Policy Overview
At Exalter Global Co. and our sub-brands Exalter Valoren, Exalter Vachette, Exalter Terranova, Exalter Digimarx, and Brooklyn Bridge we stand behind every product we deliver. This policy applies to all customers, whether domestic or international.
Our commitment: We aim to make every purchase risk-free while maintaining the integrity and craftsmanship of products that reflect 40+ years of heritage.
Key Principle: Fair policies. Premium service. No surprises. We protect both your interests and our commitment to quality.
Return Eligibility
Use of this website and its associated services is subject to the following eligibility requirements and conditions of access.
What are the return eligibility requirements?
Items are eligible for return if they meet ALL conditions:
Within 30 days of purchase or delivery (whichever is later)
Unused and unworn (not used, worn, or modified in any way)
Original condition with all original packaging, tags, and documentation intact
Proof of purchase provided (Order ID, invoice, or receipt)
To ensure fairness for all customers, all returns undergo a thorough quality check by our dedicated team.
What is your 30-day return window?
The 30-day return window begins on the date your order is delivered to you, not the date it was placed. You have 30 calendar days to initiate a return request with our support team.
Example: If your order arrives on January 10th, you must submit your return request by February 9th.
Non-Returnable Items
The following items are not eligible for returns to ensure fairness and maintain product integrity
Customized or made-to-order products: personalized items cannot be resold
Bulk and B2B orders: subject to separate terms (see below)
Digital services or products: licenses, downloads, or services once delivered
Used, damaged, or worn items: caused by customer handling or misuse
Items without original packaging: packaging is part of the product presentation
Jewelry and accessories requiring special hygiene standards once tried on
Why these rules? These policies protect the craftsmanship and resale value of each premium product. Exalter Global Co. maintains strict quality standards that reflect decades of heritage.
How to Return an Item
Our return process is straightforward and transparent. Here's exactly what to expect:
Submit Return Request
Email support@exaltervachette.in with your Order ID and a brief reason for return. Include photos if needed.
Receive Approval & Return Label
Our support team reviews your request and responds within 24–48 hours with a decision and return shipping label (if eligible).
Ship Product to Us
Package the item securely with all original materials. Use the provided label. Tracking is your responsibility until it reaches us.
Inspection & Approval
Upon arrival, our quality team inspects the product. We confirm receipt within 3–5 business days and notify you of approval or partial refund.
Refund Processed
Once approved, your refund is credited to the original payment method within 5–10 business days. Check your bank account.
Pro Tip: Quick approvals, transparent updates at every step. Your return is tracked from start to finish.
Return Shipping Responsibility
Who pays for return shipping?
General Rule: Customers are responsible for return shipping costs. Return shipping is not refundable and will be deducted from your refund amount if applicable. Customers are responsible for return shipping costs. Return shipping is not refundable and will be deducted from your refund amount if applicable.
However, we cover return shipping in these cases:
Manufacturing defects: if the item is defective upon arrival
Wrong item shipped: if we made an error
Damaged in transit: if the item arrived damaged
In these cases, we provide a pre-paid return label at no cost to you.
What shipping methods are recommended?
We recommend using a trackable, insured shipping method such as:
Fedex / DHL (for international orders)
India Post registered mail (for domestic orders)
Other courier services with tracking
Important: Keep your tracking number. We are not responsible for lost packages during return transit.
Inspection & Quality Check
Upon receiving your return, our dedicated quality team performs a comprehensive inspection to verify:
Item matches eligibility criteria (unused, original condition, original packaging)
No signs of wear, damage, or use
All documentation, tags, and accessories are included
Product integrity is maintained
Our Commitment: Every product is carefully evaluated by our quality team with fairness and transparency. We communicate inspection results via email within 3–5 business days of receipt.
Possible Outcomes:
Approved: Full refund processed to original payment method
Approved with Deduction: Partial refund due to minor issues (see below)
Rejected: Item does not meet eligibility criteria; returned at your expense
Refund Processing Timeline
Orders are typically processed within 48 business hours of payment confirmation. Delivery timelines provided are estimates and may be subject to variation.
When will I receive my refund?
Standard Timeline:
Return shipped to us: 3–7 business days (depending on location)
Inspection completed: 3–5 business days after receipt
Approval/rejection email sent
Refund processed: 5–10 business days to original payment method
Total Expected Time: 15–25 business days from when you ship
Note: International returns may take longer. Processing times depend on customs clearance and payment processor timelines.
How is the refund amount calculated?
Full Refund: You receive 100% of your purchase price if the item is in perfect, unused condition.
Deductions from Refund:
Return shipping cost (unless a defect or error is our responsibility)
Original shipping cost (non-refundable)
Partial wear or minor damage: 10–30% deduction
Significant wear or damage: 40–50% deduction
We inform you of deductions in the approval email before processing your refund.
