Returns and Complaints Policy – GEMORA

This policy governs the procedure for submitting complaints regarding goods purchased through the GEMORA online store.

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1. Seller

Brand name: GEMORA
Operator: Jan Kruliš

Registered address:
Jaurisova 515/4
140 00 Prague
Czech Republic

Company ID: 72578688

Email: info@gemora.cz
Phone / WhatsApp: +420 777 197 552

Address for sending returned or complained goods:

Jan Kruliš – GEMORA
V Horkách 1735/21
140 00 Prague 4
Czech Republic

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2. Liability for defects

The seller is responsible for ensuring that the goods are free of defects at the time of delivery and correspond to the product description.

The buyer may file a complaint especially if:

    •    the product has a manufacturing defect
    •    the product does not correspond to the order
    •    the product was damaged during delivery

The buyer should inspect the shipment immediately after delivery.

If the packaging is visibly damaged upon delivery, it is recommended not to accept the parcel or to report the damage to the courier.

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3. Natural properties of gemstones

Jewelry by GEMORA is made from natural minerals and is assembled by hand.

Individual pieces may therefore naturally differ in:

    •    shade of color
    •    stone pattern and structure
    •    slight differences in bead size
    •    minor differences in overall dimensions

These natural characteristics of gemstones are not considered defects.

Each piece is unique.

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4. Bracelet size

Bracelet sizes are stated in the product description.

The buyer is responsible for selecting the correct size when placing an order.

If the selected size does not fit, it is not considered a product defect. In such cases the buyer may use the right of withdrawal according to the store’s terms and conditions or arrange a size adjustment individually.

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5. Normal wear and mechanical damage

Jewelry is intended for normal wear and should be handled with care.

Complaints cannot be accepted in particular in cases of:

    •    mechanical damage caused by use
    •    damage caused by improper handling
    •    normal wear and tear
    •    breakage of the elastic cord due to long-term use or excessive stretching

Jewelry should not be exposed to:
    •    chemicals
    •    cosmetics or perfumes
    •    water
    •    excessive mechanical stress

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6. Submitting a complaint

A complaint can be submitted by the buyer:

    •    by email at info@gemora.cz
    •    via WhatsApp message: +420 777 197 552

The message should ideally include:

    •    order number
    •    description of the defect
    •    photo of the product

Based on the provided information, the seller will inform the buyer about the next steps of the complaint procedure.

The complained goods can be sent to the following address:

Jan Kruliš – GEMORA
V Horkách 1735/21
140 00 Prague 4
Czech Republic

The buyer must package the goods appropriately to prevent further damage during transport.

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7. Complaint resolution

Complaints will be processed without undue delay, no later than 30 days from the date of submission, unless the seller and buyer agree otherwise.

If the complaint is accepted, the buyer may be entitled to:

    •    repair of the product
    •    replacement with a new product
    •    a reasonable discount from the purchase price
    •    a refund of the purchase price

The method of resolution will depend on the nature of the defect and mutual agreement between the seller and the buyer.

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8. Refunds

If the complaint is resolved by refunding the purchase price, the funds will be returned within 14 days after the complaint has been resolved, using the same payment method used for the purchase, unless agreed otherwise.

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9. Delivery and shipping carrier

Goods are delivered via a shipping carrier.

The buyer should inspect the shipment upon delivery. If the packaging is visibly damaged, it is recommended not to accept the parcel or to report the damage to the courier.

If damage occurs during transport, the buyer must notify the seller without undue delay.

The seller will subsequently resolve the situation with the shipping carrier.

If transport damage is confirmed, the buyer will be offered a replacement product or another solution by agreement.

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10. Lost shipment

If the shipment is not delivered, the buyer must notify the seller.

The seller will initiate an investigation with the shipping carrier.

If the shipment is confirmed as lost, the buyer will be offered either a replacement delivery or a refund.

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11. Final provisions

This complaints policy forms an integral part of the general terms and conditions of the GEMORA online store.