Return and withdrawal terms

Version RH-RETURN-2026-10 · Applies to purchases from Royal Hair AS from October 2026.

These terms explain the right of withdrawal, voluntary returns, the return cost, the hygiene seal and complaints for purchases from Royal Hair. They do not limit your rights under the Norwegian Right of Withdrawal Act (angrerettloven) or the Consumer Purchases Act (forbrukerkjøpsloven).

Seller: Royal Hair AS, org. no. 928 200 981, Teatergata 14, 2000 Lillestrøm, Norway. Email: post@royalhair.no. Phone: +47 64 80 98 89.

1. Scope

  • Online purchases (royalhair.no): As a consumer you have a right of withdrawal under the Right of Withdrawal Act when you buy goods online, subject to the exceptions set out in the Act. See section 2.
  • Purchases in our salons: The statutory right of withdrawal does not apply to purchases made in a physical shop or salon. See section 11.
  • Three different arrangements: Withdrawal is your statutory right to cancel an online purchase within the deadline. A voluntary return or exchange is something Royal Hair may offer in addition, on the terms we state. A complaint (reklamasjon) concerns faults or defects and follows the Consumer Purchases Act. These are kept separate, and your complaint rights are not affected by the return and hygiene terms.

2. Right of withdrawal for online purchases

  • The withdrawal period is 14 days and starts on the day you receive the goods. If your order contains several items delivered separately, the period runs from the day you receive the last item.
  • To withdraw, send an unambiguous statement to post@royalhair.no within the deadline, for example using the withdrawal form at the bottom of this page. Include your name, order number and the items concerned.
  • We will confirm by email that we have received your notice.
  • The goods must be sent back no later than 14 days after you notified us of your withdrawal.
  • The right of withdrawal applies subject to the exceptions in section 22 of the Right of Withdrawal Act. These include sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken (section 4), and goods made to your specifications or clearly personalised (section 8).

3. Return cost – NOK 160

  • For ordinary returns (withdrawal or voluntary return), Royal Hair's return service is used. Contact us at post@royalhair.no with your order number and we will send you a return label and instructions.
  • The return cost is NOK 160 and is deducted from the amount refunded. This is the cost of the return shipment itself, which the consumer bears under section 25 (2) of the Right of Withdrawal Act. It is not a Klarna fee, an administration fee or a refund fee.
  • When you withdraw, we refund all payments for the goods, including the original delivery cost for standard delivery. If you chose a more expensive delivery method than our least expensive standard delivery, we only refund the cost of standard delivery.
  • For an accepted complaint (section 10), you do not pay the return cost and NOK 160 is not deducted.

4. Transparent packaging and the Royal Hair hygiene seal

  • Royal Hair hair products are packed so that you can see the colour, length and appearance through the transparent packaging without opening it. We recommend checking the product this way before opening.
  • Relevant hair products may have a separate Royal Hair hygiene seal (sticker) across the opening. The seal must be broken to remove or use the hair.
  • Under section 22 (g) of the Right of Withdrawal Act, the right of withdrawal does not apply to sealed goods that are not suitable for return for health or hygiene reasons, if the seal has been broken after delivery. Whether this exception applies is assessed for the specific product. It only applies where the product cannot be sold again for hygiene reasons once the seal has been broken.
  • If the exception does not apply to a particular product, you keep your right of withdrawal. A broken seal and handling beyond what is necessary to establish the nature, characteristics and function of the goods may then result in a deduction for loss of value (section 7).
  • Voluntary returns or exchanges, which go beyond the statutory requirements, require the hygiene seal to be intact.

5. Extensions and loose hair

Applies to tape extensions, keratin extensions, clip-on, ponytail, bulk and virgin hair. For an ordinary return the product must be unused and in the condition required by law and these terms:

  • not attached or tried in your own hair
  • not washed or wetted
  • not cut
  • not coloured, toned or chemically treated
  • not heat styled
  • no products applied
  • in the original packaging
  • with the Royal Hair hygiene seal intact where the product has a seal (see section 4)

6. Wigs, toppers, Half Head and Clip-In Topper

For an ordinary return the product must be unused. This means, among other things:

  • no trimming of the lace or front
  • not cut
  • not coloured or toned
  • not washed
  • not heat styled
  • not worn with glue, tape or any other adhesive
  • no products applied and no strong odours (for example perfume or smoke)
  • no structural alteration or other customisation
  • in the original packaging, with the hygiene seal intact where the product has a seal

7. Loss of value

  • You may examine the product as you could in a shop, to establish its nature, characteristics and function. For hair products this is mainly done through the transparent packaging.
  • If you handle the product beyond this, Royal Hair may, under section 25 (3) of the Right of Withdrawal Act, deduct an amount corresponding to the actual loss of value.
  • The deduction is set on the basis of the product's actual condition. No fixed percentage is used. Royal Hair must be able to document the loss of value.

8. Goods made to your specifications

  • Under section 22 (e) of the Right of Withdrawal Act, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.
  • This exception only covers products made or adapted specifically for you to your own measurements or wishes. Examples are custom measurements for a wig or topper, a custom colour blend outside our colour chart, or cutting and fitting you have ordered.
  • An ordinary choice of colour and length from our standard colour chart and length range is not treated as custom-made, even if the product is produced or ordered after you place your order. The right of withdrawal then applies as normal.
  • Where the exception applies, you will be told in writing before you commit to the purchase.

9. Return inspection and refund

  • Royal Hair inspects returned products on receipt. We may document the seal and condition, photograph or film the product, and compare it with documentation from packing and quality control before dispatch.
  • We refund without undue delay and no later than 14 days after we were notified of your withdrawal. We may withhold the refund until we have received the goods, or until you have provided evidence that the goods have been sent back, whichever is earlier.
  • We refund using the same payment method you used. If you paid with Klarna, the Klarna payment is adjusted or credited. You are not charged any fee for the refund itself.

10. Complaints – faults and defects

  • A fault or defect in the product is handled as a complaint (reklamasjon) under the Consumer Purchases Act, separately from withdrawal and ordinary returns.
  • You must complain within a reasonable time after you discovered or should have discovered the defect. A complaint within two months is always in time. The absolute deadline is two years after you received the product, or five years for goods intended to last considerably longer.
  • Contact post@royalhair.no with your order number, a description of the fault and, if possible, photos. For an accepted complaint, Royal Hair covers the return cost and NOK 160 is not deducted.
  • The hygiene seal, packaging requirements and these return terms do not limit your complaint rights.

11. Salon purchases

  • The statutory right of withdrawal applies to online purchases, not to purchases made in our salons in Majorstuen and Lillestrøm.
  • Exchanges or returns of products bought in a salon are a voluntary arrangement. For hygiene reasons we do not, as a rule, take back hair products that have been opened, fitted, cut, coloured or otherwise used or handled. Any exchange of unused products with an intact hygiene seal is agreed with the salon.
  • If there is a fault or defect, you always have complaint rights under the Consumer Purchases Act, including for salon purchases.

12. Withdrawal form

You can use this text in an email to post@royalhair.no:

To Royal Hair AS, Teatergata 14, 2000 Lillestrøm, post@royalhair.no. I hereby give notice that I withdraw from my contract for the purchase of the following goods: [items]. Ordered on [date] / received on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].

13. Contact

If you have questions about returns, withdrawal or complaints, contact us at post@royalhair.no or +47 64 80 98 89.