Terms of service

These Terms of Service govern purchases from the SonchCreates.Art online store. They explain how orders are formed, how handmade and custom pieces are handled, and the rights and responsibilities of the seller and customer. The Return Policy, Shipping Policy, Privacy Policy and Legal Notice form part of these terms where relevant.

1 Seller and scope

1.1 The online store at sonchcreates.art is operated by Soňa Dubovská, a Czech sole trader (OSVČ), with registered business address at Tehovská 70, 100 00 Prague, Czech Republic; Business Identification Number (IČO) 14447541; email info@sonchcreates.art; telephone +420 775 438 650 (the Seller).
SonchCreates.Art is the brand name used for this store and is not a separate legal entity

1.2 The Seller is a sole trader registered in the Czech Trade Licensing Register and is not registered as a Czech VAT payer. The Tax Identification Number CZ9258132235 relates to registration as an identified person for VAT purposes.

1.3 These terms apply primarily to contracts with consumers. A consumer is an individual acting outside their trade, business, craft or profession. Mandatory consumer rights always take precedence over any conflicting provision in these terms.

1.4 Any individually agreed written terms, including an accepted custom-project specification or quotation, take precedence over these general terms to the extent of the difference.

1.5 The Seller may update these terms. The version in force when an order is placed applies to that order. Changes do not retrospectively alter an existing contract.

2 Products and handmade character

2.1 Product descriptions, photographs, measurements, materials and prices are displayed in the online store. Customers should read the complete product description and care information before ordering.

2.2 SonchCreates.Art pieces are handmade, often one of a kind, and may incorporate natural gemstones, amber, botanicals, insects, bones, replicas or other natural and artistic materials. Minor variations in colour, texture, inclusions, shape, patina and hand-finished details are inherent characteristics and are not defects where they correspond to the description and photographs.

2.3 Screen settings, lighting and photography may cause colours to appear slightly different. This does not limit the customer's rights if the delivered product materially differs from the agreed description.

2.4 Precious-metal fineness and hallmarking information is provided with the relevant product and on the Hallmarks page. Statutory assay and hallmarking requirements apply where relevant.

2.5 Care instructions form part of the product information. Natural tarnishing, patina development and ordinary wear are not defects. Damage caused by misuse, unsuitable chemicals, moisture exposure contrary to care instructions, impact, improper storage or unauthorised repair is not a lack of conformity for which the Seller is responsible.

3 Availability and one of a kind stock

3.1 Displaying a product in the store is an invitation to place an order and does not guarantee continued availability.

3.2 Some ready-made pieces may also be held or displayed at Phoenix Amber. Although stock is managed carefully, a one-of-a-kind item may exceptionally sell in the physical shop shortly before the online inventory updates.

3.3 If an ordered item is unavailable, the Seller will contact the customer promptly and offer a suitable alternative where possible. The customer is not required to accept an alternative. Any payment for an unavailable item will be refunded without undue delay.

3.4 The Seller may refuse or cancel an order for a genuine reason, including an inventory error, an obvious pricing or technical error, inability to produce the item safely or lawfully, suspected fraud, or inability to fulfil the order. If payment has already been taken, the affected amount will be refunded without undue delay.

4 Ordering and conclusion of the contract

4.1 The customer selects products, delivery and payment options through the Shopify checkout. Before submitting the order, the customer can review and correct the entered information.

4.2 By using the checkout button that clearly indicates an obligation to pay, the customer submits a binding order. The purchase contract is concluded when the Seller sends an order confirmation or otherwise expressly accepts the order.

4.3 An automatically generated acknowledgement that an order was received does not prevent the Seller from contacting the customer to resolve an evident stock, pricing, delivery or payment problem. If the order cannot be accepted, any captured payment will be returned.

4.4 The customer must provide complete and accurate billing, delivery and contact information. The Seller is not responsible for delay or additional cost caused by incorrect information supplied by the customer.

4.5 The contract and related order information are retained electronically for the periods required for contractual, accounting and legal purposes. The customer receives order information by email and may request a copy.

5 Prices and payment

5.1 Product prices are shown in the currency selected or displayed in the store. The Seller is not a Czech VAT payer, so Czech VAT is not added to the sale price. Delivery charges and any other applicable charges are shown before the customer submits the order.

5.2 The customer may use the payment methods offered at checkout. Payment services may be provided by Shopify Payments or another displayed payment provider and may be subject to that provider's secure processing procedures.

5.3 Unless an individual quotation states otherwise, the full price is due when the order is submitted. The Seller may wait for cleared payment before dispatching or beginning work.

5.4 Discount codes and promotions apply under their stated conditions and cannot be combined unless the offer expressly permits it. Statutory rights are not affected by a discount or sale price.

5.5 An invoice or other proof of purchase will be provided electronically where applicable.

6 Custom work and minor adjustments

6.1 A custom-request form, message or consultation is an enquiry and does not oblige the Seller to accept the project. Commission capacity is limited so that accepted projects can receive appropriate care. The Seller may operate a waitlist or decline a request. Minor adjustments to an existing piece, such as an available chain-length change, may be accepted separately where practical.

