Refund policy
Welcome to Akena, we want you to feel safe and secure while making purchases with us, so if you regret your decision or spot an error, let us know and we'll help sort it out. We offer a return policy on unopened Akena Hair extensions within thirty (30) days of receiving your order. We understand that you may need to return or exchange your order, and we are happy to accommodate such requests on hair extensions that have not been opened, worn, or tampered with.
Human hair extensions are considered a hygienic product, and we do not offer returns or exchanges if the safety seal on the packaging has been broken.
Shipping cost for Return or Exchange:
Please note that refunds for any return exclude the initial shipping cost paid to ship your package, and that shipping fee is non-refundable.
RETURN POLICY
To return any item, please follow the instructions provided on your packing slip that was included with your order.
You have a 30-day window starting from the moment we dispatch your item to decide if you want to return it, provided that the warranty sticker remains intact and unbroken. Akena Hair extensions are packaged with a special security seal that serves as an indicator if the extensions have been removed. Before returning your Akena Hair extensions, kindly send us an email at info@akenahair.com.
If you wish to return an item, you must initiate the process by sending us an email requesting a return. The email should include your order number and name.
If you live in Sweden and we receive your request, we will send you a trackable shipping label or a QR code you can use at your closest PostNord spot.
If you are returning your item from a different part of the world, you will have to pay for your return yourself and send the item(s) to:
AKENA HAIR AB, Bangårdsgatan 17, 411 12 Gothenburg, Sweden.
Company reg. nr: 559437-2376
If you're not from Sweden, Please for your own and our sake, book a trackable shipment, due to the fact that mail sometimes gets lost or sent to the wrong address. If you need help with this, please contact us at info@akenahair.com.
Please note that if the product is found to be faulty or used upon return, you will not be eligible for a refund.
Akena Hair cannot be held responsible for products that are sent to us without registration or a tracking number and won’t be able to help you if the package is lost. If you would like your package to be sent with registration and a tracking number, please contact us via email at info@akenahair.com, where we will try our best to assist you.
Additionally, please be aware that there is a SEK 50 charge for return shipping, which will be deducted from your refund if you ship within Sweden.
For customers returning from outside of Sweden, we are unable to cover the return cost, and it will not be refunded.
REFUND
We'll take care of your case within two weeks and refund you using the same payment method you used to make the purchase (credit/debit card, Klarna, GooglePay, or ShopPay). We'll send you a confirmation email when we've registered the return, and the refund should show up in your account within 1-5 business days.
Any extra services like express shipping are non-refundable. And for my Swedish people, don't forget about that SEK 50 charge for return shipping.
For customers returning from outside of Sweden, we regret to inform you that we are unable to cover the return cost, and it will not be refunded.
EXCHANGE OF ITEM
If you want to swap out your item for something else, just follow the return instructions and place a new order.
COMPLAINT
If you've received a faulty item, we'll take a look at it for you and see what we can do. You have a "reasonable" amount of time to complain about hair extensions. Just make sure to first contact us, then send the entire item back to us with a description of the issue.
To file a complaint, just pack up the item in the original packaging and fill out our complaint form. Attach a description of the defect and send the whole thing to
AKENA HAIR AB at Bangårdsgatan 17, 411 12, Gothenburg, Sweden.
Drop it off at the post office and keep the receipt (we'll reimburse you for the return shipping if your complaint is approved, just send us a photo of the receipt at staff@akena.se).
GUARANTEE
If you have any issues with your product or a complaint, don't hesitate to reach out to our customer service team. We want your hair-buying experience to be fantastic! We're here to help you choose the right products and colors that suit you, so don't be shy.