Terms of service

 

§1. PLACING AN ORDER

Placing an order via our website does not constitute a legally binding agreement. Rapunzel therefore reserves the right to cancel your order due to typographical errors, technical issues, delivery failures, or similar circumstances. A binding order confirmation/invoice is only sent when we have shipped the products you ordered. Once you have placed an order, our system will automatically send you an email listing the items ordered. This is merely an electronic receipt confirming receipt of your order and does not constitute a legally binding agreement.

The agreement becomes binding only when you receive an email from Rapunzel confirming that the item has been shipped. Your account will not be charged until you have received this confirmation and the item has been dispatched. In the case of partial deliveries, only the amount corresponding to the actual delivery will be charged. Rapunzel stores a copy of the agreement, which will be provided upon request.

§1.1. RESERVATION OF PURCHASE AMOUNT

If you use an international payment card such as Visa or MasterCard, the amount will automatically be reserved on your account once you have approved the payment. If you later cancel your purchase, the reservation will be released as soon as possible. Your card issuer determines whether the amount is reserved when you approve the payment on rapunzel.care and when it is released upon cancellation. Please refer to your card issuer for further information.

§2. PAYMENT

At rapunzel.care, you can pay using Dankort, Visa, Mastercard, and MobilePay.

When the payment transaction is completed, your payment information will be stored until the transactions have been processed. Your payment and card details are stored by Rapunzel.care's chosen PCI (Payment Card Industry - Data Security Standard) certified partner.

These details are kept in a secure PCI-certified environment in accordance with international security standards until the payment transaction is finalized. When using a payment card on rapunzel.care, only Rapunzel's PCI-certified partner – not Rapunzel – has access to your card information. The processing of your card information is solely between you and Rapunzel's PCI-certified partner, even though it occurs while you use rapunzel.care.

§3. DELIVERY

We offer the following delivery methods:

  • Pickup at Rapunzel ApS by appointment
  • DAO – Delivery to private address
  • GLS – Delivery to parcel shop, private address, or workplace
  • PostNord – Delivery to private address or parcel locker/post office

Note that some delivery options may be limited to specific postal codes or time slots. Only valid delivery options will be displayed during checkout.

Expected delivery time is 1–4 business days. Orders containing backorder items may take longer. The delivery time for each item is indicated individually. Products in an order are generally shipped together, and backorders are not sent separately. Therefore, the latest delivery time among the ordered items determines the total delivery time.

We only deliver within Denmark, excluding Greenland and the Faroe Islands.

§3.1. DELIVERY LIABILITY

Rapunzel is responsible for the order until the time of delivery. Delivery is deemed to have occurred when you physically receive the package, for example at a parcel shop or directly from Rapunzel. If you have allowed the carrier to leave the package at your doorstep or have chosen DAO delivery (which always delivers at night without ringing the doorbell), the package will be considered delivered once placed at your address. After this, the risk transfers to you.

In such cases, the carrier will take a photo of the delivered package, which serves as Rapunzel's proof of delivery. Subsequent claims against Rapunzel for missing deliveries will be rejected.

§4. RIGHT OF WITHDRAWAL

You have a 14-day right of withdrawal when shopping with us.

The withdrawal period expires 14 days after the day you:

  • Receive your item
  • Receive the last item in a multiple-item order delivered separately
  • Receive the final batch or part of a split delivery

You must notify us within 14 days of receipt if you wish to cancel your purchase. Notification is made by contacting customer service at kontakt@rapunzel.care. A return label will be provided, and the return shipping cost will be deducted from your refund. Print the return label and attach it to the package, which must be returned via a parcel shop or post office. You cannot cancel your purchase by simply refusing delivery without notifying us clearly.

§4.1. RETURNING ITEMS

You must return your items to us without undue delay and no later than 14 days after notifying us of your decision to withdraw.

You are responsible for ensuring the item is properly packaged. You bear the risk for the goods until we receive them. Keep your postal receipt and tracking number.

§4.2. ITEMS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

The following types of goods are excluded:

  • Leasing of cold caps (different withdrawal right apply, see leasing terms)
  • Goods that deteriorate or expire rapidly
  • Purchases of bookings and events

You lose your right of withdrawal if:

  • You break the seal on goods that are not suitable for return due to health protection or hygiene reasons (e.g., health products, hair care, cosmetics). The term "seal" includes special packaging that protects the item and ensures it has not been opened.

§4.3. CONDITION OF RETURNED ITEMS

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

Items without sealing that are tested beyond what is described will be considered used, and you will lose your right of withdrawal.

§4.4. REFUND OF PURCHASE AMOUNT

If you cancel your purchase and meet the conditions above, we will refund the amount you paid, excluding any delivery costs. We will refund without undue delay and no later than 14 days from the date we are informed of your decision to withdraw. Refunds are made using the same payment method used for the original transaction unless otherwise agreed.

We may withhold the refund until we receive the returned item or proof of its return.

Return address: Rapunzel ApS Traverbanevej 10 2920 Charlottenlund

§4.5. WHAT TO INCLUDE IN YOUR RETURN

Include a copy of your order confirmation. Note: We do not accept returns sent as cash on delivery.

§5. WARRANTY RIGHTS

The Danish Sale of Goods Act applies, and the Consumer Contracts Act applies if you are a consumer. You are entitled to a product that conforms to the contract. You have several rights if the product is defective or delivery is delayed.

When shopping at rapunzel.care, you have a 24-month warranty period for defective goods. Depending on the situation, this may entitle you to repair, replacement, refund, or price reduction.

Claims must be justified and not caused by incorrect use or other damaging behavior.

§5.1. HOW TO FILE A CLAIM

To file a claim, contact kontakt@rapunzel.care. If approved, you will receive a return label to return the item at no cost to you.

You must file your claim within a "reasonable time" after discovering the defect. Claims made within two months will always be considered timely.

Send the item to: Rapunzel ApS Traverbanevej 10 2920 Charlottenlund

§5.2. WHAT INFORMATION TO INCLUDE

When returning an item, include a detailed description of the issue.

Note: We do not accept cash-on-delivery shipments. Always return items in secure packaging and retain a receipt as proof of dispatch.