Kove Jewelry
Return Policy
Effective from 2 May 2026.
Our model: made-to-order
At KOVE we make every order on demand. We do not stock finished jewelry or stones. Each piece is crafted, and each stone is sourced from our supplier, specifically for your order after we receive your payment. The conditions below reflect this model and apply equally regardless of payment method (card or bank transfer).
When the 14-day right of withdrawal does NOT apply
§1837 letter d) of the Czech Civil Code (Act No. 89/2012 Coll.) excludes the standard 14-day distance-contract withdrawal right for goods manufactured to the consumer's specification or clearly adapted to their personal needs. All KOVE product categories fall under this exclusion: • Bespoke jewelry — produced to your specific configuration: gold colour, stone, ring size, and any optional engraving. Once production starts, the order cannot be cancelled. • Individually reserved unique stones — a specific stone (identified by its grading certificate number) is reserved with our supplier upon receipt of payment. The reservation is irreversible from the supplier's side. • Mini-diamond parcels — each parcel is selected from supplier inventory and shipped to us specifically for your order. Suppliers do not accept returns of opened or assigned parcels. For these reasons, we cannot accept returns based on a change of mind. Your statutory rights regarding defective goods and warranty claims remain fully protected — see the next sections.
What we DO accept — defects, wrong items, transit damage
Your statutory rights regarding defective goods are fully protected and cannot be waived. We accept claims in the following cases: • Manufacturing defects — if you receive a piece with a workmanship defect, you have the right to claim a remedy under §2099 et seq. of the Czech Civil Code, with the warranty period of 24 months from receipt under §2165 ObčZ. • Wrong item delivered — if the item delivered does not match what was confirmed in your order confirmation, we will exchange it or refund in full. • Transit damage — if the package shows visible damage on receipt, refuse delivery from the courier or document the damage with photos and contact us within 48 hours of delivery.
Claim process and timing
1. Email info@kove.jewelry with your order number, photographs of the defect, and a brief description. 2. We respond within 5 business days with a proposed resolution. 3. If we accept the claim as valid, we cover return shipping. Until we confirm acceptance, please do not ship the item back. 4. Remedies follow §2169 ObčZ in this preference order: repair, replacement, or refund. Severe defects allow direct refund or replacement. 5. Once the returned item arrives and we confirm the defect, we issue the refund within 14 days to your original payment method. For card payments, the refund appears on your statement 1–10 business days after we issue it (depending on your card issuer). For bank transfers, refunds settle within 1–3 business days within the SEPA / Czech banking network.
Withdrawal form template
Use this form for cases where a statutory right to withdraw does apply (defective goods, wrong delivery, transit damage). Email it to info@kove.jewelry, or send it by post to the address below. —————————— To: Kove Jewelry s.r.o., Radlická 2343/48, Smíchov, 150 00 Praha 5 Email: info@kove.jewelry I/We hereby give notice that I/we withdraw from the contract for the following goods: Order number: __________ Date of order: __________ Date of receipt: __________ Customer name: __________ Customer address: __________ Reason: __________ (defective / wrong item / transit damage / other) Customer signature (only if this form is sent on paper): __________ Date: __________ ——————————
Exceptional cases
In genuinely exceptional circumstances — for example, a serious change in personal situation before production has started on a bespoke order — we may consider a goodwill refund on a case-by-case basis. This is offered at our sole discretion and does not constitute a statutory right. Contact us at info@kove.jewelry to discuss your situation.
Out-of-court dispute resolution
In the event of a dispute that we cannot resolve directly, you may turn to: • Česká obchodní inspekce (Czech Trade Inspection — supervisory authority): www.coi.cz • EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr