Refund policy

Effective Date: 19 October 2026

This Return & Refund Policy applies to purchases made through the official Princess Jewellery online store.

Purchases made directly in our physical boutiques are subject to separate in-store exchange and return conditions. This does not affect customers' statutory rights regarding defective or non-conforming goods.

This policy is issued by Princess Jewellery s.r.o., Company ID (IČO): 26488752, with its registered office at Václavské náměstí 793/36, Nové Město, 110 00 Prague 1, Czech Republic.

1. Customers within the European Union

Right of Withdrawal – 14 Days

In accordance with Directive 2011/83/EU and Sections 1829 et seq. of the Czech Civil Code (Act No. 89/2012 Coll.), consumers have the right to withdraw from an eligible online purchase within 14 calendar days, without providing a reason.

The withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, receives the goods.

Where multiple goods are delivered separately under one order, the withdrawal period generally begins upon receipt of the final item.

To exercise this right, customers must notify us of their decision to withdraw before the withdrawal period expires.

Withdrawal requests may be submitted:

We will acknowledge receipt of the withdrawal request and provide return instructions.

Customers do not need to provide a reason for withdrawal.

Return Conditions

Following notification of withdrawal, customers must send the goods back without undue delay and no later than 14 days after communicating their decision to withdraw.

We ask customers to return jewellery:

  • Complete, including all components originally supplied

  • With any certificates and accompanying documentation

  • With the original jewellery box, packaging and accessories, where reasonably possible

  • Properly packaged to prevent damage during transport

Customers may inspect and try on jewellery to the extent reasonably necessary to establish its nature, characteristics and functioning, as they would in a physical store.

If jewellery has been handled beyond what is necessary for this purpose, the customer may be responsible for any resulting reduction in its value.

Missing original packaging alone does not automatically invalidate the statutory right of withdrawal.

Return Shipping

For standard withdrawals, customers are responsible for the direct cost of returning the goods.

We recommend using a tracked and adequately insured shipping service, particularly for valuable jewellery.

Where goods are defective, incorrectly supplied or otherwise subject to statutory remedies, return shipping costs will be handled in accordance with applicable consumer protection law.

Returns should be sent to:

Princess Jewellery s.r.o.
Václavské náměstí 793/36
110 00 Prague 1
Czech Republic

Please include your order number or other information allowing us to identify the purchase.

2. Wedding Rings and Made-to-Order Jewellery

Standard Wedding Rings

Wedding rings ordered through our online store in standard designs and standard sizes are generally eligible for the statutory 14-day right of withdrawal.

This applies even where the rings are manufactured after the order is placed.

Selecting a standard ring size from our available size options does not, by itself, constitute individual personalisation.

The same principle applies to other jewellery ordered using standard product options, unless a statutory exception applies.

Customised and Personalised Jewellery

Under Section 1837 of the Czech Civil Code, the statutory right of withdrawal does not apply to goods manufactured according to the customer's individual specifications or clearly personalised at their request.

Where the legal conditions for this exception are met, the following may be excluded from the 14-day withdrawal right:

  • Engraved jewellery: Rings, bracelets, necklaces or other jewellery personalised with names, initials, dates, messages or individual engravings.

  • Individually resized jewellery: Jewellery specifically altered to measurements outside the standard product options.

  • Custom chain or bracelet lengths: Jewellery individually shortened, extended or modified according to special customer measurements.

  • Custom-made wedding rings: Rings manufactured with individually specified dimensions, designs or other bespoke characteristics.

  • Bespoke jewellery: Pieces created according to individual customer designs, drawings or unique specifications.

  • Special plating and finishes: Jewellery individually modified with gold plating, rhodium plating or other finishes specifically requested outside the standard product offering.

  • Other personalised modifications: Jewellery individually manufactured or substantially altered according to the customer's unique requirements.

The exclusion applies only when the specific product meets the legal definition of goods made to the customer's specifications or clearly personalised.

Selecting standard product variants, including standard sizes, colours, lengths or finishes, does not automatically remove the right of withdrawal.

Express Production

Princess Jewellery offers express production for selected jewellery.

Express production alone does not remove the statutory right of withdrawal.

Where an order also includes qualifying individual personalisation or customisation, the product may be excluded from withdrawal on that separate legal basis.

Any treatment of express-production service charges following withdrawal will comply with applicable consumer law and the terms expressly agreed with the customer before purchase.

Cancellation of Custom Orders

For jewellery that qualifies as individually customised or clearly personalised, the statutory 14-day withdrawal right does not apply.

Customers wishing to cancel such an order should contact us as soon as possible.

Any cancellation, modification or refund offered outside statutory requirements is subject to individual agreement with Princess Jewellery.

Important: None of these exceptions limits the customer's statutory rights if the jewellery is defective, incorrectly supplied or does not conform to the purchase contract.

3. Refunds

For valid statutory withdrawals, refunds will be processed without undue delay and no later than 14 days after we are informed of the customer's decision to withdraw.

We may withhold reimbursement until:

  • We have received the returned goods, or

  • The customer provides evidence that the goods have been sent back,

whichever occurs first.

Refunds will be made using the original payment method unless the customer expressly agrees otherwise. No additional refund processing fee will be charged.

The refund will include:

  • The purchase price of the returned goods

  • The original standard delivery charges, where reimbursement is required by law

If the customer selected a more expensive delivery option than the least expensive standard delivery method offered, the additional delivery cost is not required to be refunded.

For partial returns, delivery charges will be handled in accordance with applicable law.