6.2 Before a substantial custom project begins, the parties will agree the essential specification, estimated price or pricing method, payment schedule, materials and an indicative timeline in writing. A contract for the custom project is formed only when the Seller accepts it and the customer makes any payment required by the quotation.

6.3 A quotation may require a deposit. The quotation will state the amount, what it covers and when work or material sourcing begins. The deposit is credited towards the total price. Because custom work may involve design time, one-off preparation and specially sourced materials, the quotation may identify a reasonable non-refundable component once those costs have been incurred or work has begun. This does not limit any mandatory right arising from the Seller's breach, cancellation or defective performance.

6.4 The customer will be invited to approve important stages where appropriate, for example stone selection, stone or specimen arrangement, composition and patina. Production pauses while an approval or necessary information is outstanding. Any agreed completion or dispatch estimate moves by the resulting delay.

6.5 A customer may request reasonable minor changes before the relevant stage becomes irreversible. Once plating, soldering, setting, encapsulation, permanent attachment or another irreversible step has occurred, replacing a specimen, stone or fundamental design element may require a new quotation and may require the work to restart. Costs already reasonably incurred remain payable or may be covered by the agreed deposit.

6.6 A substantial change of concept, dimensions, materials or construction after approval is not a minor revision. The Seller may decline it or issue a revised quotation and timeline.

6.7 Estimates involving specially sourced gemstones, international suppliers, customs clearance, bespoke lapidary work or other third parties are given in good faith but may change for reasons outside the Seller's control. The Seller will keep the customer informed and provide the most accurate revised estimate reasonably possible. Mandatory rights relating to excessive delay remain unaffected.

6.8 Goods made to the customer's specifications or clearly personalised are generally excluded from the statutory 14-day right of withdrawal. This exception does not remove rights relating to defects or a material departure from the agreed specification.

7 Customer supplied materials

7.1 The Seller may consider customer-supplied stones, insects, botanicals, ashes, other remains, keepsakes or components. Acceptance is always subject to an assessment of condition, safety, legality, origin, ethics and suitability for the proposed process.

7.2 The customer confirms that they own the supplied material or have authority to provide it, that its possession and intended use are lawful, and that all relevant information about its identity, treatment, fragility and origin has been disclosed. The Seller may refuse protected, hazardous, contaminated, unlawfully obtained or unsuitable material.

7.3 Natural, old, preserved and sentimental materials can contain hidden fractures, moisture, treatments or deterioration. Before work starts, the Seller will explain any material risk that can reasonably be identified. The Seller will use reasonable professional care but is not responsible for pre-existing defects or unavoidable failure caused by an inherent fragility that was disclosed and accepted. Liability for negligence or mandatory consumer rights is not excluded.

7.4 Unused customer-supplied material will be returned where reasonably possible. The agreed quotation may include secure handling and return-delivery costs.

8 Processing delivery and collection

8.1 Ready-made orders are normally prepared for dispatch within the period stated in the Shipping Policy. Custom-order timing is agreed individually. Processing time and carrier transit time are separate parts of the delivery estimate.

8.2 Available delivery methods, prices and estimates are displayed at checkout. The current Czech delivery options may include Packeta pickup point or Z-BOX delivery, Packeta home delivery and free personal collection at Phoenix Amber.

8.3 For Packeta pickup-point or Z-BOX delivery, the customer may be asked to select the location on the Thank You or Order Status page after payment. Dispatch cannot proceed until a valid location has been selected or agreed.

8.4 For personal collection, the customer must wait for confirmation that the order is ready before visiting Phoenix Amber. Phoenix Amber acts only as a fulfilment and collection location and is not the seller or contractual party.

8.5 Delivery dates are estimates unless a binding date has been expressly agreed. If the Seller cannot deliver within the agreed period or, where no period was agreed, within the statutory period, the customer retains all mandatory rights.

8.6 The Seller bears the risk of accidental loss or damage until the customer or a person designated by the customer receives the goods. If the customer independently appoints a carrier that was not offered by the Seller, risk transfers as provided by applicable law when the goods are handed to that carrier.

8.7 If delivery must be repeated because of an incorrect address, failure to collect, failure to select a required pickup point or another reason attributable to the customer, the Seller may request payment of the reasonable additional delivery cost before resending. Failure to collect a parcel does not by itself constitute a valid notice of withdrawal.

8.8 Detailed dispatch, tracking, carrier and collection information is contained in the Shipping Policy.

9 Right of withdrawal and returns

9.1 A consumer may withdraw from an eligible online purchase without giving a reason within 14 days after receiving the goods. If one order is delivered in several parts, the period begins when the final part is received.

9.2 To exercise this right, the consumer must send an unambiguous withdrawal notice before the 14-day period expires. The model withdrawal form in the Return Policy may be used but is not compulsory. Notices may be sent to info@sonchcreates.art.

9.3 The goods must be sent back no later than 14 days after the consumer communicates the withdrawal. Unless the Seller agrees otherwise, 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.

