RETURNS & REFUND POLICY

Last updated: 14 July 2026

We want you to feel completely comfortable when purchasing a piece by Sylvie Majerová. This Returns & Refund Policy explains your rights when returning products purchased through sylviemajerova.cz or sylviemajerova.com.

1. Right to withdraw from an online purchase

If you are purchasing as a consumer, you generally have the right to withdraw from your online purchase without giving a reason within 14 days.

The withdrawal period expires 14 days after the day on which you, or a person designated by you other than the carrier, receives the product.

If products from one order are delivered separately, the withdrawal period begins when you receive the final product from that order.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires.

Please contact us at:

Sylvie Majerová
Pod Kapradí 102
517 43 Potštejn
Czech Republic

Email: sylviemajerova@seznam.cz
Telephone: +420 777 240 219

Your message should include:

• your full name;

• your order number;

• identification of the product you wish to return; and

• a clear statement that you wish to withdraw from the purchase contract.

You may use the model withdrawal form provided at the end of this Policy, but its use is not mandatory.

2. Products that cannot be returned

The statutory right of withdrawal does not apply to products that have been made according to your individual specifications or are clearly personalised.

This may include:

• jewellery engraved with names, initials, dates or individual text;

• jewellery created according to an individually approved design;

• pieces made using a gemstone, material, finish or design modification selected specifically for you;

• rings manufactured or permanently resized specifically to your requested size where they were not offered as ready-made stock products in that size;

• products permanently modified at your request; and

• other genuinely bespoke or personalised pieces.

Where the right of withdrawal does not apply, this will be clearly stated on the product page, during the customisation process, in an individual quotation or in the order confirmation before the purchase is completed.

A product is not automatically excluded from return merely because it is handmade, made in a small series or produced after the order is placed. The exclusion applies only where the product is genuinely made or permanently modified according to your individual choices or specifications.

A ready-made one-of-a-kind piece purchased in the size and condition in which it was offered may normally be returned under the standard withdrawal rules, provided it has not subsequently been altered or personalised for you.

The exclusion from the right of withdrawal does not affect your rights if a personalised or bespoke product is defective, damaged or does not correspond to the agreed specification.

3. How to return a product

After notifying us of your decision to withdraw, you must send the product back without undue delay and no later than 14 days after the date on which you notified us.

Unless we provide you with a different return address, please send returns to:

Sylvie Majerová
Pod Kapradí 102
517 43 Potštejn
Czech Republic

Before sending a valuable piece of jewellery, please contact us at sylviemajerova@seznam.cz so that we can confirm the return instructions.

The returned product should include, where supplied:

• its original jewellery box or protective packaging;

• its certificate of authenticity;

• any accompanying accessories; and

• your name and order number.

Products must be packaged securely to prevent loss or damage during transport.

We strongly recommend using an insured and trackable delivery service appropriate to the value of the jewellery. Please retain your proof of postage until the return has been completed.

Do not return jewellery by ordinary untracked letter post.

4. Return shipping costs

You are responsible for the direct cost of returning a product when exercising the 14-day right of withdrawal.

Original delivery costs are refunded as described in Section 7 below.

If a product is returned because it is defective, damaged or does not correspond to the order, we will cover the reasonable and necessary return shipping costs once the complaint has been accepted.

Please contact us before returning a defective or incorrectly delivered product so that we can provide appropriate instructions.

5. Condition of returned products

You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition, in the same way that you would normally be permitted to inspect it in a physical shop.

You are responsible for any reduction in the product’s value caused by handling beyond what is necessary for such inspection.

In particular, please ensure that jewellery:

• has not been worn beyond a reasonable initial fitting;

• is not scratched, damaged, bent or otherwise altered;

• has not been resized, engraved, repaired or modified;

• has not been exposed to cosmetics, perfumes, chemicals or inappropriate cleaning products; and

• is returned with any certificate or accessory supplied with it.

A product does not need to be returned in completely unopened gift packaging for the right of withdrawal to apply. However, missing or materially damaged packaging, certificates or accessories may be taken into account if their absence demonstrably reduces the product’s value.

We do not charge a general restocking or administrative fee for exercising the statutory right of withdrawal.

6. Inspection of the return

We will inspect the returned product after receiving it.

We will contact you if:

• the returned parcel does not contain the expected product;

• the product has been materially damaged or modified;

• any supplied certificate or essential accessory is missing; or

• the product shows signs of handling beyond what is reasonably necessary to inspect it.

Any deduction from the refund due to diminished value will be reasonable, proportionate and based on the actual condition of the returned product.

We will not refuse a statutory withdrawal merely because the product has been unpacked or reasonably tried on.

7. Refunds following withdrawal

If you validly withdraw from the purchase contract, we will refund:

• the price paid for the returned product; and

• the cost of the least expensive standard delivery method that we offered for the original order.

If you selected express, priority or another more expensive delivery method, we are not required to refund the additional amount exceeding the cost of our least expensive standard delivery method.

The direct cost of returning the product is not refunded unless the product was defective, damaged or incorrectly delivered.

We will issue the refund without undue delay and no later than 14 days after receiving your notice of withdrawal.

