Return Policy

RETURNS, EXCHANGES AND COMPLAINTS

This page is a short guide. The binding rules are in our terms and conditions, Articles 7 and 8.

Withdrawal and return within 14 days

You can withdraw from a purchase made in the e-shop within 14 days of receiving the goods, without giving any reason. If your order arrives in several parcels, the 14 days run from receipt of the last one.

1. Open the returns portal https://exalted.com/eu/returns (Start a Return link in the footer of the website), enter your e-mail address and order number and select the goods. A return request made in the portal within the 14 days is your withdrawal. You do not have to give a reason. We will confirm your withdrawal by e-mail with its content, date and time. You can also withdraw by e-mail to info@exalted.com or by letter.
2. After you submit the request, the portal gives you a shipping label or return code, depending on your country. Returning with the label or code from the portal is free.

Hungary and Romania. You receive a Packeta return code and drop off the parcel at any Packeta pick-up point without printing a label.

Belgium, Bulgaria, Croatia, Estonia, Finland, Greece, Ireland, Lithuania, Luxembourg, Portugal, Slovenia and Sweden. You receive a PPL shipping label.

Cyprus, Malta and countries outside the EU. The portal provides neither a label nor a code, so you send the goods at your own cost.

3. Send the goods to the return address at the bottom of this page no later than 14 days after you withdraw.
4. We will refund all payments received from you within 14 days of receiving your withdrawal. We may withhold the refund until the goods arrive back with us or until you send us proof of sending, whichever is earlier. Proof means the carrier's written confirmation that it has taken over the parcel. Merely creating a label is not proof of sending.

If you return the whole order, we also refund the delivery costs up to the cheapest standard delivery we offer. If you return only part of the order, we do not refund delivery costs that you would also have paid for the goods you keep. If you send the goods other than with the label or code from the portal, you pay the return shipping yourself.

Extended return from day 15 to day 30

On top of your statutory right, you can return goods within 30 days of receiving them. From day 15 this is only possible through the portal https://exalted.com/eu/returns, with the reason for the return and photos of the goods. Once we confirm your request, you receive a label or code under the same conditions as above. Send the goods within 14 days of the confirmation. We refund the price of the goods within 14 days of their delivery and inspection, and the delivery costs up to the cheapest delivery method only if you return the whole order. The goods must be unworn, unwashed, undamaged, with their original tags and in the original bag or box. We may refuse goods that do not meet these conditions and send them back at your expense, and we may refuse this option to customers who abuse it.

Condition of returned goods

When you return goods within 14 days, we recommend returning them with their tags and in the original bag or box. You are liable for any loss in value caused by handling the goods other than trying them on. For the extended return from day 15 to day 30, the goods must be unworn, unwashed, undamaged, with their tags and in the original bag or box, otherwise we may refuse them. Please pack the goods well so that they are not damaged in transit. Socks in sealed hygienic packaging can only be returned with the packaging intact.

If the goods have been handled beyond trying them on as you would in a shop, for example worn, washed or marked with make-up or perfume, we deduct the loss in value from the refund. We set the deduction according to the condition of the specific item, which we document with photos, up to the price you paid. If the item has been worn, washed or otherwise damaged so that it can no longer be sold as new, the deduction can be the full price. We will inform you of the amount and the reason by e-mail with photos of the goods. You can dispute the amount of the deduction. If the deduction equals the full price, we will send the goods back to you at your request and expense.

Exchanging a size or colour

Within 30 days of receiving the goods, you can request an exchange for a different size or colour of the same product through the portal. You can only exchange for a variant whose current price is not higher than the price at which the goods were offered when you bought them, regardless of any discount code or voucher. The goods must be unworn, undamaged and with their tags, and each item can be exchanged only once. We send the new item once the original has arrived and we have inspected it. If the variant you want is not in stock, we refund your money instead. The portal shows you before you confirm whether the exchange is free of charge.

Complaints about goods from the e-shop

1. Submit your complaint through the portal https://exalted.com/eu/returns or by e-mail to info@exalted.com. State the order number, a description of the defect and the remedy you want, and attach photos.
2. We assess the complaint based on the description and photos. Once we approve it, we provide a free shipping label or code through the portal. If you send the goods another way, you pay for that shipping.
3. We will settle your complaint within 30 days of the day you made it, unless we agree with you on a longer period where the law of your country allows it. Shorter periods apply in some countries.

Hungary. Our position within 8 days, unless we give it when you make the complaint.

Croatia and Estonia. Reply to a written or e-mail complaint within 15 days.

Lithuania. If we do not accept your claim, a reasoned written reply within 14 days.

Slovenia. If we dispute the defect, written notice within 8 days. Repair or replacement within 30 days of your notice, extendable by up to 15 days if we tell you the reason in time.

Romania. Repair or replacement within 15 calendar days of your notice.

Cyprus. Repair or replacement within 25 days of your notice, unless you expressly agree to a longer period.

Bulgaria. Repair or replacement within one month of your notice.

Portugal. Repair or replacement within 30 days, unless a longer period is justified by the nature of the goods or the defect.

You can claim a defect that appears within 24 months of delivery, or longer where the law of your country provides for it. In addition, we give a guarantee up to the 36th month. From the 25th to the 36th month it covers defects in material and workmanship, for example seams, zips or prints. At our choice, we repair or replace the goods or give you an e-shop voucher valid for 12 months for the price you paid. In this period we only pay the shipping to us if we approve the claim in advance and give you a label or code. The voluntary guarantee from the 25th to the 36th month does not cover pilling or changes in colour and elasticity caused by wearing and washing. Wear and tear caused by normal use and damage caused by unsuitable washing or use are not defects. Please send the goods clean. We do not accept parcels sent cash on delivery.

Contact

info@exalted.com, customer support in English and all other languages

Telephone +420 731 883 333, on working days from 8:00 to 15:00 Prague time, in Czech and Slovak only

Return address: VEROC Brands Group a.s., Příšovice 287, 463 46 Příšovice, Czech Republic