Terms of service
Effective from 10 November 2026.
1. Introductory provisions
1.1 These terms and conditions govern purchases in the online shop hanapolivkova.com (the "e-shop") between me as the seller and you as the buyer. Below I write "I" and "you".
1.2 Seller:
- Mgr.art. Hana Beskyd Polívková, a natural person doing business under a trade licence, registered in the Czech Trade Register
- Company ID (IČO): 01934228
- I am a VAT payer, my VAT number is stated on tax documents
- place of business and registered address: Na Pískách 579, 254 01 Jílové u Prahy, Czech Republic
- e-mail: hanapolivkovaeshop@gmail.com
- phone: +420 777 349 436
- showroom: SmetanaQ, Smetanovo nábřeží 4, Prague 1 (1st floor), always by prior arrangement
- studio: Pražská 34, 254 01 Jílové u Prahy, always by prior arrangement
1.3 A consumer is a person who concludes a contract or otherwise deals with the seller outside the scope of their business or independent profession. Provisions that apply only to consumers are marked "(consumer)". All other provisions apply to all buyers.
1.4 The contract is governed by Czech law, in particular Act No. 89/2012 Coll., the Civil Code (the "Civil Code"), and Act No. 634/1992 Coll., on Consumer Protection. This does not affect the protection granted to a consumer by the mandatory provisions of the law of their country (see Art. 10).
1.5 The contract is concluded in Czech or in English.
2. Order and conclusion of the contract
2.1 The e-shop offers handmade jewellery. Handmade production may result in minor differences from the photographs (shade, texture, size). This does not affect your rights arising from defective performance under Art. 7.
2.2 To place an order, add the goods to the cart, fill in your name, delivery address, e-mail and phone number, choose the delivery and payment method, check the summary and submit the order with the button expressly marked as an order with an obligation to pay. You can check and correct the details at any time before submitting.
2.3 The contract is concluded when you receive the e-mail confirming your order (the "Order Confirmation"), which I send automatically after the order is submitted and paid. From that moment we are both bound by the contract.
2.4 I make the jewellery only after it is ordered. I therefore offer only what I can make and deliver, and I confirm orders regardless of stock.
2.5 In the Order Confirmation you will receive a summary of the order, information on the delivery time, these terms and conditions in the version valid at the conclusion of the contract and the model withdrawal form, directly in the body of the e-mail, so that you can keep them unchanged.
2.6 After the contract is concluded, I can terminate it only by agreement with you or by withdrawal on grounds laid down by law, in particular if you materially breach the contract.
2.7 Custom-made jewellery is not ordered through the e-shop, see Art. 6.
3. Prices and payment
3.1 Prices are stated in CZK including VAT. The shipping price is shown at checkout before the order is submitted.
3.2 You can pay via Shopify Payments by payment card (Visa, Mastercard, American Express, Maestro, UnionPay) and by express payments Shop Pay, Apple Pay and Google Pay, or other methods shown at checkout. Separately, I also offer PayPal Express Checkout. The availability of individual methods may depend on country, currency, device and the provider's terms; you will see the specific options at checkout before submitting the order. Payment is made in advance, when ordering. I do not have access to your full card number; payment details are processed by the relevant payment provider.
3.3 For shipments outside the European Union, the price does not include customs duty, import VAT or carrier or customs fees. You pay these.
3.4 You will receive the tax document by e-mail.
4. Delivery of goods
4.1 Goods can be delivered:
- by personal pickup at the showroom in Prague or at the studio in Jílové u Prahy, always by prior arrangement (free of charge),
- by Czech Post as an insured parcel (cenný balík).
4.2 Shipping prices and free shipping thresholds as of the effective date of these terms:
| Country | Price | Free shipping for orders over |
|---|---|---|
| Czech Republic | CZK 180 | CZK 4,000 |
| other EU countries | CZK 400 | CZK 6,000 |
| other countries | CZK 700 | CZK 9,000 |
Current prices are always shown at checkout and on the Shipping options page.
4.3 I make the jewellery only after it is ordered. As a rule, I will deliver the goods within 8 weeks of receipt of the Order Confirmation; production itself usually takes 2 to 6 weeks. The latest agreed delivery time is 12 weeks from receipt of the Order Confirmation and includes production and shipping, also abroad. If a shorter latest delivery date is agreed before the order is submitted, the shorter date applies. For personal pickup, the goods will be ready for collection within the agreed time and I will let you know. For an individual custom order outside the e-shop, the date agreed before concluding the relevant contract applies.
