Refund policy
Our goal is always your satisfaction and joy from your new jewellery. However it can happen, that you wish to return your purchase.
When shopping online, you have the right to withdraw from the contract within 14 days of receiving the goods. However, there are exceptions described below.
Conditions
You can return the purchased goods within 14 days of receipt.
The goods must be unworn, unused, and undamaged, in their original packaging, and with the provided certificate, if applicable.
Do not accept damaged shipments. The carrier is responsible for any damage that occurs during transport, and shipments are insured.
Procedure
If you want to return the goods, write to us at: hanapolivkovaeshop@gmail.com
Pack the goods back in the shipping packaging in which they arrived.
You can bring the package in person to our showroom or send it via Czech Post. If you send the package, do not forget to insure it for the value of the goods.
1st floor, Smetanovo nábřeží 4, Prague 1.
Wednesday, Thursday, Friday – from 13:00 to 19:00
Saturday – from 11:00 to 18:00 or by prior arrangement
Czech Post – valuable letter in own hands
In case of withdrawal from the contract, the sender pays for postage.
We will refund the full price including postage.
Complaints Procedure
The complaints procedure is part of the general terms and conditions of this e-shop. The full wording of the terms and conditions can be found here:
Complaints are covered in section no. 6, the wording of which you can also read below:
Complaints Procedure
6.1 The Operator is liable to the Consumer that the Goods are free from defects upon receipt.
6.2 If the Goods contain defects, the Consumer has the right to request the delivery of new Goods without defects, unless it is unreasonable due to the nature of the defect; if the defect only concerns a part of the Goods, the Consumer may only request the replacement of that part; if this is not possible, the Consumer has the right to withdraw from the Purchase Agreement.
6.3 The Consumer has the right to request the delivery of new Goods or the replacement of a part even in the case of a removable defect, if the Consumer cannot properly use the Goods due to repeated occurrence of the defect after repair or due to a larger number of defects. In this case, the Consumer has the right to withdraw from the Purchase Agreement.
6.4 If the Consumer does not withdraw from the Purchase Agreement or does not exercise the right to deliver new Goods without defects, or to replace a part of them or to repair the Goods, the Consumer may request a reasonable discount. The Consumer has the right to a reasonable discount even if the Operator cannot deliver new Goods without defects, replace a part of them, or repair the Goods, as well as if the Operator fails to remedy within a reasonable time or if the remedy would cause significant inconvenience to the Consumer.
6.5 The right arising from defective performance does not belong to the Consumer if the Consumer knew before receiving the Goods that the Goods had a defect, or if the Consumer caused the defect themselves.
6.6 The Operator’s liability for defects in the Goods does not apply to wear and tear caused by normal use, for Goods sold at a lower purchase price due to a defect for which the lower price was agreed, for used Goods to the extent of the defect corresponding to the level of use or wear the Goods had at the time of receipt by the Consumer, or if it arises from the nature of the Goods.
6.7 If a warranty is provided for the Goods, the Consumer has the right to exercise liability for defects within the warranty period.
6.8 Upon the Consumer’s request, the Operator is obliged to provide the Consumer with a warranty card. If the nature of the Goods allows, it is sufficient to issue the Consumer a proof of purchase of the Goods containing the same data as a warranty card instead of a warranty card. The warranty card must contain the name and surname, name or business name, ID number, and address of the Operator.
6.9 Complaints about the Goods, including the removal of defects, must be resolved without undue delay, no later than 30 days from the date of the complaint, unless the Operator agrees with the Consumer on a longer period. After this period, the Consumer has the same rights as if it were a substantial breach of the Contract.
6.10 The period for resolving a complaint is suspended if the Operator has not received all the documents necessary for resolving the complaint, until such documents are provided.
6.11 The Operator or an authorized entity will invite the Consumer to collect the repaired Goods after the complaint has been properly resolved.
6.12 The right to exercise rights arising from defects in the Goods ceases in case of unprofessional assembly or unprofessional commissioning of the Goods, as well as in case of unprofessional handling, i.e., especially when using the Goods in conditions that do not correspond to the parameters specified in the documentation for the Goods.