What if my refund doesn't appear in my account?
Step 1
Check your bank account for 7–10 business days. Processing can take longer depending on your financial institution.
Step 2
If 10 business days have passed, check your email for our refund confirmation with a transaction ID.
Step 3
Contact your bank or payment provider with the transaction ID. Delays are often on their end, not ours.
Step 4
If still unresolved, contact us at support@exaltervachette.in with your order number and transaction ID.
Refunds are secure and trackable. We maintain detailed records of all refund transactions.
Security
All refunds are processed to your original payment method. This protects against fraud and ensures maximum security.
Partial Refunds & Deductions
In some cases, we may issue a partial refund rather than a full refund. Here's when this happens:
Missing or damaged packaging: 5–15% deduction (original presentation is important for resale)
Minor scuffing or handling marks: 20–30% deduction
Delayed return (beyond 30 days): 30–50% deduction
Original tags or documentation missing: 10-20% deduction
Significant wear or damage: 60–70% deduction or rejection
Fair Process: We always communicate the deduction reason and percentage in an email before processing any partial refund. You have 48 hours to dispute the decision.
Exchange Policy
If an item is defective, damaged upon arrival, or you received the wrong product, we offer fast, hassle-free replacements.
When can I exchange an item?
Exchanges are approved for:
Manufacturing defects (e.g., stitching, materials, hardware failure)
Damage during shipping (we cover return & replacement shipping)
Wrong item shipped (our error)
Size or fit issues (with proof of attempt)
Process: Email support@exaltervachette.in with photos and your order number. We approve within 24 hours and ship a replacement immediately.
Do I pay for exchange shipping?
No. For genuine defects or our errors, we cover both return and replacement shipping at no cost to you. A pre-paid return label will be provided.
Speed: Replacements for genuine issues are handled as a priority. Your satisfaction is our priority.
Damaged or Defective Items
We take full responsibility for manufacturing defects and damage during shipping. If you receive a damaged or defective item, here's what to do:
Report Immediately
Contact us within 48–72 hours of receiving your item. Email support@exaltervachette.in with photos/video proof of the defect.
Provide Documentation
Send clear photos or a short video showing the defect. Include your order number and a description of the issue.
Get Replacement or Refund
We approve and ship a replacement immediately at no cost to you, or process a full refund if you prefer.
Our Guarantee: Manufacturing defects are fully covered. We stand behind every product with our 40+ years of craftsmanship heritage.
Cancellation vs. Return: What's the Difference?
Can I cancel my order?
Cancellation is different from returns. You can cancel an order only before it ships.
Cancellation: Order is cancelled before dispatch → Full refund, no questions asked
Return: Order has already shipped → Subject to return policy terms
To cancel: Contact support@exaltervachette.in immediately with your order number. If it hasn't shipped, we'll cancel and refund in full within 2–3 business days.
Note: Once an order ships, it becomes a return, not a cancellation.
See our full Cancellation Policy for more details.
Bulk & Custom Orders
Important Notice: Bulk and custom orders are subject to different terms. Please read carefully.
What is a bulk or custom order?
Bulk Order: 5+ units of the same item
Custom Order: Personalized, made-to-order, or engraved items specific to your requirements
Can I return bulk or custom orders?
No. Bulk and custom orders are final sale and are non-refundable.
Why? These orders require:
Special sourcing and extended production timelines
Custom manufacturing or personalization
30–50% advance payment
Before ordering: Review all specifications carefully. Custom items cannot be canceled or returned once production begins.
Exception: If the item is defective or doesn't match your specifications, we'll replace it at no cost.
What about B2B or wholesale orders?
B2B and wholesale orders follow separate terms and agreements. Contact our B2B team at support@exaltervachette.in for custom return policies.
International Orders & Returns
We ship globally, and our return policy applies to international customers with a few important considerations:
Return Shipping: International customers bear return shipping costs (unless defective/our error)
Duties & Taxes: Non-refundable. You are responsible for import duties and taxes
Delivery Timelines: Vary by country. Allow 7–21 days for international returns
Customs Clearance: Return packages may be subject to customs inspection (time and cost your responsibility)
Insurance: We recommend insuring international returns
Tip for International Customers: Use a trackable, insured shipping method for returns. Customs delays are not our responsibility, but we'll help track your package.
Questions? We're Here to Help
Our support team is dedicated to making the return process as smooth as possible. Reach out with any questions we respond quickly and professionally.
support@exaltervachette.in
+91 98301 53006
+91 98314 91789
4E Tiljala Shibtola Lane Kolkata 700039
Customer First: Need help with a return? Our support team responds quickly and is dedicated to fair, transparent solutions. Your satisfaction matters.