Refund policy

RETURN AND EXCHANGE POLICY

At FOS Hair, we want you to feel safe with your purchase. Therefore, we offer the opportunity to return or exchange products in accordance with the terms below. Special hygiene requirements apply to hair products.

RIGHT OF WITHDRAWAL

You have the right to cancel your purchase within 14 days from the day you received your order.

For a return to be approved, the product must:

Be unused
be in unopened and unopened original packaging
Returned with all labels, manuals, accessories and any gifts
Have any hygiene seals intact

The return shipping is paid for by the customer.

RETURN POLICY

Hair extensions and wigs are hygiene products. For hygiene and safety reasons, we can only accept returns of products that are in an unopened and unopened original packaging.

This allows us to guarantee that every product shipped to our customers is brand new, clean, and safe to use.

The product must be returned in its original condition and in its original packaging, together with all labels, manuals, accessories and any gifts.

If you are unsure about the color, length or model, we recommend that you contact our customer service before making the purchase. We are happy to help you choose the right product.

RETURN OF SALE ITEMS AND PROMOTIONAL PRODUCTS

Products purchased at a reduced price or during a promotion will not be refunded.

If the product meets our return conditions, you can instead:

exchange it for another product
receive a credit equal to the amount you paid

This does not affect your right to complain if the product is defective, damaged or if you have received the wrong product.

DAMAGED, DEFECTIVE OR INCORRECTLY DELIVERED GOODS

Please check your order as soon as you have received it. Please contact us immediately if a product is damaged or defective, or if you have received the wrong product.

Complaints should be made within 14 days from the date of delivery and accompanied by clear pictures showing the problem.

Always contact our customer service before sending the product back. Do not send back a damaged, defective or incorrectly delivered product before you have had the return approved by us.

If the fault is due to us, we will be responsible for the approved return shipping.

MISSING GOODS

If a product is missing from your delivery, please contact us within 14 days from the delivery date.

Please enter your order number and which product is missing, and we will investigate the matter.

RIGHT OF EXCHANGE

We understand that it can be difficult to choose the right color, length or model. You can therefore exchange a product that meets our return conditions.

The product must be unused and in an unopened and unopened original packaging. All labels, manuals, accessories, hygiene seals and any gifts must be intact.

The customer is responsible for the cost of the return shipping as well as the shipping of the new product. If we have sent the wrong product, we will cover the shipping costs.

REFUND

Once we've received and checked your return, we'll let you know if the refund has been approved.

In the event of an approved return, the value of the product will be refunded to the same payment method used for the purchase.

If the return is made for any reason other than an error on our part, only the value of the product will be refunded. The original shipping cost will not be refunded.

If the order was delivered with free shipping, the actual original shipping cost may be deducted from the refund.

Products that are not returned in their original condition or that do not meet the return conditions may be denied a refund.

REPAYMENT PERIOD

The refund will be processed within 10 business days after the return has been approved.

- PayPal: The refund will be made to your PayPal account.
- Card payment: It typically takes 3-15 business days for the refund to appear in your account, depending on your bank or card issuer.

Keep in mind that it may take additional time for your bank or card issuer to process the refund.

If it's been more than 15 business days since we approved your return, please contact us at support@fahlenofsweden.se.

UNCLAIMED PACKAGES

If a package is not picked up and returned to us, an administrative fee of SEK 120 will be charged. If the order value is lower than SEK 120, the fee may not exceed the order value.

The fee will be deducted from the refund or invoiced if the order has not yet been paid.

Not picking up a package does not count as you having notified us that you want to exercise your right of withdrawal.

REFUSED OR UNCLAIMED PACKAGES

This applies to packages that:

Denied by the recipient
Not collected from a representative
Returned due to unpaid customs fees
cannot be delivered due to an incorrect or incomplete address

The shipment will be returned to us to the extent possible or handled by the carrier or customs authority.

Shipping costs, customs fees, and other costs associated with the shipment are non-refundable.

If the package is returned to us in its original condition and with unopened packaging, the refund will be processed in accordance with this return policy.

If the package is not returned to us, for example if it is abandoned, destroyed or lost during the return transport, no refund can be made.

NON-RETURNABLE PRODUCTS

We do not accept returns of:

Opened or used hair products
Products with a broken hygiene seal
products that are not in their original original packaging
Custom-made or personalized products
Gift card

Sale items and promotional products can only be exchanged or returned for a credit, provided that they meet our return policy.

FOR LATE RETURNS

Returns sent after the 14-day return period has expired will not be accepted.

If a late return is still sent to us, we reserve the right to refuse the return. The customer may also be charged a handling fee of SEK 120 as well as the cost of sending the product back.

RETURN AND EXCHANGE GUIDE

Please note that opened or used products cannot be returned. If the product meets the return conditions, please follow the steps below:

Fill out the return and exchange form.
Pack the product carefully in its original packaging.
Add the completed form and your order number to the package.
Send the package with trackable shipping via PostNord, DHL or another shipping company.
Keep the return receipt and tracking number until the return has been processed.
Please notify our customer service when the return has been shipped.

Sale items and promotional products can only be exchanged or returned for a credit. They are non-refundable.

Returadress

Fahlén of Sweden
Ringvägen 59
904 21 Umeå
Sweden

Important: You are responsible for the return shipment until it has reached us. Therefore, always use traceable shipping and save the receipt with the tracking number. FOS Hair is not responsible for returns that are damaged or lost during transport.

FAQ

How long is the return period?

You have 14 days to notify us that you wish to return a product, counting from the day you received the order.

The product must then be sent back according to the instructions in our return and exchange guide.

Do I have to pay the return shipping?

If we have sent the wrong product or if the product is damaged or defective, we will be responsible for the approved return shipping.

In the event of a return or exchange for other reasons, you are responsible for the return shipping. Always use traceable shipping and save the delivery receipt.

Why can't opened hair products be returned?

Hair extensions and wigs are considered hygiene products. To protect our customers, we cannot accept a product if the packaging or hygiene seal has been opened or broken.

Therefore, check the colour, length and model before opening the package.

If you are unsure about how to use or treat a product, you can contact our customer service or consult a professional hairdresser before opening or using the product.

CONTACT

E-post: support@fahlenofsweden.se