Where the returned jewellery has diminished in value due to handling beyond what was necessary to inspect it, we may make an appropriate deduction as permitted by law.

4. Customers Outside the European Union

For customers residing outside the European Union, Princess Jewellery voluntarily offers a return period of 14 calendar days from delivery, subject to the conditions below and any mandatory consumer rights applicable in the customer's country.

Customers wishing to return an eligible product must contact us within this period.

Returned products must:

  • Be unused and in their original condition

  • Be complete, including all accessories and certificates

  • Be returned with their original packaging where possible

  • Be securely packaged for international shipping

International Return Costs

Unless applicable law provides otherwise, customers are responsible for:

  • Return shipping costs

  • Shipping insurance

  • Customs duties and import charges

  • Non-refundable taxes

  • Bank charges and currency conversion costs

Customers should accurately declare returned merchandise for customs purposes and identify the shipment as a return of previously purchased goods. Customs documentation must reflect the true nature and value of the goods.

Any import duties or taxes originally paid to authorities or third parties are not automatically refundable by Princess Jewellery.

Non-Returnable Products

Under our voluntary non-EU return policy, the following products are not eligible for change-of-mind returns unless otherwise required by applicable law:

  • Custom-made jewellery

  • Engraved or personalised jewellery

  • Individually modified jewellery

  • Bespoke wedding rings

  • Special orders made to unique customer specifications

  • Sale items clearly identified as final sale before purchase

Restocking Fees – Non-EU Returns Only

For voluntary returns from outside the European Union, the following restocking fees apply:

  • 390 CZK for returned items valued up to 2,699 CZK

  • 15% of the product value for returned items valued at 2,700 CZK or more

These fees do not apply to EU statutory withdrawals.

No restocking fee will be charged where the return concerns defective or incorrectly supplied goods and applicable law entitles the customer to a remedy.

Refunds for eligible voluntary non-EU returns will normally be processed after the returned goods have been received and inspected.

These conditions do not override mandatory consumer protection laws that may apply to international customers.

5. Defective, Damaged or Incorrect Products

Princess Jewellery is committed to ensuring that every piece of jewellery meets our quality standards.

If a customer receives a defective, damaged or incorrect product, they should contact us at:

info@princessjewellery.cz

We recommend notifying us as soon as possible after discovering the issue.

Customers are encouraged to provide:

  • Their order number

  • A description of the issue

  • Photographs showing the defect, damage or incorrect product, where available

Prompt notification and photographs help us resolve issues efficiently. However, failure to report a defect within 48 hours does not remove statutory consumer rights.

Statutory Rights Regarding Defective Goods

Under applicable Czech consumer protection law, consumers may exercise their statutory rights regarding defects that existed when the goods were received and become apparent within two years of delivery.

Depending on the circumstances and applicable law, remedies may include:

  • Repair

  • Replacement

  • An appropriate price reduction

  • Withdrawal from the purchase contract and a refund

The appropriate remedy depends on the nature of the defect and the applicable statutory conditions.

Where a complaint is justified, necessary and reasonable costs associated with exercising statutory rights will be reimbursed as required by law.

Consumer complaints will be handled within the statutory deadlines. Under Czech law, this is generally within 30 days unless a longer period is agreed with the consumer.

Customers will receive the legally required confirmation of their complaint and its resolution.

Statutory rights apply to qualifying customised and personalised jewellery as well as standard products.

6. Return & Exchange Requests

To help us process requests efficiently, customers may complete our:

Return & Exchange Form

The form may be submitted electronically by email and does not need to be printed.

Use of this form is optional for exercising statutory withdrawal or complaint rights. Customers may also contact us directly by email or another legally valid method.

When returning jewellery, please include, where available:

  • The jewellery being returned

  • The original jewellery box

  • The purchase receipt, order confirmation or another proof of purchase

  • Any certificates and accessories supplied with the item

We recommend contacting our customer service team before shipping the return so that we can provide the appropriate instructions.

7. In-Store Purchases

This policy primarily governs purchases made through the official Princess Jewellery online store.

Purchases completed directly at our physical boutiques are not subject to the statutory 14-day distance-selling withdrawal right solely because the customer changes their mind.

Voluntary in-store exchanges or other goodwill arrangements are governed by the conditions communicated at the time of purchase.

Customers retain all statutory rights regarding defective or non-conforming goods.

Orders placed online and collected at a boutique remain subject to the rules applicable to distance contracts where the purchase contract was concluded online.

8. Legal Guarantee and Lifetime Service

Princess Jewellery respects all statutory consumer rights relating to defective and non-conforming goods.

The official EU Harmonised Notice of the Legal Guarantee of Conformity provides additional information about consumers' statutory rights.

View the EU Legal Guarantee Notice

Princess Jewellery also offers lifetime jewellery service on eligible products, subject to the applicable service conditions.

Lifetime service is an additional after-sales benefit and does not replace, restrict or extend the statutory legal rights of consumers unless expressly stated in a separate applicable guarantee.

9. Contact Information

For questions about returns, refunds, exchanges, customisation or statutory complaints, please contact:

Princess Jewellery s.r.o.

Václavské náměstí 793/36
Nové Město
110 00 Prague 1
Czech Republic

Company ID (IČO): 26488752

Email: info@princessjewellery.cz

Our customer service team will be happy to assist you.

This policy does not exclude or restrict any mandatory consumer rights under applicable law. Where a provision conflicts with mandatory consumer protection legislation, the applicable statutory rules prevail.