These Warranty Terms and Conditions, referred to as the "Warranty Policy," set forth the manner and terms for claiming manufacturing defects of products purchased by the consumer through the online store www.klenota.com from our company:
KLENOTA s.r.o., Bílkova 855/19, 110 00 Praha 1
Address for service: KLENOTA.COM, 17224 S. Figueroa Street #A1148, Gardena, CA 90248, USA
Contact email address: info@klenota.com
1. Warranty coverage
1.1. As the seller, we are responsible for ensuring that you receive the product you ordered and that it is free from manufacturing defects upon receipt. This means the product:
- Has the described characteristics or those you would expect, based on its nature and advertising.
- Is in the appropriate quantity, measure, or weight.
- Complies with legal regulations.
- Is suitable for the purpose we mention or for common uses.
- Conforms to the quality standards agreed upon or set by relevant legal regulations.
- Is free from legal defects, ensuring no third party has rights to the product and it comes with required documents for proper use.
We are responsible for ensuring that these defects do not occur during the warranty period.
1.2. Variations in color shades between the actual product and electronic displays are not considered manufacturing defects. If the product does not meet your expectations, you may withdraw from the contract within 60 days of receiving the product as per our Terms and Conditions.
2. Warranty duration
2.1. For unused consumer products the warranty lasts twenty-four months from the date of receipt, unless a longer period is specified elsewhere on the website, documents included with the products, or in advertising.
2.2. If a product is replaced or repaired, a new warranty period does not apply to the new or exchanged parts. In such cases, the warranty extends by the period during which the manufacturing defect prevented the product's use, i.e. the length of time during which the product was being repaired.
3. Rights under warranty
3.1. Your rights are governed by the Czech Civil Code, specifically sections 2099 to 2117 and sections 2165 to 2174.
3.2. You have the right to:
a) Receive a replacement of any missing or incomplete product.
b) A discount from the purchase price if the product had a manufacturing defect upon receipt or one appears during the warranty period.
c) Exchange the product or its defective part if the exchange is an appropriate solution given the nature of the manufacturing defect (e.g. the defect cannot be repaired).
You do not have the right to exchange the product if only a part of it is defective. In that case we will exchange the defective part only.
You do not have the right to exchange the product if it was sold at a lower price. You can request a discount from the purchase price instead.
d) Repair of the product free of charge. If we determine the defect cannot be repaired, we will inform you promptly to discuss other options.
e) A refund (withdrawal from the contract) in the following cases:
- Delivery of defective or incomplete items from us constitutes a material breach of contract.
- We are unable to rectify the defect preventing the proper use of the product, or we cannot exchange the defective product (e.g. the product is no longer available).
- The product cannot be used due the recurrence of the same defect after repair (the recurrence of the same defect after at least two previous repairs).
- A larger number of defects appear on the product (simultaneous occurrence of at least three reparable defects, each of which prevents proper use).
- We fail to adhere to the time limit for handling the claim or we fail to arrange for a remedy within 30 days of approving the claim.
3.3. To exchange a product or receive a refund (withdrawal from the contract), the product must be returned in the condition you received it, unless:
a) The condition of the product changed due to an examination to determine the defect.
b) The product was used before discovering the defect.
c) The product was customized by us at your request (resizing – including first free ring resizing, engraving, different earring closure etc.)
4. Warranty exclusions
4.1. You cannot assert rights if:
- You knew of the manufacturing defect before receiving the product.
- You caused the defect.
- The warranty period has expired.
4.2. Warranty claims do not apply to:
- Normal wear and tear, such as scratches, bent or deformed rings and ring components.
- Discoloration due to exposure to chemicals, laundry or cleaning detergents, cosmetic products, swimming pools, your medication or current health condition. This type of temporary discoloration is caused by external factors and to restore it you can have your jewelry professionally cleaned.
- Skin irritation or allergic reactions to gold and precious metals, as it is not a result of a manufacturing defect or materials used for our products.
- Damage caused by improper use, cleaning or storage.
- Defects corresponding to the level of use or wear at the time of receipt.
- Products sold at a lower price due to a known defect.
5. Warranty claims process
5.1. File a claim immediately upon discovering a manufacturing defect.
5.2. How to proceed when making a claim:
- Complete the claim form found on our Warranty & Claims page. Print it out and include it in the package with the products you wish to make a claim on. We also recommend including a receipt, invoice or other proof of purchase.
- Inform us of your chosen resolution method as outlined in section 3.2., i.e. replacement, a discount, exchange, repair or a refund. This information can be provided in the claim form.
- Pack the products carefully to avoid any damage. Send the package to one of our return addresses or to our main Czech address.
Failure to follow all the steps or to provide all the documents does not hinder the acceptance of the claim under the law.
5.3. The claim process begins when you inform us of the manufacturing defect and assert your rights under warranty.
5.4. We decide on claims promptly, within three business days at the most. This timeframe excludes the time needed for professional manufacturing defect assessment. We will process the claim within 30 days of accepting it, unless a different period is agreed upon. If the claim was not accepted but a repair or other service was agreed upon, the processing time may be different.
5.5. If you choose a resolution method that cannot be granted due to objective reasons (such as unremovable defects or an exchange that is not possible), we will contact you promptly. Then, you can select another resolution method from this Warranty Policy.
5.6. We will provide written confirmation during the claim process that will detail when the process began, the subject of the claim and which resolution method was chosen. After the claim process is completed, we will provide you with a confirmation of the date and method of resolving the claim, or written reasons for rejecting the claim.
5.7. In compliance with the Czech Civil Code, you have the right to reimbursement of costs reasonably incurred during the claim process. Please note that this right must be claimed within one month after the period to notify us of the defect has expired.
These Warranty Terms and Conditions are valid from March 5, 2021 and were last revised on October 25, 2023.