Return Policy

These terms govern the procedure for returning goods, exchanging goods and submitting complaints for customers of VEROC Brands Group a.s., Company ID: 09939393, with its registered office at Na Poříčí 1047/26, Nové Město, 110 00 Prague 1, Czech Republic, registered in the Commercial Register maintained by the Municipal Court in Prague, Section B (hereinafter referred to as the "Seller").

These terms apply to buyers who are natural persons and do not act within the scope of their business or professional activity, and to products sold under the EXALTED trademarks purchased via the official online store exalted.com. They do not apply to B2B partners or wholesale orders.

1. Reporting a product defect (Complaint)

In the event of a suspected manufacturing defect or damage to the goods, the buyer is required to first contact the seller electronically for the purpose of assessing the complaint.

The complaint must be submitted by email to info@exalted.com and must include:

• order number,
• information that the request concerns a product defect complaint,
• description of the defect and its manifestation,
• photo documentation of the defect,
• copy of the purchase receipt,
• contact and delivery details of the buyer,
• preferred method of complaint resolution.

Based on the provided information, the seller will inform the buyer of the next steps and, if applicable, request the buyer to return the goods.

2. Procedure for return, exchange or complaint

This procedure applies to the physical return of goods to the seller and is used in the case of a return, exchange or complaint, if the buyer is instructed to do so by the seller.

Completion of the return or complaint form is mandatory for every return, exchange or complaint. If a returned package is delivered without a completed form or without the required identification details, the processing of the return may be suspended until all necessary information is provided by the buyer.

The buyer bears the cost of returning the goods to the seller, unless otherwise agreed.

Download the complaint form here

Important information about return courier

For returns from English language markets, it is possible to use only FedEx or DHL courier services due to their reliability and delivery speed. Returns sent via other carriers will not be accepted.

When handing over the package, the buyer is required to request a receipt with a tracking number, which allows tracking of the return shipment until it is delivered to the seller.

Return instructions

• Carefully pack the goods to prevent damage during transport.
• Include the completed return or complaint form inside the package.
• Send the package using FedEx or DHL only.
• Ship the package to the following address:

Address for receiving complaints and returns: Příšovice 287 463 46 Příšovice Czech Republic

3. Processing of returned packages

Returned packages are normally processed within 14 business days from the date they are physically received by the seller.

Returned shipments are not automatically matched based on the buyer's email address. A return is recorded only after the package is physically received and opened.

If a returned package is delivered without a completed form, without order identification or without required information, its processing may be suspended until the buyer provides the missing details.

4. Uncollected and undelivered shipments

Uncollected or undelivered shipments that are returned to the seller are processed as returns. Such shipments are not automatically resent to the buyer.

If the buyer is still interested in the goods, a new order must be placed via the seller's online store.

5. Condition and completeness of returned goods

• in hygienically safe and resalable condition,
• unused,
• free from contamination such as makeup, cosmetics, sunscreen or animal hair.

The buyer is obliged to return the goods including all accessories, gifts, tags and the original packaging.

6. Complaint resolution

Complaints will be handled without undue delay, no later than 30 days from the date of submission, unless the seller and the buyer agree on a different deadline.

In the case of a justified complaint, the buyer has the right to defect removal, replacement of the goods, a reasonable discount on the purchase price or withdrawal from the contract, depending on the nature of the defect.

7. Final provisions

This complaints policy is governed by the relevant provisions of Act No. 89/2012 Coll., the Civil Code, in particular Sections 2161 et seq., and Act No. 634/1992 Coll., on Consumer Protection.