Delivery and return policies

10.01.2025

1. DELIVERY PROCEDURE

1.1. Orders are processed only after full payment has been received.

1.2. Please provide the delivery address as accurately as possible. Don’t forget to include relevant details (e.g., door code, office number). An incorrect address may delay delivery.

1.3. A valid phone number must be provided so the courier can contact the recipient. An invalid number may delay delivery.

1.4. Orders placed on working days between 00:00 and 15:00 are processed and handed to the courier on the same day.

1.5. Orders placed after 15:00 on working days are processed the same day and dispatched the next business day.

1.6. Orders placed on weekends will be processed and dispatched on the next business day.

1.7. The courier has the right to request valid identification (national ID or passport) to verify the recipient's identity upon delivery. 

2. DELIVERY TERMS AND FEES

2.1. All orders placed in the GRENARDI online store are delivered free of charge.

2.2. Standard delivery takes up to 2 business days after payment, depending on the selected shipping method.

2.3. All GRENARDI goods are insured against damage or loss during delivery. 

3. RETURN OF GOODS AND REFUNDS

3.1. Consumers have the right to withdraw from the contract without stating a reason within 14 calendar days from receiving the goods, in accordance with Section 1829 of the Czech Civil Code. This right does not apply to legal entities.

3.2. During this period, the consumer may test the product to the extent necessary to assess its suitability, as would be possible in a physical store. Tags and labels must not be removed or damaged.

3.3. If the item was purchased under a promotional offer (e.g., buy 1 get 1 free), the full set must be returned.

3.4. The withdrawal period starts:  - from the day the goods are delivered,  - or from delivery of the last item (in the case of multiple goods in one order),  - or the last component (for split or composite goods).

3.5. Withdrawal becomes effective upon receipt of the return form, which is confirmed via the provided email address.

3.6. Goods must be returned within 14 days to any GRENARDI store or sent to:  SIA "Grenardi Latvia", Dēļu iela 2, Rīga, LV-1004, Latvia,  including the original packaging and purchase documents. Return shipping costs are borne by the customer.

3.7. If the goods are not received within 14 days of the withdrawal notice, the withdrawal request is cancelled.

3.8. The customer is liable for diminished value of the goods resulting from handling beyond what is necessary to establish their nature and functionality.

3.9. If the right of withdrawal is exercised, GRENARDI will issue a refund to the original payment account as soon as possible, but no later than 14 calendar days after receiving and verifying the returned goods.

3.10. Withdrawal rights do not apply to:  - items whose price depends on financial market fluctuations beyond the seller's control,  - goods made to the consumer’s specifications or clearly personalized (Section 1837 of the Civil Code).

3.11. Delivery charges are non-refundable if the service has already been performed.

4. JEWELRY USE AND CARE

4.1. Jewelry must be removed in situations where mechanical, thermal, or chemical damage may occur, including:

- cleaning, dishwashing, or household chores,  

- washing hands, bathing or showering, 

- applying cosmetics or perfumes, 

- sleeping, 

- sports, 

- sauna, solarium, or swimming. 

4.2. Warnings: 

4.2.1. Wearing hollow jewelry under tight clothing may cause deformation. 

4.2.2. Heavy pendants may damage hollow or snake chains. 

4.2.3. Wearing multiple pieces together may cause scratches. 

42.4. Cleaning with toothpaste or abrasives causes surface wear. 

4.2.5. Mechanical or chemical damage, or polishing of matte/oxidized/rhodium finishes, may result in surface changes. 

4.2.6. Rubber, leather, enamel, or ceramic jewelry may be damaged in heat or chemical environments.

4.3. For natural stones: 

4.3.1. Store in closed boxes, away from sunlight (which may fade their color). 

4.3.2. Avoid mechanical damage to claw settings. 

43.3. Clean only at a professional jeweler. Improper storage or environmental conditions (e.g., sudden temperature changes) may cause aging or cracks. 4.4. Jewelry care: 

4.4.1. We recommend using GRENARDI’s in-house jeweler services for cleaning and polishing. 

4.4.2. For home maintenance:  

- use special cloths and cleaners for gold, silver, pearls, and gemstones (available in stores),  

- for gold (without pearls or natural stones), soak in warm soapy water with a few drops of alcohol, rinse thoroughly, 

- for silver (without pearls or stones), rinse in warm baking soda solution and polish with soft cloth.

5. WARRANTY TERMS

5.1. Claims are valid only upon presentation of a purchase receipt.

5.2. The standard warranty period is 2 years from the date of purchase, as per Section 2165 of the Czech Civil Code.

5.3. Branded jewelry is subject to the manufacturer’s warranty, which is never shorter than 2 years.

5.4. Items with gemstones or that have been resized are not eligible for exchange unless a hidden manufacturing defect is discovered.

5.5. Natural wear of rhodium- or gold-plated surfaces is not considered a defect and is not covered under warranty.

5.6. GRENARDI jewelry is serviced exclusively by the jeweler of SIA "Grenardi Latvia".

5.7. Branded items are repaired by their respective manufacturers.

5.8. Warranty does not apply if: 

5.8.1. the item is intentionally or negligently damaged, 

5.8.2. care and use instructions are not followed, 

5.8.3. the item was modified or repaired by an unauthorized jeweler.