Terms & Conditions

1. Who we are

LA GEM s.r.o., IČO: 23811358, DIČ: CZ23811358, registered office Dukelská 953/9, Vršovice, 100 00 Prague 10, registered at the Municipal Court in Prague, file C 433283, represented by Alina Lytvyn.

Correspondence address: Truhlářská 1103/15, 110 00 Nové Město, Prague, Czechia.
Telephone: +420 778 005 125 · E-mail: clientservice@lagem.cz

Our catalogue is informational. Every order is handled personally, and every bespoke commission is concluded through an individual Contract for Work (smlouva o dílo) under Section 2586 et seq. of Act No. 89/2012 Coll., the Czech Civil Code. Each contract includes an Order Form specifying your piece, the rules of bespoke production, and any reference materials.

2. How a commission works

1. Your piece is specified in writing (metal, fineness, colour, dimensions, stones and other parameters) and confirmed by you. Only written, confirmed parameters are binding; verbal assumptions are not.
2. You sign the contract and pay a deposit of 50 % of the agreed reference price.
3. We prepare a detailed 3D model of your piece and order the gemstones. The price includes one 3D model and up to three rounds of adjustments; further adjustments are charged at CZK 300 each. A complete change of design after approval is treated as a new commission.
4. Once you approve the 3D model in writing, the piece goes into production. From this moment, changes of design or parameters are no longer possible.
5. We notify you when the piece is finished; the balance is payable on collection.

You are responsible for the accuracy of dimensions you provide (ring size, chain and bracelet length). Resizing after collection is charged separately.

3. Price and payment

1. Because the final cost depends on the purchase price of the selected gemstone and the market price of precious metal at the moment of purchase, the contract states a reference price together with a guaranteed minimum and maximum. The final price always stays within this range.
2. We confirm the final price in writing immediately after the gemstone is selected, before we purchase it. You then have 3 business days to confirm it or withdraw from the contract; if you withdraw within this period, your deposit is returned in full within 14 days, less only demonstrable costs already incurred (typically a 3D model already in progress).
3. After confirmation the price is fixed. If the spot price of the agreed precious metal rises by more than 5 % between signature and purchase of material, we may propose a proportionate adjustment; if no agreement is reached within 7 days, either party may withdraw and the deposit is returned in full.
4. The price is agreed for the piece as a work of authorship, not per gram of metal. Exact metal weight is known only after the 3D model and small deviations do not affect the price.
5. The price does not include: stones supplied by you, alterations requested after collection, resizing after collection, or an independent laboratory certificate unless expressly agreed.
6. If the balance is not paid on collection, we may retain the piece; late payment carries a contractual penalty of 0.1 % of the outstanding amount per day.

4. Acquiring a gemstone

We deliberately hold a small stock. Most stones are purchased individually for each client, which allows us to work with a modest margin and offer fair prices.

1. Viewing. We send you a detailed video of the stone so you can judge its appearance as accurately as possible.
2. Deposit. Once you decide, a 50 % deposit is payable. Only then do we purchase the stone, specifically for you.
3. Arrival in Prague. When the stone arrives you may inspect it in person. If it does not correspond to the parameters stated in its certificate, the deposit is returned in full.
4. Production. After your inspection and approval, work on your jewel begins.

Included in the stone price: customs costs and Czech VAT (DPH).
Not included: an independent laboratory certificate (from USD 30, depending on the laboratory; entirely your choice) and delivery of the stone (USD 40–50).

Certification usually takes about one week but may take longer depending on the laboratory. Delivery time depends on the logistics company and customs and is outside our control.

5. Natural gemstone characteristics

Natural gemstones are bought largely on the basis of supplier videos and photographs. The following are natural characteristics of genuine stones, not defects, and are not grounds for complaint or withdrawal:

• Inclusions not visible on video or photographs due to lighting or camera angle. Videos are not filmed under a microscope; small inclusions may not be visible unless a stone was expressly sold as loupe-clean.
• Differences of colour and appearance under different light: daylight, interior light, evening light, office light. Every gemstone lives differently in different light.
• Minor dimensional deviations within tolerance (for example a declared 6.50 mm measuring 6.48 mm).
• Characteristics visible on the video or photograph that we presented to you for approval.
• Subjective disappointment with a stone’s appearance compared with expectations.

