Returns, cancellations and refunds

I want you to feel comfortable purchasing from SonchCreates.Art. If you have any questions or concerns about your order, please contact me at returns@sonchcreates.art .

14-day right of withdrawal

For eligible, non-customised goods purchased online, you have the right to withdraw from the purchase without giving a reason within 14 calendar days after receiving your order.

To exercise this right, email returns@sonchcreates.art before the withdrawal period expires. Please include your name, order number and a clear statement that you wish to withdraw from the purchase.

After notifying me, you must send the goods back without undue delay and no later than 14 days after communicating your withdrawal.

Condition of returned goods

You may inspect the item only as you would reasonably be permitted to inspect it in a physical shop. You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the item’s nature, characteristics and functionality.

Please package the jewellery securely for its return journey and include your name and order number. Original packaging should be included where reasonably possible, but its absence does not automatically remove your statutory rights.

If the returned item has been worn, damaged, altered or handled beyond what is reasonably necessary, the refund may be reduced proportionately to reflect the resulting loss in value. Any such reduction will be explained and documented.

Refund timing

Refunds will be made using the original payment method and no later than 14 days after I am informed of your decision to withdraw.

I may withhold reimbursement until either:

• I have received the returned goods; or

• you provide sufficient evidence that the goods were actually sent to the specified return address,

whichever occurs first.

A tracking number alone might not constitute sufficient evidence if it cannot be verified or connected to the relevant parcel and return destination. I may request a dispatch receipt showing the carrier, parcel number, dispatch date and destination.

Where the returned goods arrive before the refund is processed, they will be inspected. Any reduction for diminished value caused by excessive handling, wear, alteration, damage or inadequate return packaging will be documented and communicated to you.

The refund includes the original cost of the least expensive standard delivery method offered for the order. Additional costs for an upgraded delivery option are not refundable. The customer is responsible for change-of-mind return postage.

Returning your order

Please notify me before sending your return so that I can identify the parcel and provide practical return instructions. Prior approval is not a condition of exercising your statutory right of withdrawal.

Returns should be sent to:

SonchCreates.Art – Returns
Soňa Dubovská
c/o Phoenix Amber
Shopping Centre Černá růže
Na Příkopě 853/12
110 00 Prague 1
Czech Republic

Please include your name and order number inside the parcel. I strongly recommend using a tracked shipping service, as you are responsible for the returned item until it is delivered.

For change-of-mind returns, the customer is responsible for return postage and packaging costs.

Refunds

Refunds will be made using the original payment method unless expressly agreed otherwise.

When exercising the statutory right of withdrawal, the product price and the cost of the least expensive standard delivery method offered for the order will be refunded. Additional costs resulting from an upgraded or more expensive delivery method are not refundable.

The refund will be processed within 14 days after I receive notice of withdrawal. I may withhold the refund until the returned goods have been received or until you provide evidence that they have been sent, whichever occurs first.

Your bank or payment provider may require additional time to display the refund after it has been processed.

Custom and personalised items

The right of withdrawal does not apply to goods made to the customer’s individual specifications or clearly personalised for them.

This may include commissioned jewellery or artwork, pieces created around customer-supplied stones, specimens, ashes or other personal materials, and existing pieces materially altered to an individually agreed design.

An item is not excluded from return merely because it is handmade. Standard, ready-made products remain covered by the applicable return rights.

This exception does not affect your rights if a custom item is faulty, damaged, incorrectly supplied or materially different from the design and specifications agreed with you.

Commission deposits, design approvals, material purchases and changes requested during production are additionally governed by the Custom Work Terms agreed before production begins.

Damaged, faulty or incorrect items

Please inspect your order after delivery and contact returns@sonchcreates.art as soon as reasonably possible if:

• the parcel or item arrived damaged;

• the item is faulty;

• you received the wrong item; or

• the item does not correspond to what was agreed.

Photographs of the item and packaging are very helpful when investigating transit damage. A request to report transit damage promptly does not limit your statutory rights concerning faulty or non-conforming goods.

Where an item is faulty, damaged or incorrectly supplied, SonchCreates.Art will cover reasonable return costs and offer an appropriate remedy in accordance with applicable consumer law.

Sale items

Discounted and sale items have the same statutory withdrawal and conformity rights as regularly priced items. A sale item is excluded from change-of-mind returns only when it was made to individual specifications or clearly personalised.

Exchanges

Because most pieces are unique, direct exchanges may not always be possible. The simplest option is usually to return the eligible item and place a separate order for another available piece.

Please contact me first if you would like to discuss an exchange.

Cancellation before dispatch

A standard, ready-made order may be cancelled before dispatch by contacting returns@sonchcreates.art.

Cancellations of commissioned or personalised work depend on the production stage, materials already purchased and the Custom Work Terms agreed for the project.

Model withdrawal form

You may use the following form to withdraw from an eligible purchase, although its use is not mandatory:

To: Soňa Dubovská, SonchCreates.Art
Email: returns@sonchcreates.art

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Order number:

Goods:

Ordered on:

Received on:

Customer’s name:

Customer’s address:

Date:

Signature, only if this form is submitted on paper: