Real Russian Hair is a trade name of SERENDAB GmbH, Lettenstrasse 9, 6343 Rotkreuz, Switzerland (UID CHE-329.951.076). Contact: contact@realrussianhair.com.

1. Delivery area

We deliver exclusively to Switzerland and to the following countries of the European Union: France, Germany, Austria, Belgium and Luxembourg. Orders with a delivery address outside these countries cannot be accepted.

2. Delivery times and costs

All parcels are dispatched from our warehouse in France, Monday to Friday (excluding public holidays).

• Switzerland: free standard delivery, 24 to 48 hours from dispatch.
• France, Germany, Austria, Belgium, Luxembourg: free standard delivery, 3 to 7 working days from dispatch.
• Express delivery: 48 to 72 hours from dispatch, surcharge of EUR 23.

Delivery times are estimates running from the day of dispatch and do not constitute a binding delivery date unless expressly agreed in writing. If the goods are not delivered within 30 days of the conclusion of the contract, you may request delivery within a reasonable additional period and, failing delivery within that period, terminate the contract; all amounts paid will then be refunded in full.

3. Shipment, tracking and transport risk

Every order is shipped with tracking. You will receive a dispatch confirmation with the tracking number by e-mail. The risk of loss of or damage to the goods passes to you only when you, or a third party designated by you (other than the carrier), take physical possession of the goods.

If a parcel arrives visibly damaged, please record the damage with the carrier where possible and contact us at contact@realrussianhair.com. This helps us process your claim quickly but is not a condition of your statutory rights.

4. Customs and import charges (Switzerland)

Deliveries to Switzerland are dispatched from France and may therefore be subject to Swiss import VAT and customs clearance fees, which are collected from the recipient by the carrier unless otherwise indicated during checkout.

5. Right of withdrawal (customers in the European Union)

As a consumer resident in the European Union, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), acquire physical possession of the goods or, where an order is delivered in several instalments, of the last instalment.

To exercise the right of withdrawal, you must inform us (SERENDAB GmbH, Lettenstrasse 9, 6343 Rotkreuz, Switzerland; e-mail: contact@realrussianhair.com) of your decision by an unambiguous statement, for example an e-mail or a letter sent by post. You may use the model withdrawal form set out in section 13, but this is not obligatory. To meet the deadline, it is sufficient to send your communication before the withdrawal period has expired.

You must send back the goods without undue delay and in any event no later than 14 days from the day on which you notified us of your withdrawal. The deadline is met if you dispatch the goods before that period expires. You bear the direct cost of returning the goods.

6. Exception for reasons of hygiene

Hair extensions are goods sealed for reasons of health protection and hygiene. In accordance with Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to products which have been unsealed after delivery. Withdrawal therefore remains possible only if the product is returned unused, with its hygiene seal, original ties and packaging intact.

7. Diminished value

You may inspect the goods to establish their nature and characteristics in the same way you could in a shop. You are liable for any diminished value of the goods resulting from handling beyond what is necessary for that purpose.

8. Refund

If you withdraw from the contract, we shall reimburse all payments received from you, including the costs of standard delivery (with the exception of the supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery offered by us, such as the EUR 23 express surcharge), without undue delay and at the latest within 14 days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied proof of having sent back the goods, whichever is earlier. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, and you will not incur any fees as a result of the reimbursement. No processing, handling or restocking fee is charged.

9. Voluntary right of return (customers in Switzerland)

Swiss law does not provide for a statutory right of withdrawal for online purchases. We nevertheless grant customers resident in Switzerland a contractual right of return of 14 days from receipt of the goods, under the same conditions as those set out in sections 5 to 8 above.

10. Return addresses

• Returns from Switzerland: SERENDAB GmbH, Lettenstrasse 9, 6343 Rotkreuz, Switzerland.
• Returns from the European Union: Real Russian Hair, c/o Happy Colis, ZA de l’Enfant – Les Milles, 120 rue Émilien Gautier, 13290 Aix-en-Provence, France.

We recommend returning the goods with a tracked service and keeping proof of postage.

11. Items temporarily out of stock (back-orders)

If an item in your order is temporarily unavailable, we will inform you without delay and indicate the expected delivery time. You may then choose to wait for the item, to replace it with another item, or to cancel the unavailable item and receive an immediate refund of the corresponding amount. Where we ship an order in several instalments, the additional shipping costs are borne by us.

12. Statutory warranty

Independently of the right of withdrawal or return, you benefit from the statutory warranty of conformity for a period of at least two years from delivery, as provided by the law applicable in your country of habitual residence. See section 9 of our General Terms and Conditions of Sale.

13. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract:

To: SERENDAB GmbH (Real Russian Hair), Lettenstrasse 9, 6343 Rotkreuz, Switzerland – contact@realrussianhair.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: …

Ordered on (*) / received on (*): … — Order number: …

Name and address of consumer(s): …

Signature of consumer(s) (only if this form is notified on paper) — Date: …

(*) Delete as appropriate.