Returns, exchanges and complaints

If you ordered the wrong product, email us at ahoj@vcelobal.sk with your order number. If the order hasn't shipped yet, we'll exchange the product for you without a problem. If the item has already shipped, you can send the product back to us with a request for exchange.

If you're not happy with a product you've already started using, let us know and we'll try to find a solution together.

If you buy any product from us and don't like it, you can send it back to us unused within 14 calendar days. The product must be complete, undamaged, unused, in its original packaging, and suitable for resale. The customer bears the cost of returning the goods. Please include the completed Goods Return Form (download by clicking this link) in the shipment.

Email us at ahoj@vcelobal.sk and we'll be happy to help you.

Sometimes, we make mistakes in the whole process; we aren't machines, and sometimes not even bees. We know you were really looking forward to your chosen product, so please email us at ahoj@vcelobal.sk with your order number, a description, and a photo of the shipment. In the email subject, write "Damaged product and order number." We'll get back to you as soon as possible and promptly send you the correct or missing product at our expense ❤️. Or we'll refund your money.

Leave the hassle with the courier company to us. In such a case, email us as soon as possible at ahoj@vcelobal.sk with your order number, a description, and a photo of the damage. If the defect can be removed, it will be removed free of charge and in a timely manner at our expense. If the defect cannot be removed, we will send you a new product.

The buyer has the right to withdraw from the contract within 14 days from the day of receiving the goods, even without stating a reason. You can return products in the following way: Print and fill out the Withdrawal from Purchase Agreement form. You'll find the necessary details to fill it out on your invoice. Return the goods to their original condition (ideally pack them in their original packaging) and wrap them carefully to prevent damage during transport. Mark the shipment "Return within 14 days WaxoPack." Include the signed withdrawal from the purchase agreement and the invoice in the shipment. Send the goods to the address (personal returns are not possible at this address): Včelobal, Na barine 2978/15 841 03 Bratislava-Lamač

The money will be transferred to your bank account within 14 days at the latest from the date of exercising your right to withdraw from the purchase agreement, but not sooner than the returned goods are delivered to our headquarters (or until you prove that the returned goods have already been sent to us). The costs of returning the goods in this case are borne by the buyer.