1. In accordance with the Distance Contracts Act, you have the right to cancel your purchase within 14 days from the date you received your goods. Poze always offers you a 30-day open purchase policy. Please fill out the form below and the return slip included in your package and attach it to the package you send to:
   
   Poze Hair Extensions Delightful AB Hyvelgatan 37 717 71 Knivsta
2. Refunds and cancellation of the purchase will occur once we have received the returned item. Please remember that you are responsible for ensuring the item reaches us in good condition.
3. When exchanging an item, please inform us of what you wish to exchange it for, and any price differences will be adjusted accordingly. Your new item will be sent as soon as we receive your return. For exchanges, you, the customer, are responsible for the return cost. Poze will then send the new item at no extra charge. For quicker exchanges, you can also place a new order for the desired item, which will be dispatched immediately. Then, fill out the return slip included and send back the incorrect item, which will be credited upon its arrival to us.
   
   Important!
   We DO NOT refund hair extensions and cosmetic products that have been used. For returns, the product must be unused and the packaging unbroken; otherwise, it will not be approved and will be sent back to you. Upon receiving your package, you should immediately check that you have received the correct items and quantity. If you discover any error in the delivery, you must notify us directly via email no later than 2 days after receipt. If no report is made within 2 days, the delivery is considered correct and fulfilled.

Complaint

For complaints, we ask you to fill in the form below with a complete description of the defect in the product. You then send the entire item back so that Poze can assess the product.

The right to complain only covers original defects in the product and if you have used Poze hair care products and no other products, as we cannot ensure that all ingredients in a product are compatible and do not degrade/affect the quality of the product. This means that the right to complain does not cover defects such as those caused by normal wear and tear, improper use, use of hair care products other than Poze's own, or if you have altered the product's original condition through dyeing, wear, or other interventions. Purchase of Poze hair care products must be verified with a receipt.

If the complaint concerns hair shedding or other defects due to incorrect installation, we refer you to the person/salon who performed the work, as they are responsible for the work performed. We cannot possibly guarantee the competence or training in hair extensions of the person who performed the work and installation. The product's usage time is always calculated from the order date with a maximum of 10 days margin (delivery time included). If hair was ordered but not installed immediately, this must be verified with a valid receipt showing that the installation was done later than the order date.

For us to be able to assess the product, the entire item must be sent to us along with a detailed description of the problem and how the item has been used and maintained. In complaint cases where the item has been found to be defective or incorrect, you as a customer are exempt from costs incurred due to this. Poze will reimburse you for the return cost and other costs incurred due to the complaint upon presentation of a receipt.

We have posted hair extension care instructions on our website; we are not responsible for and do not replace items that have been used or maintained in a manner other than our instructions. No complaint will be approved if the hair extensions have been colored or treated in a manner other than our care instructions. Our hair extension products may only be washed/cared for with Poze Hair Care and no other products, as these may contain ingredients that degrade/affect the quality and lifespan of the hair extensions.

If, after assessment, the item is deemed defective/incorrect, you will primarily be replaced with a new item. If a new item cannot be sent to you, you will be reimbursed the total amount, including shipping costs, by repayment to your account. As a private individual, you have the right to complain about a defective product within three years from when you received the item and no later than two months from when you discovered or should have discovered the defect.

In the event of a dispute, our policy is to follow the recommendations of the National Board for Consumer Disputes. Read more on their website www.arn.se, Allmänna reklamationsnämnden Box 174 101 23 Stockholm.

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

Return address:
Poze Hair Extensions
Delightful AB Hyvelgatan 37 741 71 Knivsta

For any questions, please contact us at info@pozehair.se

For complaints, please fill in the form below and include the following information:

• Specify whether it is a return or a complaint
• State your order number
• Describe your case and why you want to complain
• Describe how you have cared for the hair and which products you have used