Complaints and returns

 

EXCHANGES AND RETURNS

Within 14 calendar days from the date of receiving the order, the customer has the right to return or exchange unused goods without stating a reason.

Any unworn items purchased from the ELES STUDIO e-shop may be returned, except for earrings, for hygiene reasons.

For returns or claims, please contact our customer service first at info@eles-studio.com. Shipments sent without prior arrangement will not be accepted.

Returned goods may be exchanged for a new product or refunded to the bank account from which the order was paid. The refund will be issued to the customer no later than 14 business days.

ELES Studio is not responsible for lost or stolen items or jewelry repaired by another company.

For hygiene reasons, we do not offer returns or exchanges of worn items.

The goods must be returned in their original packaging, including all components, and must show no signs of use.

Returns and exchanges do not apply to custom-made products that were produced outside the standard collection or in non-standard sizes. Personalized jewelry, i.e. jewelry with personal engraving (letters, numbers), cannot be returned.

Exchange of Goods Outside the Czech Republic and Slovakia

In the case of exchanges for orders delivered outside the territory of the Czech Republic and Slovakia, the customer bears all shipping costs, including:

  • the cost of returning the goods to the seller, and

  • the cost of shipping the new (exchanged) goods back to the customer (exchange shipping).


CLAIMS (COMPLAINTS)

We provide a 24-month warranty on all products from the date of receiving the order. If the customer discovers a defect in the purchased goods during the warranty period, they are entitled to file a claim. Within the first 6 months, you are entitled to free service (jewelry polishing, replacement of a broken string/chain).

Under what conditions can a claim not be accepted?

A claim cannot be accepted if permanent damage to the jewelry or a reduction in its lifespan occurs due to failure to follow the instructions below:

  • The jewelry must not be exposed to chemicals (including perfumes or cleaning agents).

  • It must be protected from prolonged exposure to water and steam.

  • The jewelry must not be subjected to any mechanical stress.

  • Jewelry must always be removed when performing heavy or rough work.

Please also note that claims cannot be applied to the natural properties of metal (oxidation), especially bronze, from which the jewelry is made. This is a natural process that cannot be influenced and is not a manufacturing defect. Natural oxidation of bronze can be easily cleaned; see the Materials and Care section.

Shipping costs associated with exchanges or returns are borne by the customer, except in cases where the goods are defective or incorrect.