Refund policy

Effective Date: 01.01.2020.

This Return and Refund Policy applies exclusively to purchases made online through the official Princess Jewellery e-commerce platform. For purchases made in our physical retail locations (Václavské náměstí and Westfield Chodov), different return and exchange conditions apply, which are available upon request 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 Praha 1, Czech Republic, entered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 85423.

This policy distinguishes between customers based in the European Union and non-EU customers, in accordance with Directive 2011/83/EU, the Czech Civil Code (Act No. 89/2012 Coll.), and international consumer protection practices.

1. EU Customers

Right of Withdrawal

In accordance with Section 1829 et seq. of Act No. 89/2012 Coll., the Civil Code, and Directive 2011/83/EU, customers based in the European Union have the right to withdraw from the purchase contract within 14 calendar days from the day on which they or a third party (other than the carrier) physically takes possession of the goods.

To exercise the right of withdrawal, the customer must notify us via email at info@princessjewellery.cz within the aforementioned period. Upon request, we will provide a standard withdrawal form and return instructions.

Conditions for Return

  • Goods must be returned unused, unworn, and in their original packaging, including all accessories, certificates, and branded boxes.

  • Returns must be made without undue delay and no later than 14 days after notifying withdrawal.

  • The customer bears the cost of return shipping, except where the goods are defective or delivered in error.

  • The return parcel must be sent to:
    Princess Jewellery s.r.o.
    Václavské náměstí 793/36
    110 00 Praha 1
    Czech Republic

We recommend using a tracked and insured service. The risk of loss or damage lies with the customer until received by Princess Jewellery s.r.o.

Exclusions from Withdrawal

Pursuant to Section 1837 of the Civil Code, the right of withdrawal does not apply to:

  • Goods made to the consumer’s specification or clearly personalized (e.g., rings resized to a specific customer size)

  • Goods that are unsealed and not suitable for return for hygienic reasons

  • Goods that have been used beyond standard examination (i.e., more than would be permitted in a physical store)

Refunds

  • Refunds will be processed to the original payment method within 14 days of receipt and inspection of the returned goods.

  • We reserve the right to deduct compensation for any reduction in value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods.

  • The original delivery cost will be refunded only up to the amount of the standard delivery method offered at the time of purchase.

2. Non-EU Customers

Customers outside the European Union may also return goods within 14 calendar days of receiving their order, subject to the following terms:

Return Conditions

  • Returns must be reported in writing to info@princessjewellery.cz within 14 days of receipt.

  • Goods must be returned unused, in original packaging, and with all accompanying documents and materials.

  • The customer is responsible for all return shipping costs, insurance, customs duties, and any bank or currency conversion fees.

  • Packages must be clearly marked as “Returned Merchandise – No Commercial Value” to avoid customs delays or charges.

Final Sale Items:
Sale items, custom pieces, and special orders purchased by customers outside the EU are considered final sale and cannot be returned or exchanged, unless faulty or delivered in error.

Restocking Fees

For non-EU returns, the following restocking fees apply to cover handling, inspection, and processing:

  • 390 CZK for items with a value up to 2,699 CZK

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

The restocking fee will be deducted from the refund amount. These fees do not apply in cases of defective or wrongly delivered items.

Refunds

Refunds will be issued to the original payment method within 14 days of receiving and inspecting the returned goods. Refunds do not include any shipping, customs, or banking charges paid by the customer.

3. Faulty, Damaged or Incorrect Items

If you receive a defective or incorrect item, you must notify us in writing within 48 hours of delivery. Please include photographic evidence and a clear description of the issue.

Upon verification, we will arrange for a replacement, repair, or full refund, including return shipping costs.

4. Required Return Form

All returns must include a completed Return & Exchange Form, which can be requested from info@princessjewellery.cz or downloaded from here. This form must be printed, filled out, signed, and included inside the return package.

Returns without the completed form may result in delays or inability to process the refund.

5. Contact

For all return inquiries, contact:

Princess Jewellery s.r.o.
Václavské náměstí 793/36
110 00 Praha 1
Czech Republic
info@princessjewellery.cz