9.4 The consumer bears the direct cost of a change-of-mind return. The Seller bears reasonable return costs where goods are defective, incorrect or otherwise returned because of the Seller's breach.

9.5 Following a valid withdrawal, the Seller will refund the payments received for the returned goods and the cost of the least expensive standard delivery method offered for the order. Additional cost arising from a more expensive delivery method selected by the consumer is not refundable.

9.6 The refund will be made without undue delay and no later than 14 days after the withdrawal notice, using the original payment method unless otherwise agreed. The Seller may withhold the refund until the returned goods are received or the consumer supplies sufficient evidence that they were sent, whichever occurs first.

9.7 The consumer may inspect goods as they would in a physical shop. The consumer is responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Any deduction will reflect the actual loss in value and will be explained.

9.8 The right of withdrawal does not apply where a statutory exception applies, particularly to goods made to the consumer's specifications or clearly personalised. Sale items remain subject to the same statutory withdrawal and defect rights unless a lawful exception applies.

9.9 Full instructions and the model withdrawal form are provided in the Return Policy.

10 Defects complaints and remedies

10.1 The Seller is responsible for ensuring that goods conform to the contract when delivered, including their agreed description, type, quantity, quality, functionality and other agreed characteristics, and that they are supplied with agreed accessories and instructions.

10.2 A consumer may complain about a lack of conformity that becomes apparent within two years after receiving the goods. If the defect appears within one year, it is presumed to have existed at delivery unless this is incompatible with the nature of the goods or defect.

10.3 The consumer may initially request repair or replacement unless the chosen remedy is impossible or disproportionately costly compared with the alternative. Because many pieces are one of a kind, an identical replacement may be impossible; this does not remove the consumer's remaining statutory remedies.

10.4 The consumer may request a reasonable price reduction or withdraw from the contract where the legal conditions are met, including where the Seller refuses or fails to remedy the defect, the defect recurs, the defect is sufficiently serious, or it is apparent that the defect will not be remedied within a reasonable time or without significant inconvenience. Withdrawal is not available for an insignificant defect.

10.5 Complaints may be submitted by email to info@sonchcreates.art, by telephone at +420 775 438 650, or by sending or delivering the goods by prior arrangement to the returns address stated above. The complaint should identify the order, describe the problem and state the preferred remedy. Photographs are helpful but do not replace any inspection reasonably required.

10.6 The Seller will confirm when the complaint was made, its content and the requested remedy, and will provide confirmation of its resolution. A consumer complaint will be resolved and the consumer informed within 30 days unless a longer period is expressly agreed.

10.7 The Seller will reimburse reasonable, necessary costs of a justified complaint. Nothing in these terms restricts rights granted by mandatory Czech or EU consumer law.

10.8 Customers are encouraged to report transit damage promptly and retain the packaging so that a carrier claim can be documented. Delay in reporting does not automatically remove statutory rights.

11 Intellectual property and customer content

11.1 Product designs, photographs, illustrations, text, branding and other store content belong to the Seller or their respective rights holders and may not be copied, commercially used or distributed without permission, except as permitted by law.

11.2 When a customer supplies an image, design or other protected content for custom work, the customer confirms that they own it or have permission to use it for that purpose. The customer is responsible for claims arising from content supplied without appropriate rights, except to the extent caused by the Seller.

11.3 Personal photographs, memorial information and other customer content will not be used publicly for marketing without an appropriate lawful basis, such as the customer's permission.

12 Privacy marketing and cookies

12.1 Personal data is processed as described in the Privacy Policy. Processing necessary to handle an enquiry, fulfil an order, provide customer service, meet accounting obligations or establish legal claims does not depend on marketing consent.

12.2 Marketing messages are sent only where permitted by law. A recipient may unsubscribe using the link in the message or by contacting the Seller. Withdrawing marketing consent does not affect order-related or legally required communications.

12.3 Cookies and similar technologies are handled through the store's privacy and cookie settings. Non-essential cookies are used only where the applicable rules permit them.

13 Complaints and out of court dispute resolution

13.1 Customers should first contact the Seller at info@sonchcreates.art so that a concern can be addressed directly.

13.2 The competent entity for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, Czech Republic; website https://adr.coi.gov.cz; email adr@coi.gov.cz.

13.3 The former European Union Online Dispute Resolution platform is no longer available and is therefore not referenced as a dispute-submission channel.

14 Governing law and final provisions

14.1 Contracts are governed by Czech law. A consumer who normally resides in another country is not deprived of mandatory protection that would apply under the law of that country.

14.2 If a provision is invalid or unenforceable, the remaining provisions continue to apply. The invalid provision will be replaced, to the extent permitted, by the applicable legal rule or a valid provision closest to its lawful purpose.

14.3 These terms are available in Czech and English. Both versions are intended to have the same meaning. If an inconsistency arises, the Czech version governs to the extent permitted by law, without limiting mandatory consumer protection.

14.4 Matters not covered by these terms are governed by applicable Czech law, particularly Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.

14.5 These Terms of Service take effect on 11 September 2026.