Privacy Policy)
All information on Pozehair is protected by encryption and copyright law.

When you make a purchase or register on Pozehair, your personal data is stored in our system. Poze Hair processes personal data in accordance with GDPR. You have the right to receive information and request correction of incorrect personal data, as well as to have the data deleted. No information about you is sold or used for third-party advertising mailings but is only used internally by Pozehair.

Poze Hair is the data controller for the processing of your personal data. This means that we are responsible for ensuring that your personal data is processed lawfully, correctly, and securely in accordance with applicable data protection legislation (GDPR). 

SHIPPING & DELIVERY
Orders received before 4:00 PM are shipped the same day. Delivery usually occurs within 1-3 business days, when you will receive an SMS, email, or notification depending on the delivery method. With us, you always have full insurance should anything happen to your item during delivery. We deliver orders to all EU countries, as well as the USA and Norway. Please read the terms and conditions for each region by selecting the desired country in the region selector on the page.

Normal shipping cost: SEK 59 incl. VAT
Business shipping: SEK 149 incl. VAT (business customers will have their orders delivered as business packages directly to the salon/store)

In case of any delay, we will contact you via email with the reason and a new delivery date. You then have the right to cancel the purchase free of charge or await your order. This applies to delays caused by us and/or the carrier.

RETURNS & RIGHT OF WITHDRAWAL

If you wish to return an item, send us an email, and you will receive a QR code.
The shipping cost for the return is SEK 59 and will be deducted from the refund of the product you send back.

According to the Distance Contracts Act, you have the right to withdraw from your purchase within 14 days from the date you receive your goods. We have extended this and offer a 30-day right of withdrawal.

For product returns, only items with an unbroken package/seal are accepted (this applies to all hair extension items, 5 n 1 Hair Styler, and cosmetic products or accessories with a seal). For other unsealed items, you have the right to open them free of charge to check how the item works within reasonable limits. The item must not be used carelessly or for any purpose other than inspection if it is to be covered by the right of withdrawal/return. To facilitate return handling and faster service, we ask you to always return the item(s) in suitable packaging and always state the order number. 

Refunds will be processed as soon as we receive the return. The refund will be made using the same payment method as the original purchase.

Pozehair does not compensate for express delivery costs.

UNCLAIMED PACKAGES
Orders remain available for pickup at Posten for 14 days and are then automatically returned to us. If an order is returned because it was not picked up on time or due to an incorrect delivery address, it is the customer's responsibility to pay for shipping for an additional shipment. We always have the right to charge SEK 199 for an unclaimed package. This covers the costs incurred by us for shipping the package and receiving it in return.

PRICES
All prices on Pozehair include VAT (25%). The price valid at the time of purchase is the price that applies to your purchase.

CANCELLATION
If you have placed an order that you regret, you can cancel it by sending us an email and requesting a cancellation. If the package has already left our warehouse, the matter will be handled as a return.

COMPLAINTS
We offer a 30-day right of complaint from the date of purchase, meaning the product must be sent to us within 30 days for the complaint to be processed.

What is covered by the right of complaint?
The right of complaint only covers manufacturing defects, which means defects that existed at the time of manufacturing and affect the product's quality or function.

🔹 Manufacturing defects should be discovered within 30 days of the order date or 20 days after the hair extensions are installed.
🔹 If the hair was installed at a later date, this must be substantiated with a receipt from the hairdresser showing the installation date.
🔹 The right of complaint only applies if you have used Poze Hair Care products. We cannot guarantee how other products affect hair quality, and the use of external products may affect the right of complaint.

What is NOT covered by the right of complaint?
Complaints will not be approved in the following cases:

🔹 Normal wear and tear – Hair extensions are a consumable item and wear out over time.
🔹 Incorrect care – If care instructions have not been followed, the complaint is not valid.
🔹 Dyeing or chemical treatment – Since the hair is already treated, we cannot guarantee the result of further treatments.
🔹 Incorrect installation – Problems arising from installation should be referred to the hairdresser or the person who performed the work.

In case of a complaint about hair coming loose or other installation problems, the responsibility lies with the salon/hairdresser who performed the work. Poze Hair cannot guarantee the training or competence of the person who installed the hair extensions.

How do I make a complaint about a product?
For us to be able to process your complaint, you must:

🔹 Contact us first before returning the product.
🔹 Return the entire product for analysis.
🔹 Attach a description of the problem and how the hair was used and cared for.
🔹 Send pictures that clearly show the defect.

If the complaint is approved, Poze Hair will cover the return shipping.

What happens after the complaint?
🔹 If the product is deemed to have a manufacturing defect, it will primarily be replaced with a new item.
🔹 If a replacement product cannot be sent, the full amount, including shipping, will be refunded.
🔹 The refund will be made to the same payment method as the original purchase.

Dispute & Consumer Protection
In case of a dispute, our policy is to follow the recommendations of the National Board for Consumer Disputes (Allmänna reklamationsnämnden), read more on their website www.arn.se, Allmänna reklamationsnämnden Box 174 101 23 Stockholm.

Read more about dispute resolution in complaint matters: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=SV

WARRANTY
All electrical goods have a 1-year warranty against manufacturing defects. In case of an approved complaint, you will be replaced with a new, identical product. Pozehair monitors and checks all goods before they are packed and shipped. We cannot be held responsible for hypersensitivity or allergies to ingredients in a product.

Our hair extension products are made from a natural raw material (hair), which means that a product may vary slightly from delivery to delivery. To ensure high quality and exclude common causes that can impair the quality of hair extensions, it is strongly recommended that you only use Poze Hair Care for your hair extensions.

MANUALS
All manuals, instructions, and care advice can be found on our page. Care advice and instructions are also included in the packaging.

TRANSPORT DAMAGE
Always check the carton when you pick up/receive the package. If it is damaged or opened, you must report this to the pick-up point and to us. A damaged product upon delivery is treated in the same way as other defects and complaint cases and must therefore be reported within a reasonable time. In complaint cases where the item has proven to be defective or incorrect, you as a customer are exempt from costs arising from this. Poze will reimburse you for the return cost and other costs incurred due to the complaint upon presentation of a receipt.

BUSINESS CUSTOMERS
As a business customer, you shop with discounted prices on all products. Business discounts cannot be combined with other campaigns or offers on the site. Read more on our business page and create a business account today, Click here>

ERRORS / SELL-OUTS / PRICE CHANGES
We reserve the right for any typographical errors, sell-outs, and price changes. The price that applies is the price presented on the page and in the checkout at the time of purchase.