If delivery is prevented because you have not provided necessary cooperation, for example an incorrect address or failure to collect goods properly offered, I am not in delay to the extent that I cannot perform for that reason. Once the obstacle is removed, I will arrange delivery without undue delay. This rule does not exclude my liability for delays caused by me or by the carrier.
I will inform you without undue delay of any impending delay. Changing the agreed date requires your consent; a mere notice of delay does not extend the date.
(consumer) If I do not deliver the goods within the agreed time, you may give me an additional reasonable period. If I do not deliver within that period either, you may withdraw from the contract. You do not have to give an additional period if I refuse to deliver, or if delivery within a certain time was essential given the circumstances at the conclusion of the contract and you informed me of this before the contract was concluded. After withdrawal, I will refund all payments made under the contract without undue delay.
4.4 Please check the parcel on receipt. If the packaging is visibly damaged, I recommend making a report with the carrier and letting me know. Even if you do not check the parcel on receipt or do not make a report, your statutory rights are not affected.
4.5 The risk of damage to the goods passes to you upon receipt of the goods.
4.6 If the parcel cannot be delivered for reasons on your side (e.g. an incorrect address) and is returned, we will agree on sending it again. You pay the cost of re-sending.
4.7 I deliver to the countries you can select at checkout. If your country is not available at checkout, the order cannot be submitted. If the parcel cannot be delivered to the selected country, I will contact you and refund your money.
5. Withdrawal from the contract (consumer)
5.1 (consumer) You have the right to withdraw from the contract within 14 days without giving a reason. The period starts on receipt of the goods. If you bought several items in one order that are delivered separately, it starts on receipt of the last of them.
5.2 (consumer) You only need to state clearly that you are withdrawing. You can
- fill in the online form on the Withdrawal from contract page (the "Withdraw from contract" link is in the website footer and in the Order Confirmation e-mail),
- send an e-mail to hanapolivkovaeshop@gmail.com,
- send a letter to Na Pískách 579, 254 01 Jílové u Prahy, Czech Republic,
- use the model withdrawal form, which is attached to these terms and is also on the Withdrawal from contract page. Using the form 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 in text form (by e-mail) without undue delay.
5.3 (consumer) Send or hand over the goods 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 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.
5.4 (consumer) 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. Free personal pickup is not counted when determining the cheapest delivery method. I will refund the money using the same payment method you used. I will use a different method only with your agreement and at no extra cost to you. I may withhold the refund until I receive the goods back or until you prove that you have sent them.
5.5 (consumer) 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 and does not affect your right. 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 quantify any actual reduction in value according to the condition of the returned goods and may document it, for example, by cleaning or repair costs. I will inform you in advance of any deduction from the refund. It is not an automatic fee.
5.6 (consumer) When withdrawal is not possible. The law (Section 1837 of the Civil Code) excludes withdrawal for goods made to the consumer's specifications or clearly personalised. In my case this concerns custom-made jewellery under Art. 6, which is not ordered through the e-shop. I will always inform you of this in advance.
6. Custom-made jewellery (outside the e-shop)
6.1 I do not sell custom-made jewellery in the e-shop. This means jewellery made to your own design, alterations of existing jewellery, jewellery made from your material or in a size I do not normally offer, and also engraving. I may show and talk about such work on the website, but ordering and sale take place outside the e-shop. We agree by e-mail, phone or in person and conclude a separate contract.
6.2 For custom work, these terms apply only to the extent of Art. 7 and Art. 9 to 12. Price, deadline, any deposit and changes to the brief are agreed separately and I will inform you about them before the contract is concluded.
6.3 For custom work there is no right to withdraw within 14 days (Section 1837 of the Civil Code). I will expressly inform you of this before the contract is concluded. You have the same rights for defective performance as for other goods.
6.4 Jewellery from the e-shop that I make only after your order is not custom work. You have the right to withdraw from such a purchase (Art. 5), even though I make it after the order and even if you choose from the sizes and materials offered.
7. Rights from defective performance (complaints)
7.1 I am responsible for ensuring that the goods, on receipt, have the agreed characteristics, correspond to the description, type, quantity and quality, are fit for the purpose for which they are usually used, are delivered with accessories and packaging, have the usual characteristics including safety and durability that you can reasonably expect, and correspond to the template or sample, if one was provided (Section 2161 of the Civil Code).
