Even if the defects in the goods are minimal, you can be sure that we will promptly address the issue and look for a suitable solution for you.

When can I file a complaint?
We are responsible for defects that occurred during delivery and for defects that became apparent within 24 months from delivery. However, we are not responsible for new defects or damage, especially if they were caused by improper use or handling of the goods. We are not responsible for defects in used products if they are related to wear and tear from use. We are also not liable for defects in already used (non-new) products at the time of delivery. If the product has a limited shelf life, we are responsible for its usability throughout the entire validity period.

Please note that increased sensitivity or an allergic reaction to a purchased product does not automatically indicate a defect. Defects in free gifts or other products received for free that were not part of your order are also not grounds for a complaint. The product photos shown on our website are for illustrative purposes only and do not represent product characteristics (e.g., the actual packaging may differ because it was changed by the manufacturer).

What are my rights when submitting a complaint?
If the product is defective, we can provide compensation in the form of a shopping voucher.
You also have the right to request that the defect be corrected by replacing or repairing the product.
If this is impossible or financially impractical, you are entitled to request a discount on the price you paid. In such cases, you may keep the defective product, and we will refund part of the purchase price. If the defects are significant, you have the right to withdraw from the purchase contract. In this case, you must return the goods to us, and we will refund the full purchase price.

How can I file a complaint?
If you decide to file a complaint, please contact us by email at info@excepte.com or by phone at +370 61421769.
We will inform you about the progress of your complaint, including its receipt, acceptance, or rejection. Information will be provided by email or text message, and we may also contact you by phone.
We will review your complaint and make a decision promptly. The processing of the complaint, including finding a resolution, will not take longer than 30 days. If the shipment arrived damaged or missing ordered items, we recommend keeping all packaging for at least 5 business days as evidence: photos of defects and damage help speed up the claims process.

You can find the complaint form here.

Contact information
We will be happy to answer any questions about your goods by email at info@excepte.com or by phone at +370 61421769.

Claims