1. The Seller is liable to the Customer for ensuring that the delivered product complies with the purchase agreement.
2. A Customer who is a consumer has the right to exercise their rights arising from defective performance (to make a complaint) within two years from taking delivery of the goods. If a defect becomes apparent within the first twelve months, it is presumed that the goods were defective at the time of delivery, unless the Seller proves otherwise.
3. The Seller shall settle the complaint without undue delay, no later than 30 days from its submission. Failure to respond within this time limit shall be deemed acceptance of the complaint.
4. A product is considered to be in conformity with the contract if:
a) it corresponds to the description, type, quantity, quality, and functionality stated by the Seller;
b) it is suitable for the specific purpose for which the Seller was informed and which the Seller accepted;
c) it includes all accessories and instructions agreed in the contract or required by law.
5. Unless the Customer is expressly informed of differing characteristics of the product and agrees to them, the Seller is further liable for ensuring that:
a) the product is suitable for the usual purpose of goods of that type, taking into account legal regulations, technical standards, and customary practices;
b) the quality, durability, functionality, and safety correspond to the reasonable expectations of the consumer;
c) the product is delivered including packaging and instructions that the Customer may reasonably expect;
d) the product corresponds to a sample or model, if such was presented prior to the conclusion of the contract.
6. The right to make a complaint does not arise if the non-conformity is the result of circumstances on the Customer’s side—particularly improper use, maintenance, mechanical damage, or use contrary to the intended purpose. Natural wear and tear caused by normal use is also not considered a defect, for example:
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Rhodium plating of jewelry (including white gold) may gradually wear off with use;
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Silver and gold naturally oxidize over time (they darken and lose shine);
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Matte, diamond-cut, sandblasted, or satin-finished gold jewelry may gradually become smoother;
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The outer layer of silver, gold, and copper jewelry naturally wears with use.
7. The Customer is not entitled to make a complaint if:
a) they were expressly informed of the specific characteristic prior to concluding the contract and agreed to it (e.g., through a discount);
b) the defect arose as a result of the Customer’s actions, such as improper use, storage, overloading, or interference with the product;
c) the product was used under unsuitable conditions or contrary to the Seller’s or manufacturer’s instructions (recommendations are included with each product).
d) the defect arose as a result of external events for which the Seller is not responsible.
8. The Customer should inform the Seller without undue delay after discovering the non-conformity and specify its nature and manifestation. Failure to do so may result in the loss of the right to make a complaint.
9. Complaints may be submitted in any form— in writing to the Seller’s registered office address, by email at contact@gremari.com or via chat. To expedite the handling of the complaint, the Customer is advised to provide:
a) details of the complained-about goods and the date the defect was discovered;
b) the requested method of remedy or other solution;
c) the Customer’s contact details.
10. If it is necessary to return the goods to the Seller for assessment of the complaint, the Seller shall bear the transportation costs. The Customer should enclose proof of purchase (e.g., a bank transfer confirmation) and a complaint form or written description of the defect. The Customer is responsible for proper packaging of the goods to prevent damage during transport.
11. The Seller does not accept cash-on-delivery shipments. Returned goods must be sent using the return label provided by the Seller. The Customer is obliged to properly secure the goods, deliver them to the nearest pick-up point of the company selected by the Seller (DPD/DHL), and provide the return code assigned by the Seller.
12. The Seller shall confirm receipt of the complaint (including its content, date, and the Customer’s contact details) by email to the address provided in the order.
13. If the complaint is accepted, the Customer is entitled to repair or replacement of the product. If this is not possible, the Customer is entitled to a reasonable discount or to withdraw from the contract if the defect is substantial.
13. The Seller shall issue a statement on the complaint within 30 days of its receipt. If this does not occur, the Customer becomes entitled to withdraw from the contract or request a reasonable reduction in price.
14. A Customer who purchased the product in connection with their business activity (i.e., is not a consumer) is entitled to make a complaint in accordance with applicable legal regulations. The Seller’s liability for defects toward such Customers is limited solely to remedying the defect or replacing the product with a defect-free one, at the Seller’s discretion. The Seller is obliged to do so without undue delay. The Seller is also entitled to withdraw from the contract and refund the paid amount. In all other respects, the Seller’s liability for defects toward entrepreneurs is excluded.
15. In the event of a successful complaint, the Seller shall refund the Customer within 14 calendar days the paid amount, including the price of the goods, standard delivery costs, and the costs of returning the goods, using the same payment method as originally used, via the Shopify Payments service.