7.2 (consumer) As a consumer, you can claim a defect that appears within two years of receipt of the goods. A defect that appears within one year of receipt is presumed to have existed at the time of receipt.
7.3 (consumer) You have the right to have the defect remedied by repair or by delivery of new goods, whichever you choose. I may refuse your choice if it is impossible or would involve disproportionate costs. You have the right to a reasonable price reduction or to withdraw from the contract if I cannot remedy the defect, refuse to remedy it or fail to remedy it within a reasonable time without significant inconvenience, if the defect recurs, or if it is so serious that it justifies an immediate price reduction or withdrawal. You cannot withdraw from the contract for an insignificant defect. Details are set out in Section 2161 et seq. of the Civil Code.
7.4 (consumer) You can make a complaint by e-mail, by letter or in person by prior arrangement at the showroom or studio. Describe the defect, give your contact details and preferably attach photographs. Send or bring the goods. I will issue you a confirmation that the complaint was made. I will settle the complaint within 30 days of its submission at the latest, unless we agree on a longer period. Within that period I will inform you of the outcome, give you a confirmation of the result and, if I reject the complaint, state the reason in writing. If I miss the deadline, you can request a discount or withdraw from the contract. I pay the necessary costs associated with the complaint, including postage.
7.5 If you are a business, rights from defective performance are governed by the general provisions of the Civil Code (Section 2099 et seq.) and provisions 7.2 to 7.4 do not apply to you.
7.6 Normal wear and tear and damage caused by improper handling, for example mechanical damage or exposure to chemicals, are not defects.
8. Gift cards
8.1 You will receive a gift card for CZK 1,000, 2,000, 5,000 or 10,000 by e-mail immediately after payment, or I can hand it over at the showroom or studio by prior arrangement, or send it by post. You redeem the card in the e-shop by entering the code at checkout.
8.2 The card can be used in several purchases; any unused balance remains on the card. If the purchase price exceeds the balance, you pay the difference with another payment method. The card cannot be exchanged for cash.
8.3 The card is valid for 2 years from issue. I will tell you the expiry date when the card is issued. After expiry, the card can no longer be redeemed in the e-shop.
8.4 (consumer) You can withdraw from the purchase of a gift card under Art. 5. If you have not used it at all, I will refund the full price. If it has been partly used, I will refund the unused part.
9. Personal data protection and cookies
I run the e-shop on the Shopify platform, which processes data when you visit and shop. I also use Shopify Network Intelligence: when providing enhanced services, Shopify uses data from this shop together with data from your interactions with other shops and with Shopify. Data is shared with Shopify and other service providers, who may also operate outside the European Economic Area.
Details on purposes, legal bases, recipients and your rights are set out in the Privacy Policy and in Shopify's privacy policy. Accepting these terms is not in itself consent to optional tracking or advertising. You can change your choice at any time via the "Cookie settings" link in the website footer.
10. Customers from other countries
10.1 I deliver to the countries listed at checkout (see Art. 4.7).
10.2 The contract is governed by Czech law. If you are a consumer and I direct my activities to the country of your habitual residence, you do not lose the protection afforded to you by the mandatory provisions of the law of that country (Art. 6 of the Rome I Regulation). This applies whether or not it is an EU country.
10.3 All consumers to whom I sell goods have the right to withdraw under Art. 5, regardless of their country. You pay for the return shipment, including any customs duty and fees.
10.4 For shipments outside the EU, Art. 3.3 applies.
11. Dispute resolution
11.1 I handle complaints at hanapolivkovaeshop@gmail.com.
11.2 (consumer) You have the right to out-of-court dispute resolution. The body for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce), Gorazdova 1969/24, 120 00 Prague 2, information on out-of-court dispute resolution. Compliance with consumer protection regulations is supervised by the Czech Trade Inspection Authority.
12. Final provisions
12.1 I archive the contract for accounting and tax purposes; it is not publicly accessible. You will receive the text of the contract and these terms by e-mail under Art. 2.5.
12.2 The version of the terms valid on the day the order is submitted always applies.
12.3 These terms are effective from 10 November 2026.
Annex: Model withdrawal form
Download the model withdrawal form (PDF). Using it is optional. You can also withdraw using the online form or by e-mail to hanapolivkovaeshop@gmail.com.