When ordering from us, you agree to our terms and conditions, so it is important that you read these before you begin shopping.
GENERAL
To purchase our products online you must be a minimum of 18 years of age or parent or guardians permission. Any attempt at fraud will be reported to the police.
PAYMENT ALTERNATIVES
We offer you the markets most secure payment methods. Choose between:
• Card (Visa, MasterCard, Diners Club & American Express)
• Klarna (Invoice or Part payment)
• PayPal
CARD PAYMENT
All card payments to or from us go through DIBS which meets all the requirements for PCI- DSS.
SECURITY & PERSONAL INFORMATION
All information given on Pozehair is protected in the form encryption and consumer law. Information that is stored in the form of personal details that can be used and or published in conjunction with competitions, will be so, only with that persons consent.
Poze Hair handle all personal information you leave with us in accordance with GDPR. We guarantee that no information is sold or shared with third parties and is only used internally within 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).
Your email address is only used for your order confirmation or other information regarding your order. We reserve the right in certain circumstances to send you news and offers to the email address given. If you wish to make any changes or remove your information we ask you to please contact us at info@pozehair.se
Alternatively you can simply turn off the service when you log into our website.
SHIPPING & DELIVERY
Pozehair always provide free shipping and if your order is received before 16:00 it will be shipped the same day. All our products are sent via Royal Mail or DHL. Delivery times are normally within 3-5 working days. We offer you a full insurance if something should happen to your product during the delivery time.
If a product is out of stock you will receive an email notification. In this case you will be able to choose to change or cancel your order as desired.
UNCLAIMED ORDERS
It is the customers responsibility to provide the correct shipping address. In the event that Pozehair receives a package that has been returned due to an incorrect address and/or has not been collected, then it shall be the customers responsibility to pay the new shipping costs. We have the right to charge £17.90 for an unclaimed package that has been sent to us in return.
PRICES
All the prices on Pozehair are including VAT (25%). We reserve the right to change prices and products without notice. The price you see at the time of checkout is the price you pay.
RETURN & CANCELLATIONS
In accordance with consumer law you have the right to return your purchase within 14 days of receiving the product. Poze offer you 30 days return policy. Always mail us at info@pozehair.se before you make a return and be specific in your description and give your order number which also acts as your return number. Once you have done this you send the product to:
Poze Hair Extensions
Hyvelgatan 37
741 71 Knivsta
SWEDEN
We only accept returns that are completely unused and undamaged. Always return the product in suitable packaging with your order number clearly marked. This makes our return process much easier and allows us to offer you a faster service. It is your responsibility as the customer to see that we receive the returned product.
For normal returns and exchanges the customer is always responsible for the shipping costs to us. However, if you are making an exchange then the new product will be shipped to you free of charge.
Repayment will occur within 14 days after the return has been approved.
If you for some reason regret making your order shortly after having made it then you need to contact our customer service immediately. Cancellations will only be accepted via email. If we have already shipped your order then you will not be able to cancel via email and will have to return the packet to us once you have received it. The customer is responsible for the return costs.
COMPLAINT POLICY – POZE HAIR
We offer a 30-day right of complaint from the date of purchase. To be eligible for a complaint, the product must be returned to us within this time frame.
What is covered by the complaint policy?
The complaint policy only covers manufacturing defects, meaning faults that occurred during production and that affect the product’s quality or functionality.
Manufacturing defects should normally be identified within 30 days from the order date or within 20 days after the hair has been installed.
If the hair was installed at a later date, this must be verified with a receipt from the hairdresser/salon showing the installation date.
The complaint policy is only valid if the hair has been maintained according to our guidelines and with Poze Hair Care products. The use of third-party products may affect the quality of the hair and void the complaint eligibility.
What is NOT covered by the complaint policy?
Complaints will not be approved in the following cases:
- Normal wear and tear – Hair extensions are a consumable product and will naturally wear over time.
- Improper care – If our care instructions have not been followed.
- Coloring or chemical treatment – We cannot guarantee results after further chemical processing of the hair.
- Incorrect installation – Any issues related to installation must be addressed with the responsible hairdresser or salon.
- In cases where the complaint concerns slipping extensions, loose attachments, or similar installation-related issues, responsibility lies with the person who performed the installation. Poze Hair cannot be held responsible for third-party workmanship or skill level.
How do I file a complaint?
To process your complaint, you must:
- Contact us before returning the product
- Return the entire product for evaluation
- Provide a detailed description of the issue and how the hair has been used and maintained
- Submit clear photos showing the issue
- If the complaint is approved, Poze Hair will cover the return shipping costs.
What happens after a complaint is submitted?
- If a manufacturing defect is confirmed, the product will primarily be replaced with a new item
- If a replacement cannot be provided, a full refund including shipping costs will be issued
- Refunds will be made using the same payment method as the original purchase
Contact & Dispute Resolution
If you are dissatisfied with a product, please contact our customer service first:
info@pozehair.se
You may also contact:
✔ UK Consumer Ombudsman – www.consumer-ombudsman.org
✔ EU Online Dispute Resolution – ec.europa.eu/odr
WARRANTY
Please contact our support team with regards to any returns that you wish to make and please always state your order number.
If a product is defective or faulty then it may be returned. Once the product has been received and inspected by ourselves or the manufacturer and authorized, we will replace you with a new / equivalent product or you will receive a corresponding amount credited which you can use on our site. This must be done within 30 days time frame from the date the customer receives the order.
Only manufacturers defects are accepted by the returns guarantee. Damage caused by the customer or through normal usage are not accepted. We will cover the shipping costs for the return as long as you provide us with the original or a copy of the receipt. Please send this along with the product.
We have provided care and usage instructions for hair extensions on our website. We do not accept responsibility or replace articles that have been used or cared for in any other way than described. Please note that returns or warranty claims will not be accepted if the extensions have been colored or treated in any chemical way.
With any eventual disagreements, we have a policy to always follow the recommendations of the Swedish consumer law. All returns should be sent to us in suitable packaging or envelope. Warranty claim times are based from the moment that you notice the fault.
Return address:
Poze Hair Extensions
Hyvelgatan 37
741 71 Knivsta
SWEDEN
SHIPPING DAMAGE
In the unlikely event that you receive a damaged or open product please contact us straight away. You must check this carefully as soon as you receive the order. A damaged product claim is handled exactly as all other faults and must be done within the given time frame.
CORPORATE CUSTOMERS
Corporate customers may contact us to have their own company account. This results in discounted prices on all hair products we offer. We will send you our corporate price list excluding VAT when your application has been accepted. Please visit our corporate website for more details and information. Click here to visit our corporate site.
RIGHTS RESERVED
We reserve the right for eventual descriptive faults, discontinued/sold out products and price changes.