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

PAYMENT OPTIONS
We offer you the market’s safest payment options. Choose from:
• Card (Visa, MasterCard, Diners Club & American Express)
• Klarna (Invoice or Installment)
• PayPal

Poze holds an SSL certificate. When purchasing via Klarna’s invoice or installment options, a credit check is performed to determine if Klarna approves the purchase. An additional fee of 29 SEK applies for invoice purchases. Late payments may incur reminder fees and possible collection costs 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 at Pozehair, your personal data is stored in our system. Poze Hair handles 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 marketing mailings; it is only used internally by Pozehair.

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

SHIPPING & DELIVERY
Orders received before 16:00 are shipped the same day. Delivery usually takes 1-3 business days, and you will receive an SMS, email, or notification depending on the delivery method. With us, you always get full insurance in case anything happens 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 site.

Standard shipping price: 59 SEK including VAT
Business shipping: 149 SEK including 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 at no cost or wait for your order. This applies to delays caused by us or the carrier.

RETURNS & CANCELLATION RIGHTS

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

According to the Distance Contracts Act, you have the right to cancel your purchase within 14 days from the day you receive your goods; we have extended this and offer a 30-day cancellation right.

For product returns, only items returned with unopened packaging/seals are accepted (this applies to all hair extension items, 5 n 1 Hair Styler, as well as cosmetic products or accessories with seals). Other items without seals may be opened free of charge to check if and how the product works within reasonable limits; the product must not be used improperly or for any purpose other than checking if it qualifies for the right of withdrawal/return. To facilitate return handling and faster service, please always return the item(s) in suitable packaging and always include the order number. 

Refunds are made as soon as we receive the return. Refunds are made using the same payment method as the purchase.

Pozehair does not cover express delivery costs.

UNCLAIMED PACKAGES
Orders remain available for pickup at the post office for 14 days and are then automatically returned to us. If an order is returned because it was not picked up in time or due to an incorrect delivery address, the customer is responsible for paying shipping for another shipment. We always reserve the right to charge 199 SEK for an unclaimed package. This corresponds to the costs incurred by us to send the package and receive it back.

PRICES
All prices at Pozehair include VAT (25%). The price 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 requesting cancellation. If the package has already left our warehouse, the matter will be handled as a return.

COMPLAINT
We offer a 30-day right of complaint from the purchase date, which means 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, meaning faults that existed during production and affect the product's quality or function.

🔹 Manufacturing defects should be discovered within 30 days from the order date or 20 days from the installation of the hair extensions.
🔹 If the hair was installed at a later date, this must be proven 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 the hair quality, and using external products may affect the right of complaint.

What is NOT covered by the right of complaint?
Complaints are not accepted in the following cases:

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

In complaints about hair shedding or other installation issues, 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?
To process your complaint, you must:

🔹 Contact us first before sending back the product.
🔹 Return the entire product for analysis.
🔹 Include a description of the problem and how the hair has been used and cared for.
🔹 Send photos clearly showing the defect.

For approved complaints, Poze Hair covers 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.
🔹 Refunds are made to the same payment method used at purchase.

Dispute & Consumer Protection
In case 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, National Board for Consumer Disputes 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

WARRANTY
All electrical goods have a 1-year warranty against manufacturing defects. In case of an approved complaint, you will be compensated with a new identical product. Pozehair monitors and inspects 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 guarantee high quality and exclude common causes that can reduce 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 site. Care advice and instructions are also included in the packaging.

TRANSPORT DAMAGE
Always check the box when picking up/receiving the package. If it is damaged or opened, you must report this to the pickup location and to us. A damaged product upon delivery is handled the same way as other defects and complaints and must therefore be claimed within a reasonable time. In complaint cases where the item has been found to be defective or faulty, you as a customer are exempt from costs incurred due to this. Poze will reimburse you for the return shipping 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>

ERROR / SOLD OUT / PRICE CHANGES
We reserve the right for any typographical errors, sold-out items, and price changes. The price that applies is the price shown on the page and at checkout at the time of purchase.