Complaint
💡 Before you send in a complaint
Most complaints are not due to manufacturing defects.
Our Standard hair is treated with a protective protein treatment that makes the hair soft, shiny, and easy to manage when it is new. This treatment gradually wears off with washing and use.
When the treatment starts to wear off, the hair may feel drier, become frizzier, or start tangling more easily. This is a natural characteristic of treated real hair and does not automatically mean there is a fault with the product.
Please read the information below before sending in a complaint. It answers the most common questions and helps you determine if the hair needs more care or if it might be a manufacturing defect.
⏱️ Important to keep in mind
If you suspect a manufacturing defect or feel the hair does not meet your expectations, you need to send the hair to us within 30 days from the order date.
When you contact us, we will send a return label. To process the complaint, the hair must then be returned to us for inspection.
If the hair was installed later than the delivery date, we may in some cases ask for a receipt from the hairdresser showing the installation date.
In case of an approved complaint, the product is primarily replaced with new hair.
How does real hair extensions work?
Our Standard hair is protection-treated
Our Standard hair is treated with a protective protein treatment that makes the hair soft, shiny, and easy to manage when it is new.
This treatment is not permanent but gradually wears off with washing and use. How long it lasts varies depending on how the hair is cared for and which products are used.
When the protective treatment starts to wear off, the hair can:
- become drier
- become frizzier
- start tangling more easily
- require more moisture than before
This is a natural characteristic of treated real hair and does not automatically mean there is a fault with the product.
That is why the same hair can be experienced differently
Real hair extensions are a natural product and each hair strand is unique.
How long the protective protein treatment lasts is influenced by, among other things:
- which products are used
- how often the hair is washed
- how much heat is used
- exposure to sun, saltwater, and chlorine
- how the hair is brushed and handled
That is why two people can experience the same product differently even if the hair comes from the same batch.
Products that can affect the hair
Some products can cause the protective protein treatment to break down faster, for example:
- shampoo or conditioner with the wrong pH level
- deep cleansing shampoo
- silver shampoo
- products with strong sulfates or alcohol
- certain oils and styling products not suited for hair extensions
We therefore always recommend products specially designed for hair extensions.
Heat and mechanical wear
Just like your own hair, hair extensions are affected by:
- flat iron and curling iron
- blow-drying without heat protection
- strong sun
- saltwater
- chlorine
- friction against clothing and bedding
We always recommend using heat protection, brushing the hair regularly with an extension brush, and sleeping with the hair braided to reduce wear.
Frequently asked questions
My hair has become frizzy after a few weeks – is it a manufacturing defect?
Not necessarily.
As the protective protein treatment gradually wears off, the hair may feel drier, become frizzier, and start to tangle more easily. This is a natural part of the hair's lifespan and does not automatically mean there is a defect in the product.
My hair has started to tangle – what can I do?
We recommend that you:
- use moisturizing products designed for hair extensions
- use heat protection before styling
- sleep with the hair braided
- brush the hair regularly with an extension brush
- avoid deep-cleansing shampoos and products with strong sulfates
My hair feels dry – can it be saved?
Yes.
In many cases, the feel of the hair can be improved with moisturizing treatments, hair oil, and products designed for hair extensions. Just like natural hair, extensions need more moisture the longer they are used.
I have dyed or bleached the hair – does the complaint still apply?
No.
Once the hair has been dyed, bleached, or chemically treated, we can no longer determine whether any changes are due to the product or the treatment.
What is covered by the right to complain?
The right to complain only covers manufacturing defects that existed during production and affect the product's quality or function.
What is not covered by the right to complain?
The right to complain does not cover:
- normal wear and tear
- changes that occur as the protective protein treatment gradually wears off
- incorrect or insufficient care
- dyeing, bleaching, or other chemical treatments
- damage caused by incorrect installation
- damage caused by external factors or use of inappropriate products
For complaints about hair shedding or other issues occurring during the installation, the matter is referred to the salon or person who performed the work. Poze Hair is not responsible for how the hair extensions were installed.
How to make a complaint
To help you as quickly as possible, you need to:
- contact us before sending back the product
- describe the problem as thoroughly as possible
- attach pictures clearly showing the problem
- return the entire product so we can examine it
If the complaint is approved, Poze Hair will cover the return shipping costs.
What happens after the complaint?
When we have received the hair, we will examine it carefully.
If the complaint is approved, the product will primarily be replaced with new hair.
If a replacement product cannot be offered, the purchase will be refunded using the same payment method used for the order.
Disputes and consumer protection
In case of a dispute, Poze Hair follows the recommendations of the Swedish National Board for Consumer Complaints (ARN).
More information is available at www.arn.se.