RETURNS

You must send your goods back to us without undue delay and no later than 14 days after you have notified us that you wish to cancel your purchase.

When returning goods, you are responsible for ensuring the item is packaged securely. You bear the risk for the package/goods until we receive it. Therefore, keep your postal receipt and any tracking number.

ITEMS EXEMPT FROM THE RIGHT OF WITHDRAWAL

The following types of goods are exempt from the right of withdrawal:

• Rental of cooling cap system and cold cap sets (see separate right of withdrawal under Rental Terms & Privacy Policy)
• Delivery of goods that may be expected to deteriorate or expire quickly
• Purchase of bookings and events

You lose your right of withdrawal if:

• You break the seal on goods which, for health protection or hygiene reasons, are not suitable for return. For example, health food products, hair care products, cosmetics, etc. The term “seal” also includes special packaging that protects the item and serves as proof that the item has not been opened.

CONDITION OF THE ITEM WHEN RETURNING

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and function of the goods. In other words, you may try the product in the same way as you would in a physical store.

Unsealed items that have been tried beyond what is described above are considered used, meaning you lose your right of withdrawal.

REFUND OF THE PURCHASE AMOUNT AND RETURN OF THE ITEM

If you cancel your purchase and meet the criteria above, you will of course receive back the amount you paid us, excluding any delivery costs. This does not apply in the following cases:

We will refund your payment without undue delay and in any event no later than 14 days from the date on which we received notice of your decision to cancel this agreement. We will carry out such a refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise.

We may withhold the refund until we have received the goods back, unless you have already provided proof of having returned them.

If you cancel the purchase, the item must be sent to:

Rapunzel ApS
Traverbanevej 10
2920 Charlottenlund
Denmark

WHAT SHOULD I INCLUDE WHEN SENDING IT BACK?

Please enclose a copy of the order confirmation.

Please note that we do not accept parcels sent by cash on delivery.

RIGHT TO COMPLAIN

The rules on defects under the Danish Sale of Goods Act apply to purchases of goods, and the Danish Consumer Purchase Act applies if you are a consumer. You are entitled to receive goods that conform to the contract. You have several rights under these laws if the item is defective or delivery is delayed.

When you shop at rapunzel.care, you naturally have a 24-month right to complain if there are defects in your item. This means that, as a general rule, you can have the item repaired, replaced, refunded, or receive a reduction in price, depending on the specific situation.

It is naturally a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damage-causing conduct.

HOW DO I FILE A COMPLAINT?

If you wish to complain about a product you purchased on rapunzel.care, you must open a case regarding the product by writing to kontakt@rapunzel.care. If your complaint is approved, you will receive a return label so you can return the product at no cost to you.

You must file your complaint within “a reasonable time” after discovering the defect in the item. If you complain within two months of discovering the defect, the complaint will always be considered timely.

The item should be sent to:

Rapunzel ApS
Traverbanevej 10
2920 Charlottenlund
Denmark

INFORMATION WE NEED WHEN YOU SEND THE ITEM TO US

When returning the item, please describe the problem in as much detail as possible.

Please note! We do not accept parcels sent by cash on delivery or similar methods.

Remember that the item must always be returned in secure packaging, and remember to keep a receipt as proof of dispatch.