Refund policy

1. Withdrawal from the contract within 14 days

You have the right to withdraw from the contract within 14 days of the day you received the goods. You do not need to give any reason.

How to proceed

  1. E-mail us at saintpisces.official@gmail.com stating that you are withdrawing from the contract. Include your order number. You may use our model withdrawal form, but you do not have to — any clear statement is enough.
  2. Within 14 days of sending the withdrawal, send the item back to: Servis Expert s.r.o. (Saint Pisces), Záběhlická 134/95, 106 00 Prague 10, Czech Republic. Please put a note with your order number, or the completed withdrawal form, in the parcel so we can match it to your order and refund the right account.
  3. Once we receive the parcel, we refund you within 14 days using the same payment method you used (unless we agree otherwise).

What we refund:

  • the purchase price of the goods,
  • the delivery costs you paid — but only up to the amount of the cheapest delivery method we offer.

Example: if you chose home delivery and we also offer a cheaper pick-up point option, we refund the amount corresponding to the pick-up point price.

Return postage is at your own cost. Please note that the return address is in the Czech Republic. If you are ordering from Slovakia, Poland, Hungary, Romania, Bulgaria or Slovenia, international return postage may be significantly higher than the original delivery charge — we recommend checking the price with your carrier before sending.

We may withhold the refund until we receive the item back, or until you prove that you have sent it.

2. Condition the item must be in

You may unpack the item and inspect it — just as you would examine it in a physical shop. This does not affect your right to withdraw.

However, if you have handled the goods beyond what is necessary to establish their nature, characteristics and functioning — for example worn them for a longer period, scratched, damaged or otherwise devalued them — you are liable for the diminished value. We may reduce the refund by that amount.

We assess the diminished value individually, based on the actual condition of the returned item, and we always explain the reasoning to you.

3. Returning part of a bundle

If you bought a discounted bundle (2 or 3 bracelets) and want to return only part of it, we recalculate the price according to what you keep.

The principle: for the items you keep, you pay the price you would have paid had you ordered them directly — that is, the price of the corresponding smaller bundle, or the regular single-item price. The refund is the difference between what you paid and that price.

The bundle discount is tied to the number of items; returning part of a bundle does not give rise to a claim to the discount for the original number of items.

If you return the entire bundle, we refund the full amount you paid.

4. When withdrawal is not possible

The right of withdrawal does not apply to goods customised to your wishes or personalised for you.

5. Faulty goods (rights from defective performance)

Our jewellery is covered by the statutory two-year liability for defects (Section 2165 of the Czech Civil Code). If a material or manufacturing defect appears within two years of receipt, write to us.

Your options:

You have the right to have the defect remedied — either by repair or by delivery of a new item. The choice is yours. We may refuse the chosen method only if it is impossible or disproportionately costly compared with the other method.

You have the right to a price reduction or to withdraw from the contract if:

  • we refuse to remedy the defect or fail to remedy it within a reasonable time,
  • the defect occurs repeatedly,
  • it constitutes a material breach of the contract.

We will remedy the defect within a reasonable time after it is reported, no later than 30 days.

Presumption of defect in the first year. If a defect appears within one year of receipt, the goods are presumed to have been defective at the time of receipt — unless the nature of the goods or of the defect excludes this. During that period you therefore do not have to prove that the defect already existed on delivery.

What liability for defects does not cover

  • Normal wear from wearing, including the gradual wearing down of the plated layer
  • Damage caused by water, sweat, cosmetics, perfume, sanitiser or other chemicals
  • Damage from mechanical stress (impact, pulling, dropping, sleeping in the jewellery, sport)
  • Damage caused by incorrect care or storage
  • Defects arising from unprofessional repair or intervention by a third party

Our jewellery is made of plated brass. The plated layer protects the base metal, but with normal wear it gradually wears down — this is not a defect but a natural process. You will find care instructions in the Legal notice.

How to make a claim

Write to saintpisces.official@gmail.com, attach your order number and a photo of the defect. We reply within 3 working days and settle the claim within 30 days at the latest.

6. Damaged parcel

The risk of damage to the goods passes to you only on receipt. If the parcel is visibly damaged on delivery, we recommend that you refuse it or have the damage recorded with the carrier immediately. Then contact us.

7. Out-of-court dispute resolution

If we cannot resolve a complaint together, you have the right to turn to an out-of-court dispute resolution body. In the Czech Republic this is the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz). Consumers in Slovakia, Poland, Hungary, Romania, Bulgaria and Slovenia may also turn to the competent consumer protection authority in their own country. For cross-border purchases within the EU you can also contact the European Consumer Centre in your country (www.eccnet.eu), which provides free assistance.