By clarity, gemstones fall broadly into three groups: stones where inclusions are rare (topaz, aquamarine); stones where small inclusions are normal (sapphire, ruby); and stones where inclusions are almost always present and accepted (emerald, tourmaline). We always assess inclusions in relation to the price of the stone, and an inclusion positioned on the back of a stone is often invisible in the finished piece.

The deposit is refundable only where a stone does not correspond to its certificate, or where it contains serious structural damage (in particular surface-reaching fractures threatening its stability) demonstrably caused solely by our work. Characteristics you saw and approved before production cannot later be claimed as defects.

Delicate stones (in particular emerald, Paraíba tourmaline, tanzanite and kunzite) may by their nature suffer a minute chip during setting; where this does not materially affect appearance or stability, an appropriate discount may be agreed. If you supply your own stones, we cannot accept responsibility for their damage during production; this risk remains with you.

6. Timelines

Bespoke production depends on the arrival of natural gemstones and on handwork that cannot be rushed. All dates we give are therefore indicative, not contractually guaranteed. Delays caused by gemstone deliveries, a stone arriving with a defect, breakage or loss of a stone during production, recasting of metal, necessary corrections or a change of craftsman are part of bespoke production and do not constitute breach of contract. We decide independently on the organisation of production and the choice of master jewellers.

7. Collection and delivery

We notify you by e-mail or telephone when your piece is finished. Please collect it within six months; on collection, inspect the piece and raise any apparent defects immediately. If a piece is not collected within six months of notification, we may charge storage of CZK 1,000 per month, or withdraw from the contract and use the piece freely, offsetting the deposit against our costs.

Finished pieces and gemstones are delivered securely and fully insured throughout Europe, or handed over personally in Prague, whichever you prefer.

8. Warranty and complaints

We provide a warranty of 24 months from collection, in the scope of Section 2165 et seq. of the Civil Code. The warranty applies exclusively to pieces that have not been altered, repaired or otherwise handled by any third party; any intervention by another jeweller ends the warranty, and subsequent work by us is charged according to our current price list.

The warranty does not cover: wear from ordinary use; mechanical damage from external causes (sport, impact, pressure, catching on objects); damage from chemicals, cosmetics, chlorine, high temperature or water; natural oxidation of precious metal alloys in contact with skin, which is a natural phenomenon and not a defect; the appearance of a stone under different light; the natural characteristics of gemstones described in section 5; stones supplied by you; or the comfort of a unique approved design that corresponds to its approved 3D model.

Complaints may be made in writing to clientservice@lagem.cz or in person, with a description and photograph. We resolve complaints within 30 days.

9. Withdrawal and deposits

Under Section 1837(d) of the Civil Code, a consumer cannot withdraw from a contract for goods made to their requirements or personalised to them. This applies to every bespoke commission.

1. Before work on the 3D model begins, you may still withdraw; a cancellation fee of 25 % of the agreed price applies to cover reserved production capacity and administration, and the remainder of your deposit is returned within 14 days.
2. After the 3D model has been prepared, the deposit covers our incurred costs (model, stones ordered and paid for, administration) and is not refundable.
3. After written approval of the 3D model, the finished piece cannot be refused. A difference between subjective expectation and reality (“I expected it bigger”, “it looked different in the photograph”) is not a ground for withdrawal where the piece corresponds to the approved model and specification.
4. The deposit is always returned in full where a stone does not correspond to its certificate, where serious structural damage was caused solely by our work, or where we ourselves withdraw because a piece cannot be made for technical reasons.

10. Disputes

We ask that any concern be raised with us first; genuine conversation resolves nearly everything. Public statements about either party should rest on demonstrable facts. Out-of-court resolution of consumer disputes is provided by the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 796/44, 110 00 Prague 1, www.coi.cz.

11. Personal data and copyright

We process personal data in accordance with the GDPR and Act No. 110/2019 Coll., solely for the performance of the contract and client records.

The design of each piece and its 3D model are our work of authorship. You acquire ownership of the physical jewel; copyright in the design remains with LA GEM, and we may photograph the piece for documentation and presentation. If you prefer your piece never to be published, tell us in writing before collection and it will remain private.

12. Governing law

These terms and every contract concluded with us are governed by Czech law, in particular Act No. 89/2012 Coll., the Civil Code. Should any provision be invalid, the remaining provisions are unaffected. Changes to an individual contract may be made only in writing.

LA GEM s.r.o., Prague · valid from 20 July 2026