Refund policy

 

RETURN & REFUND POLICY

Thank you for shopping with us. Your satisfaction is important to us, and this policy explains your rights regarding returns, refunds, and faulty goods, in accordance with applicable Czech consumer law.

RETURNS 

As a consumer, you have the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving any reason (Section 1829 of the Czech Civil Code).

How to Request a Return

To withdraw from the contract, send us your request within 14 days via e-mail or post.
Please include:

  • your full name

  • order number

  • date of receipt

  • e-mail or phone

  • whether you wish to return or exchange the product

Where to Send Returned Goods

Ammar Yeganeh - Rocks4U
Slíny 20
Brno 628 00
E-mail: rocks4u@email.cz


Condition of Returned Goods

You may try the product as you would in a physical store, but returned items must be:

  • undamaged

  • not excessively worn

  • complete

Please pack the goods securely to prevent damage during transport.

Return Shipping Costs

The customer is responsible for the cost of returning the goods.

Non-returnable Items

Items made or customized specifically for the customer (e.g., custom-sized bracelets, personalized mineral combinations) cannot be returned under Section 1837(d) of the Czech Civil Code.

REFUNDS

Once we receive and inspect your returned item, we will inform you of the approval or rejection of your refund.

  • Approved refunds will be processed as soon as possible, no later than 14 days from the date of withdrawal.

  • Refunds are issued using the same payment method used for the original purchase, unless otherwise agreed.

  • We may postpone the refund until we receive the returned goods or until you provide proof of shipment — whichever comes first.

FAULTY OR DEFECTIVE GOODS (COMPLAINTS / WARRANTY CLAIMS)

If your item arrives damaged or faulty, you have the right to make a warranty claim.

What Counts as a Defect

  • the product arrived damaged

  • elastic string or components were already faulty upon delivery

  • the item does not match the order

⚠ Note: Regular wear of elastic strings or natural surface changes on minerals are normal during use and are not considered defects.
However, if the defect was present upon delivery, we will accept the claim.

How to File a Complaint

You can file a complaint via e-mail or post.
Please include:

  • order number

  • description of the defect

  • a photo of the product (if possible)

Resolution of Complaints

We will assess the defect and determine the appropriate solution:

  • repair (if the defect is fixable),

  • replacement (if repair is not possible),

  • reasonable price reduction, or

  • refund (only when the defect cannot be repaired or replaced, or if the defect reoccurs).

Refunds for defective goods are issued only when legally applicable.

Processing Time

Complaints will be processed within a maximum of 30 days from the date they are submitted.

CONTACT

For returns, refunds, or complaints, please contact us at:
E-mail: rocks4u@email.cz