Refund policy

Return & Refund Policy

Effective Date: 19 June 2026

This Return & Refund Policy applies exclusively to purchases made through the official Princess Jewellery online store. Purchases made in our physical retail stores are subject to separate exchange and return conditions available in-store.

This policy is issued by Princess Jewellery s.r.o., 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

In accordance with Directive 2011/83/EU, Directive (EU) 2023/2673 and Sections 1829 et seq. of the Czech Civil Code (Act No. 89/2012 Coll.), consumers have the right to withdraw from the purchase contract within 14 calendar days from the day they or a third party designated by them (other than the carrier) receive the goods.

Customers may exercise this right by using the electronic withdrawal request available through their order (where available) or by contacting us at info@princessjewellery.cz.

Once we receive your request, we will promptly send confirmation that your withdrawal request has been received together with further return instructions.

Return Conditions

Returned goods must:

  • be returned within 14 days after submitting the withdrawal request;

  • be complete and, where reasonably possible, in their original packaging;

  • include any certificates, gift packaging, accessories and accompanying documents originally supplied with the order.

Customers are responsible for the cost of returning the goods unless:

  • the product is defective,

  • the wrong product was delivered,

  • or applicable law provides otherwise.

We recommend using a tracked and insured shipping service.

Returns should be sent to:

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

Product Customisation and Exceptions

The statutory right of withdrawal does not apply, where permitted by applicable law, to products made according to the customer's specifications or clearly personalised.

This includes, but is not limited to:

  • rings resized specifically for the customer;

  • engraved jewellery;

  • custom-designed jewellery;

  • wedding rings manufactured to the customer's requested specifications;

  • jewellery modified according to the customer's individual requirements.

Once production or customisation has begun, these products cannot be cancelled, returned or refunded unless they are defective or otherwise required by applicable consumer protection law.

Refunds

Refunds will be issued using the original payment method within 14 days after:

  • we receive the returned goods, or

  • the customer provides evidence that the goods have been returned,

whichever occurs first, as permitted by applicable law.

If the returned goods show signs of handling beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to reduce the refund proportionately to the diminished value.

Original delivery charges will be refunded up to the cost of the least expensive standard delivery method offered at checkout.

2. Customers Outside the European Union

Customers outside the European Union may request a return within 14 calendar days after receiving their order.

Products must:

  • be unused;

  • be returned in their original packaging;

  • include all accessories, certificates and accompanying documentation.

Customers are responsible for:

  • return shipping costs;

  • customs duties;

  • taxes;

  • insurance;

  • bank charges;

  • currency conversion fees.

Packages should be marked:

"Returned Merchandise – No Commercial Value."

Final Sale

For customers outside the European Union, the following products are considered final sale unless defective:

  • customised products;

  • engraved jewellery;

  • made-to-order jewellery;

  • special orders;

  • personalised wedding rings;

  • sale items where clearly stated.

Restocking Fees (Non-EU Only)

Returns from customers outside the European Union are subject to:

  • 390 CZK for items up to 2,699 CZK;

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

No restocking fee applies where the product is defective or incorrectly supplied.

3. Faulty or Incorrect Products

If you receive a defective, damaged or incorrect item, please notify us within 48 hours after delivery by emailing info@princessjewellery.cz.

Please include photographs together with a description of the issue.

After verification we will arrange, as appropriate:

  • repair;

  • replacement;

  • refund;

including reimbursement of reasonable return shipping costs where applicable.

4. Return Request

To help us process your return quickly, please complete our Return & Exchange Form.

https://docs.google.com/document/d/1vv95a_cdORgfGGn5D66rqQmkQTk4xnFmUj8gUTcNOV8/edit?usp=drive_link

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

When returning goods, please include:

  • the jewellery;

  • the original jewellery box;

  • the purchase receipt or proof of purchase.

5. Contact

Princess Jewellery s.r.o.

Václavské náměstí 793/36

110 00 Prague 1

Czech Republic

Email: info@princessjewellery.cz