Kove Jewelry
Return Policy
Effective from 2 May 2026.
Our model: made-to-order
At KOVE every order is made 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. This exclusion covers: • 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.
Ready-made pieces from our partner range — 14 days to return
The exclusion above does not apply to ready-made pieces from our partner range — tennis bracelets and Essentials earrings. For these you have the statutory right to withdraw without giving a reason within 14 days of receipt. Just tell us by email at info@kove.jewelry or with the form below, and send the piece back within 14 days of telling us, ideally with its certificate and in the original packaging. Return postage is yours. We refund the price, including the original delivery charge, within 14 days of your withdrawal, but not before the piece reaches us. You are liable for any loss of value caused by handling beyond what is needed to examine the piece.
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: __________ (14-day withdrawal — ready-made piece / 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
The Kove Assurance — how we protect you instead
Because a made-to-order ring cannot be refunded on a change of mind, we protect you before and after delivery in ways that matter more than a refund: • You approve it before it is made. You confirm every detail of your ring, and you have a 48-hour window after ordering to change the specification free of charge — so the ring you receive is the one you approved. • First resize free. If the size is not right, we resize your ring once, free of charge, if you write to us within 60 days of delivery. Before sending anything, send us your order number, the measured finger size and three photos of the ring (top, side and the inside of the band); we reply within two business days and confirm what your design allows. Free on most designs: up to 2 EU sizes (2 mm of inner circumference) larger or smaller; on pavé models sizing down is limited (see the product page), and rings with stones all the way around the band cannot be resized. Please send the ring within 30 days of our confirmation; until it reaches us, the parcel is your responsibility, so please insure it. You cover shipping to us; we cover the insured return within the EU. Outside the EU the work is still free, but shipping both ways and any import charges are yours — we tell you the amount before you send. If the ring we delivered is not the size you ordered, or our resize misses the size we confirmed, that is our fault: we fix it at our cost, shipping both ways included, and it does not use up your free resize. All resizing is carried out exclusively through our partner ateliers. If another jeweller works on the ring, the free resize and our voluntary servicing no longer apply to the parts they worked on, including heat damage to stones; your statutory rights for defects present at delivery remain unaffected. • We make it right. If anything is genuinely wrong with your piece, we repair or remake it. You are never left with a ring you cannot wear. This assurance is a voluntary commitment by KOVE, offered on top of — and without limiting — your statutory rights for defective goods set out above. It does not modify §1837 or any other statutory provision.