Shipping & Returns Policy

Shipping

Goods are delivered worldwide via the carrier PPL, to the address stated in your order.

Indicative delivery times are as follows:

In-stock items — usually within 6 days of the order being placed;
Made-to-order and customised items — usually within 14 days of the order being placed.

These periods are indicative and relate to handover of the goods to the carrier; actual delivery time depends on the carrier and the destination. In any event, the maximum delivery period is 30 days from conclusion of the contract, unless unforeseen circumstances extend it.

The delivery price depends on the weight of the shipment and the destination and is always shown at checkout before the order is completed. Infra does not offer free shipping, and there is no entitlement to free shipping; if delivery is not charged in an individual case, this is a one-off voluntary concession and creates no entitlement for future orders.

On receipt, please check that the packaging is intact and notify both the carrier and Infra without delay of any damage. If the packaging shows signs of unauthorised handling or tampering, you are not obliged to accept the goods from the carrier.

Delivery outside the European Union. For deliveries outside the EU customs territory, import duties, taxes, customs charges, and carrier clearance fees may be assessed in the destination country. These amounts are not included in the total price and are payable in full by the buyer. Infra has no influence over their amount or over the duration of customs procedures.

Failure to take delivery of the goods does not constitute withdrawal from the contract. Infra may withdraw from the contract due to a material breach on your part in such a case, and you remain liable for the delivery price and any costs of repeated or alternative delivery.

Returns and Withdrawal from the Contract

If you are a consumer, i.e. a person purchasing goods outside the scope of a business activity, you have the right to withdraw from the contract without giving a reason within 14 days of taking delivery of the goods.

Exception for customised goods. In accordance with Section 1837(d) of the Czech Civil Code, the right of withdrawal does not apply to goods manufactured or modified according to your individual requirements beyond Infra's standard offering — in particular a change of shape, construction, or dimensions compared with the standard version, or the use of a surface finish or material not normally offered for that item.

This exception does not apply to ring size selection. If you order goods in a size offered on the store, or in another size of the standard version, you retain the full right of withdrawal, even where the item in that size is produced only after your order. Before completing an order for customised goods, you will be expressly informed of the loss of the right of withdrawal and asked to confirm this via a separate checkbox; the order cannot be completed without this confirmation.

You may withdraw from the contract by any demonstrable means, in particular by e-mail to info@infra-hardware.com. A model withdrawal form is available on request or in the full Terms and Conditions linked below.

If you withdraw from the contract, you must send the goods back within 14 days of withdrawal and you bear the cost of returning them. You are entitled to reimbursement of the delivery price you paid, up to the amount corresponding to the cheapest delivery method offered. The price will be refunded within 14 days of withdrawal taking effect, to the account or card used for payment, but not before the goods are received back or you demonstrate that they have been sent.

Please return goods clean and, where possible, in their original packaging. You are liable for any diminution in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functionality — for jewellery this includes prolonged wear, scratching, deformation, polishing, or cleaning with aggressive agents.

Defects and Complaints

Infra warrants that goods are free of defects at the time risk passes to you. If goods arrive damaged or faulty, contact info@infra-hardware.com and Infra will resolve it in line with your statutory rights — repair, replacement, a reasonable discount, or withdrawal from the contract, depending on the nature of the defect. Consumers may exercise rights arising from defective performance within 2 years of taking delivery.

Natural tarnishing of silver, and minor variations typical of handmade jewellery (in shape, surface texture, or shade), are not defects.