Warranty & Complaints

At Princess Jewellery, we take pride in the quality and craftsmanship of our jewellery. Every piece is carefully selected or created with attention to detail, and we are committed to helping our customers if a product does not meet the required standards.

All consumers purchasing jewellery from Princess Jewellery benefit from statutory rights relating to defective goods under applicable Czech and European Union consumer protection laws.

1. Your Statutory Rights — Two Years

Under the Czech Civil Code (Act No. 89/2012 Coll.), consumers may generally report defects that become apparent within two years of receiving the jewellery, subject to applicable legal conditions.

These statutory rights apply to eligible purchases made both online and in our physical boutiques.

The statutory two-year period is not the same as a separate commercial warranty. Your rights arise directly from applicable law and do not depend on purchasing additional warranty protection.

Where a defect becomes apparent within one year of receipt, it is generally presumed to have existed at the time of receipt unless the nature of the goods or defect makes that presumption incompatible.

2. What Is Covered?

Statutory rights relating to defective goods may apply where jewellery does not meet the agreed or legally required quality, characteristics, functionality or durability.

Examples of potentially covered defects include:

  • Manufacturing defects in materials or workmanship.

  • Faulty clasps, joints or other components resulting from a defect.

  • Gemstones that become loose or fall out because of defective settings.

  • Structural defects that were present when the jewellery was delivered, even if they become apparent later.

  • Other failures to meet the requirements of the purchase contract.

Each complaint is assessed individually, taking into account the nature of the defect, the jewellery's characteristics and the circumstances of its use.

3. What Is Generally Not Covered?

Statutory rights do not generally cover damage caused solely by circumstances occurring after delivery that are not attributable to a defect for which the seller is responsible.

Examples may include:

  • Scratches and surface changes resulting from ordinary wear.

  • Damage caused by strong impacts, excessive force or accidental breakage.

  • Damage caused by improper handling or unsuitable cleaning products.

  • Loss of stones caused solely by external impact or mechanical damage.

  • Natural wear of plating or other surface finishes consistent with the product's characteristics and normal use.

  • Damage directly caused by unsuitable repairs or modifications carried out by third parties.

However, these circumstances do not automatically justify rejecting a complaint. Each case must be assessed individually in accordance with applicable law.

A third-party repair does not, by itself, eliminate all statutory rights relating to unrelated defects.

4. How to Submit a Complaint

If you believe your jewellery has a defect, you can contact Princess Jewellery using either of the following options.

Option 1 — Visit a Boutique

Bring your jewellery to one of our Prague boutiques:

  • Václavské náměstí 28

  • Westfield Chodov

  • Westfield Černý Most

Option 2 — Contact Us Before Shipping

Email info@princessjewellery.cz with your order number, a description of the problem and, where possible, photographs.

Our team will provide instructions for submitting the jewellery for assessment.

We recommend using a tracked and appropriately insured shipping method when sending valuable jewellery.

Complaint Form

You can use our complaint form to provide the information needed to assess your request.

Download the Warranty & Complaint Form

Using the form helps us process your complaint efficiently, but it is not a mandatory condition for exercising your statutory rights.

Please provide proof of purchase where available. This may include a receipt, invoice, order confirmation or other suitable evidence.

5. Complaint Assessment and Resolution

Once your complaint has been submitted, we will assess the reported defect in accordance with applicable consumer protection legislation.

Depending on the circumstances and legal requirements, available remedies may include:

  • Repair of the jewellery.

  • Replacement with a defect-free item.

  • An appropriate reduction in the purchase price.

  • Withdrawal from the purchase contract and a refund, where legally justified.

The available remedy depends on the nature and seriousness of the defect and the conditions established by applicable law.

Where required, we will provide written confirmation of the complaint and its resolution.

6. Complaint Handling Time

Consumer complaints are handled without undue delay.

Under Czech consumer protection law, complaints, including the removal of defects, must generally be resolved and the consumer informed within 30 days, unless a longer period is expressly agreed.

If a complaint cannot be resolved within the applicable period, the consumer may exercise the remedies provided by law.

7. Shipping and Complaint Costs

Customers may initially need to arrange delivery of the jewellery to us for assessment.

If a complaint is justified, consumers are entitled to reimbursement of reasonably incurred costs associated with exercising their statutory rights, in accordance with applicable law.

Princess Jewellery will not automatically charge customers for return delivery of jewellery following a justified complaint.

If a complaint is not justified, any proposed paid repair or additional service will be discussed with the customer before proceeding.

8. Lifetime Jewellery Service

In addition to statutory consumer rights, Princess Jewellery offers a Lifetime Jewellery Service for eligible jewellery.

Depending on the jewellery's materials, construction and condition, services may include:

  • Jewellery cleaning and inspection.

  • Polishing and surface restoration.

  • Checking gemstone settings and clasps.

  • Rhodium plating or gold replating.

  • Ring resizing and selected repairs.

The availability, pricing and conditions of individual services may vary.

Our Lifetime Jewellery Service is a separate customer benefit and does not replace, reduce or restrict statutory rights relating to defective goods.

9. Jewellery Care

Proper jewellery care can help preserve its appearance and reduce avoidable damage.

We recommend removing jewellery before swimming, exercising, cleaning or activities involving a risk of impact.

For detailed recommendations on caring for gold, silver, diamonds, gemstones and plated jewellery, please consult our Jewellery Care Guide.

Failure to follow a particular care recommendation does not automatically eliminate statutory consumer rights. Any alleged damage or defect must be assessed in accordance with applicable law.

10. EU Legal Guarantee of Conformity

Under European Union and Czech consumer protection legislation, consumers benefit from statutory rights concerning defective goods.

Consumers in the European Union are entitled to a minimum two-year legal guarantee of conformity. These rights are provided by law and are independent of any additional voluntary services offered by Princess Jewellery, including our Lifetime Jewellery Service.

In accordance with Directive (EU) 2024/825 and Commission Implementing Regulation (EU) 2025/1960, the official EU harmonised legal guarantee notice informs consumers about their statutory rights.

The official notice provides a standardised reminder of consumers' statutory guarantee rights throughout the European Union.

These rights exist independently of any additional commercial guarantee or voluntary service offered by Princess Jewellery.

For further information about complaints, repairs, replacements and other available remedies, please refer to the sections above and our Terms & Conditions.

Additional information about consumer rights in the European Union is available at:

https://europa.eu/youreurope

11. Contact Information

If you have questions about a complaint, jewellery repair or your statutory rights, please contact us.

Princess Jewellery s.r.o.

Václavské náměstí 785/28
Nové Město, 110 00 Prague 1
Czech Republic

Company ID (IČO): 26488752
Email: info@princessjewellery.cz
Phone: +420 603 338 972

Princess Jewellery – Jewellery That Says It for You.