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.

A complaint can easily be submitted through the online form (RMA) available at: https://wecare.exalted.com/public/?lang=en

Alternatively, the buyer may complete the complaint form and send it by email to info@exalted.com, or submit the complaint directly by email. The complaint 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.

A return, exchange or complaint can easily be registered through the online form (RMA) available at: https://wecare.exalted.com/public/?lang=en

After completing and submitting the online form (RMA), the buyer will receive a return shipping label at the email address provided. The buyer must use this label to send the goods back in accordance with the instructions received. Submitting the form alone does not mean that the goods have been shipped. For complaints, the buyer should follow the seller's instructions before returning the goods.

Alternatively, the buyer may download and complete the return or complaint form and send it by email to info@exalted.com. When using this option, the buyer must follow the return instructions below and include the completed form inside the package.

The buyer must provide the required order and identification details through the online form (RMA) or the return or complaint form. If a returned package cannot be matched to an online RMA request and 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.

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 using a return shipping label received after submitting the online form (RMA), the buyer must use the courier specified on that label and follow the accompanying instructions.

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.
• If the return was registered through the online form (RMA), use the return shipping label received by email and follow the instructions provided. Include the order number or RMA reference inside the package so that the shipment can be identified.
• If using the downloaded return or complaint form, include the completed form inside the package.
• Send the package using FedEx or DHL only. If using an RMA return shipping label, use the courier specified on the label.
• Ship the package to the following address, or follow the address printed on the return shipping label provided by the seller:

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 cannot be matched to an online RMA request and 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

The returned goods must be:

• 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.