Terms of service
GENERAL TERMS AND CONDITIONS
When dealing with AKENA HAIR AB (referred to as "Akena" or "we"), you agree to our terms and conditions. If you're under 18, you need parental approval to place orders. We strive for accuracy on our website but mistakes can happen. We may update information and product availability. For any inquiries or issues, contact our customer service team. If you're unsatisfied with your online order, we'll work to resolve it.
PRICES AND PAYMENT
Every price is provided inclusive of VAT. Apart from the price of the product, there may be additional costs for payment and delivery depending on which method you choose. Information regarding prices, terms of delivery and payment methods are clearly shown at the checkout. The total sum to be paid will clearly be shown before you confirm your order or confirm the amount to be paid.
Campaigns or price reductions will be applied either to the product or by giving a discount on the website. Our campaigns and offers are valid as long as stocks last or until a given end date.
Please note: For countries outside the EU there may be additional local charges such as taxes and customs fees to be paid by the customer.
DISCOUNTS
If you have a discount code, use it at the checkout. Please type in the code and press the arrow-button to activate. The amount is automatically deducted from the total.
DELIVERIES
Don't worry, we won't leave you hanging! At the checkout, you can choose the delivery method that's available for your region and see when you can expect your package to arrive. We strive to have all our items in stock and if we don't, it'll be clearly stated beside the product. But if for some reason we can't fulfill our end of the delivery date bargain, we'll be sure to give you a ring. If the package doesn't show up, let us know within 14 days of the order date. Your package may be delayed during national holidays, campaigns or when the delivery unicorns take a break. Note that changes in delivery may occur during the weekends.
When your order leaves our warehouse, you will receive an email that your product is on its way, so don't panic if you don't see it right away.
Please note: For countries outside the EU there may be additional local charges such as taxes and customs fees to be paid by the customer.
STANDARD DELIVERY
Our warehouse usually packs your order within 24 hours from ordering (valid from Mondays to Fridays).
Delivery time:
- Sweden 1-3 working days
- Norway, Denmark, Finland 1-5 working days
- United Kingdom: 3-8 working days.
- Within the EU: 3-8 working days.
- Outside the EU: Delivery times may vary depending on the country, but you can track your package using the link we'll provide in the delivery confirmation. But anywhere from 5-15 days.
RETURN, REFUND, AND COMPLAINTS
Don't like our stuff? No problem! At Akena, we want you to have the power to return your items. If we sent you the wrong item or it's damaged, we'll pay for the return shipping. If it's a regular return we won't cover shipping costs.
RETURNS Here's how to send stuff back:
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
RIGHT TO RETURN
If you're having second thoughts about your purchase, don't worry! You can return your goods within 30 days of receiving them by sending us an email to info@akenahair.com. We'll refund your money within 1-2 weeks of receiving your order, we'll use the same payment method you used when ordering. If you haven't paid yet, we'll make sure the return is reflected in your account balance.
EXCHANGE
We're sorry to say that we don't offer exchanges, but returning the item and reordering is just as easy!
REFUNDS
At Akena, we guarantee to refund your purchase in accordance with our return policy. As long as the products are returned in the same condition as they were sent out to you (undamaged, unsoiled, unwashed, unaltered, and with all labels and tags still attached), we'll refund the whole value (except shipping costs). If the item has been modified in any way, we'll do a quick assessment to determine the decrease in value and that amount will not be refunded.
If you received a defective product, don't hesitate to reach out to us and return the item according to the information provided above. For goods that are deemed defective, Akena will provide a full refund.
PRODUCT CLAIMS
If you think you got the wrong order or something's not quite right with your purchase, don't hesitate to reach out to us or send it back for a refund. In order for Akena to properly assess the issue, we'll need the entire product returned to us along with a detailed explanation of the problem and how you used it. If you only send back part of the product or order, we won't be able to give you a full refund.
If the product is defective, we'll cover the return shipping costs as long as you provide us with a receipt (or copy of a receipt) and make your refund request within a reasonable time after receiving the order. Please contact us at info@akena.se
PRODUCT RESPONSIBILITY
Akena takes no responsibility for how the product is used or disposed of by the purchaser. The buyer is solely responsible for the use of the product, and must check for any allergies or irregularities. Akena recommends that the products are always used in the manner stated on the website. The information on Akena's official website is the only information that is up to date.
PRIVACY POLICY
We comply with the General Data Protection Regulation (GDPR). By registering and ordering with us, you agree to allow us to store and use your information in accordance with GDPR in order to fulfill our agreement with you. Under the Personal Data Act, you have the right to access any information we have on you, and request that any incorrect, incomplete, or irrelevant information be corrected or deleted. You can contact us about this via e-mail at info@akenahair.com.
AKENA HAIR AB, Bangårdsgatan 17, 411 12 Gothenburg, Sweden.
Company reg. nr: 559437-2376