Complaints Procedure

I. GENERAL PROVISIONS

The Complaints Procedure is an integral part of the Terms and Conditions of the company Mutiara Pearl, s.r.o., registered office: Ke Stírce 338/51, 18200 Prague, Czech Republic, Company ID: 19446446, entry in the Commercial Register: C 386726 (hereinafter referred to as the "seller").

This Complaints Procedure applies to purchase contracts concluded on the basis of an electronic order and its acceptance between the seller and the buyer, who purchases goods for personal use and not for business purposes, on the seller’s online store operated under the brand BUKA JEWELRY at the websites: www.buka.cz, www.bukajewelry.com and other language versions of the Buka Jewelry e-shop. The buyer is obliged to read the Complaints Procedure before ordering goods.

By concluding the purchase contract and taking over the goods from the seller, the buyer agrees to this Complaints Procedure. Definitions in this document take precedence over those in the Terms and Conditions. If not defined here, the terms have the meaning given in the Terms and Conditions or, failing that, the meaning given by applicable law.

As proof of warranty, the seller issues a purchase document (hereinafter the "warranty certificate") for each item. The certificate includes the seller’s company name, ID number and registered office. If the nature of the goods allows, the purchase document itself serves as the warranty certificate.

II. WARRANTY PERIOD

The warranty period for all goods ordered via www.buka.cz, www.bukajewelry.com and other language versions of the Buka Jewelry e-shop is 24 months, unless a longer period is provided by law.

The seller may extend this period. The warranty period always begins on the date the buyer takes possession of the goods. The statutory period is 24 months; any extension is set by the seller and listed on the warranty certificate. The warranty is extended by the time the goods are under complaint procedure.

For goods sold at a discount (damaged, used, incomplete, etc.), special conditions apply. If the goods are sold as used, the seller is not liable for defects corresponding to prior use. Rights for such defects expire if not claimed within 12 months of receipt. For goods sold at a reduced price due to defects or incompleteness, the warranty does not cover those specific defects.

Rights under warranty expire if not exercised during the warranty period.

III. WARRANTY CONDITIONS

The buyer is advised to check the delivery upon receipt with the carrier (number of packages, intact tape with company logo, packaging damage). The buyer may refuse a shipment that does not match the contract (e.g. incomplete or damaged). If such shipment is accepted, the damage must be recorded in the carrier’s report.

Any incomplete or damaged shipment must be reported immediately by email to: support@bukajewelry.com, including a damage protocol signed with the carrier. Later claims of incompleteness or external damage do not remove the buyer’s rights to complain but allow the seller to prove compliance with the contract.

Faulty goods must be sent to the seller’s address with visible marking “COMPLAINT” and include: the goods (with all accessories), ideally a copy of the purchase document, a detailed defect description, and full contact details (return address, phone number). For this purpose, a complaint form is available for download on this page.

Warranty does not cover damage caused by:

• mechanical damage,
• use in unsuitable conditions (temperature, dust, humidity, chemicals, etc.),
• improper installation, handling, operation, or neglect,
• excessive load or use contrary to instructions,
• unauthorized interventions or parameter changes,
• customer modifications (painting, bending, etc.), if the defect results,
• damage by natural disasters or force majeure.

Goods will only be assessed for the defect specified by the buyer in the complaint description. Written description is recommended. Complaint forms are available in Czech and English.

If it is found that the issue is not due to the product but to improper installation, handling, or neglect, and the buyer agrees to a paid repair, the cost will follow the valid price list. The buyer will be informed of the price, scope and duration before repair, and it will only be carried out with explicit consent.

The seller may reject complaints if the goods and/or their parts are dirty or fail basic hygiene for safe handling.

Please also see our care guide for pearls to avoid unnecessary problems.

IV. METHOD OF HANDLING COMPLAINTS

If the goods on receipt do not conform to the contract, the buyer is entitled to free repair or replacement. If impossible, the buyer may request a price reduction or withdraw from the contract. This does not apply if the buyer knew of or caused the defect. A defect appearing within six months of receipt is presumed to have existed at that time, unless proven otherwise.

Depending on the defect, the buyer may claim:

• for removable defects: free timely repair, or replacement of the item/part, or if not possible, a reasonable discount or withdrawal,
• for irreparable defects preventing proper use: replacement or withdrawal; the same applies for recurring or multiple defects,
• for other irreparable defects: a discount or withdrawal if replacement is not requested.

The buyer chooses the method of resolution; the seller may propose an alternative if inappropriate. Once a discount is agreed, the defect cannot be claimed again.

The seller decides immediately, or within three business days for complex cases (excluding expert evaluation time). Complaints will be resolved within 30 days unless extended reasonably with the buyer’s consent.

The seller provides written confirmation (via email) of complaint receipt, content, requested resolution, outcome, date and method of resolution, including repairs performed or reasons for refusal.

The buyer is entitled to reimbursement of necessary expenses (e.g., postage) incurred for a justified claim, if requested within 30 days of resolution (statutory deadlines unaffected). If withdrawing due to a defect, costs related to withdrawal are also reimbursable.

If the buyer does not collect repaired goods within one month of completion/notification, Buka Jewelry, s.r.o. reserves the right to charge storage of 250 CZK (10 EUR) per day. If not collected within six further months, the seller may sell the goods to a third party and pay the buyer the proceeds minus repair, storage and selling costs. The buyer must claim proceeds in writing.

V. FINAL PROVISIONS

If the relationship contains an international element, it is governed by Czech law. Consumer rights under mandatory law are unaffected.

The Complaints Procedure and Terms and Conditions are available electronically on www.bukajewelry.com, www.buka.cz and all other language versions.

Seller’s contact details: Address for correspondence: Ke Stírce 338/51, 182 00 Prague 8, Czech Republic. Email: support@bukajewelry.com, Phone: +420 604 262 545.

This Complaints Procedure is valid from 1 July 2025.