Refund policy

Effective from 10 November 2026. The full text is in the terms and conditions, Art. 5 and 7.

Withdrawal from the contract within 14 days (consumer)

As a consumer, you can withdraw from the contract within 14 days of receiving the goods, without giving a reason. If you bought several items in one order that are delivered separately, the period starts on receipt of the last of them.

How to withdraw. You only need to state clearly that you are withdrawing:

• using the online form on the Withdrawal from contract page,
• by e-mail to hanapolivkovaeshop@gmail.com,
• by letter to Na Pískách 579, 254 01 Jílové u Prahy, Czech Republic,
• or using the model withdrawal form. Using it is optional.

The deadline is met if you send the withdrawal no later than on the last day of the period. I will confirm receipt of your withdrawal by e-mail without undue delay.

How to return the goods. Send or hand over the jewellery to me no later than 14 days after withdrawal, to Na Pískách 579, 254 01 Jílové u Prahy, Czech Republic, or in person by prior arrangement at the showroom in Prague (SmetanaQ, Smetanovo nábřeží 4) or at the studio in Jílové u Prahy (Pražská 34). You bear the cost of returning the goods. I recommend insuring the parcel, for example as an insured parcel. You bear the risk of damage during the return shipment.

Refunds. Without undue delay, and no later than 14 days after withdrawal, I will refund all money I received from you, including delivery costs. If you chose a delivery method other than the cheapest one offered, I will refund delivery costs up to the amount of the cheapest one. I will refund the money using the same payment method you used. I may withhold the refund until I receive the goods back or until you prove that you have sent them.

Try it, but please do not wear it. You can examine and try the jewellery at home just as you would in a shop. Please do not wear it outside the home, at events or for longer than necessary to get to know it, and do not expose it to water, cosmetics or perfume. I recommend returning it in its original packaging with the certificates, but this is not a condition of withdrawal. You are liable only for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics. I will inform you in advance of any deduction from the refund. It is not an automatic fee.

When withdrawal is not possible. The law excludes withdrawal for goods made to the consumer's specifications or clearly personalised. In my case this concerns custom-made jewellery, which is not ordered through the e-shop (including engraving). I will always inform you of this before the contract is concluded. Jewellery from the e-shop that I make only after your order is not custom work and you have the right to withdraw from its purchase.

Customers from other countries. All consumers to whom I sell goods have the right to withdraw within 14 days, regardless of their country. You pay for the return shipment, including any customs duty and fees.

Complaints about defects

If the jewellery has a defect you did not expect, write to me at hanapolivkovaeshop@gmail.com, describe the defect and preferably attach photographs. As a consumer, you can claim a defect that appears within two years of receipt. I will settle the complaint within 30 days at the latest, unless we agree on a longer period. I pay the necessary costs associated with the complaint, including postage. Details are in Art. 7 of the terms and conditions.

Gift cards

You can withdraw from the purchase of a gift card just as from other goods. If you have not used it, I will refund the full price. If it has been partly used, I will refund the unused part.

Contact

Mgr.art. Hana Beskyd Polívková, Na Pískách 579, 254 01 Jílové u Prahy, Czech Republic, hanapolivkovaeshop@gmail.com, +420 777 349 436