We may withhold the refund until:

• we receive the returned product; or

• you provide evidence that the product has been sent back,

whichever occurs first.

The refund will be made using the same payment method used for the original transaction unless you expressly agree to a different method.

You will not be charged an additional fee by us for receiving the refund. However, your bank or payment provider may apply its own currency conversion rate or transaction conditions.

8. Partial returns

If you return only part of an order containing several products, we will refund the price of the returned products.

The original delivery charge will be refunded only to the extent required by applicable law. Where the delivery cost would have been the same if only the retained products had been ordered, the original delivery cost may not be refundable.

9. Order cancellations before dispatch

Please contact us as soon as possible if you wish to cancel an order before it has been dispatched.

Where the order concerns a standard, non-personalised product and has not yet been dispatched, we will make reasonable efforts to cancel it and issue a refund.

We cannot guarantee cancellation once an order has entered the dispatch process.

Orders for genuinely personalised or bespoke products may not be cancelled under the statutory right of withdrawal where the applicable legal exception has been clearly communicated before purchase.

Any additional cancellation arrangements for a bespoke commission may be stated in the individual quotation or Custom Design agreement.

10. Damaged parcels

Please inspect your parcel as soon as possible after delivery.

If the parcel or jewellery arrives visibly damaged:

1. take photographs of the outer packaging before opening it;

2. photograph the damaged product and its packaging;

3. retain all packaging materials; and

4. contact us at sylviemajerova@seznam.cz as soon as possible.

Please include your order number and a description of the damage.

Prompt notification helps us submit a claim to the carrier. However, failure to report transport damage immediately does not remove your mandatory statutory rights.

11. Defective or incorrectly delivered products

The 14-day right of withdrawal is separate from your statutory rights relating to defective goods.

Please contact us if a product:

• arrives damaged;

• is defective;

• does not correspond to its product description;

• does not correspond to the approved bespoke specification;

• is supplied in an incorrect size due to an error on our part; or

• is different from the product ordered.

Please send your order number, a description of the issue and clear photographs where appropriate.

Depending on the circumstances and applicable law, you may be entitled to:

• repair;

• replacement;

• a proportionate price reduction; or

• cancellation of the contract and a refund.

Repair or replacement will be provided free of charge where we are legally responsible for the defect.

Because many Sylvie Majerová pieces are unique, replacement with an identical product may not always be possible. In such cases, we will discuss an appropriate repair, alternative piece, price reduction or refund with you.

12. Natural gemstones and handmade variations

Natural gemstones may contain inclusions, colour variations, irregularities and other characteristics created by nature.

Handmade jewellery may also display subtle variations in shape, texture, surface finish or placement of individual details.

These natural and handmade characteristics do not constitute defects where they correspond to the product description, photographs and the character of the piece.

This does not affect your rights where the delivered product materially differs from its description, photographs or an individually agreed specification.

13. Incorrect ring size

The Customer is responsible for selecting and providing the correct ring size.

If the ring was produced or permanently resized according to the size supplied by the Customer, an incorrect size supplied by the Customer does not constitute a product defect.

Where technically possible, we may offer an additional resizing service for a fee. The availability and price of resizing depend on:

• the ring construction;

• the metal;

• the gemstone setting;

• the extent of the requested size change; and

• whether resizing could affect the design or structural integrity of the piece.

Please contact us before sending a ring for resizing.

This provision does not apply where the ring was made in a size different from the size confirmed in the order due to an error on our part.

14. Exchanges

We do not guarantee direct exchanges because many products are unique or available as a single piece.

Where you wish to replace a standard product with another product or size, please contact us. Depending on availability, we may:

• arrange an exchange;

• ask you to return the original product and place a new order; or

• offer another appropriate solution.

Bespoke and personalised products cannot normally be exchanged unless they are defective or do not correspond to the agreed specification.

15. Gifts

Where a product was purchased as a gift, the refund will normally be made to the original payment method used by the purchaser.

We cannot issue a cash refund or payment to a different person without the original purchaser’s agreement and the necessary payment information.

16. Returns from outside the European Union

Returns sent from outside the European Union must be clearly marked as “RETURNED GOODS” on the customs declaration.

The Customer is responsible for completing the customs documentation correctly.

We are not responsible for customs charges caused by an incorrect or incomplete return declaration. Where legally permitted, such reasonable and demonstrable charges may be deducted from the refundable amount.

This does not apply to necessary return costs for a justified complaint concerning a defective or incorrectly delivered product.

17. Contact

For all return, refund and complaint enquiries, please contact:

Sylvie Majerová
Pod Kapradí 102
517 43 Potštejn
Czech Republic

Email: sylviemajerova@seznam.cz
Telephone: +420 777 240 219

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MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from your purchase contract.

To:

Sylvie Majerová
Pod Kapradí 102
517 43 Potštejn
Czech Republic
Email: sylviemajerova@seznam.cz

I hereby give notice that I withdraw from my contract for the purchase of the following product or products:

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Order number:

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Ordered on:

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Received on:

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Customer’s full name:

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Customer’s address:

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Customer’s email address:

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Date:

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Customer’s signature, only if this form is submitted on paper:

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