Lisa&Co. · customer information
Returns and warranty guide
Choose your situation to find out what you can request, who pays for shipping and how to contact us.
Your rights at a glance
What is your jewellery’s situation?
I want to return it
Online purchase
Notify us of withdrawal within 14 days of receipt; then you have 14 days to send it back. Made-to-order jewellery, including pre-orders, cannot be returned because you changed your mind.
Return shipping
You pay return shipping for a change-of-mind return. If you withdraw from the whole order, we also refund the original standard delivery charge.
Showroom or fair
There is no general statutory right to a change-of-mind return in our showroom. At a fair, it depends on how the sale took place.
It has a problem
We assess the cause
You can report a problem after 14 days too. Normal wear and damage through use are not manufacturing defects.
Key periods
Under Romanian rules: 30 days for replacement for non-conformity; two years of statutory liability.
An appropriate remedy
For non-conformity: repair or replacement; a price reduction or refund where the applicable conditions are met.
Shipping for non-conformity
You pay initially; we refund it if our examination confirms a fault we are responsible for.
It was damaged through use
For personalised items, outlet pieces or international orders, complete the guide below: your answers help us address these details.
Important explanations
What do we check before deciding on a solution?
For a change-of-mind return, we check how you bought the item, when you received it and when you notified us. For a jewellery problem, we check its cause, the condition of the piece and the guarantee terms. Damage caused by use does not become a manufacturing defect simply because it occurs during the guarantee period. Previous repairs or replacements and possible hidden defects are checked separately. The full guarantee periods are explained on the Guarantee page, linked in the website footer.
What damage is outside the guarantee?
Normal wear and damage caused by impacts, bending, forcing, excessive friction or substances that harm the jewellery's materials are not covered by the guarantee. For example, perfume, sprays and cleaning products can affect pearls and finishes. Stones are not glued but set mechanically; their loss after impact, snagging or deformation of the setting is not covered by the guarantee. Follow the care instructions for your piece and stop wearing it if you notice a problem.
Who pays for shipping?
You pay the return shipping for a change-of-mind return; Lisa&Co. does not offer free shipping for this type of return. For jewellery with a problem, contact us before sending it: you pay for shipping it to us, and if our examination confirms a manufacturing defect or a problem present at delivery, we refund that cost and pay for returning the repaired or replaced piece.
What about an outlet item?
An imperfection described before purchase and expressly accepted separately is not a new defect covered by the guarantee. We check what was described and accepted at the sale. Any other problem with the piece is assessed separately. A discount or outlet label alone does not remove the guarantee. For a purchase at a fair, change-of-mind return rights depend on how the sale took place.
How do you tell us?
To withdraw, send a message clearly saying that you wish to return the item, with your order number and the product. For a problem, tell us as soon as you notice it: include the delivery date, when it appeared and what happened. Clear photographs help us understand the situation. Keep the jewellery and its components and stop wearing it to avoid further damage. We agree shipping before you send an item reported as defective.
hello@lisaconcept.ro
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Assessing the jewellery
Normal wear and damage caused by impacts, bending, forcing, excessive friction or substances that harm the jewellery's materials are not covered by the guarantee. We examine the piece to distinguish these situations from a manufacturing defect or a problem present at delivery. Loss of stones after impact, snagging or deformation of the setting is not covered by the guarantee; the cause is established by our jeweller after examination.
Email hello@lisaconcept.ro with the order number, product and your withdrawal notice if already sent. We confirm the steps and terms after checking the situation. If you are still within the deadline and wish to return the item, clearly notify us within that deadline; our assessment does not extend it.
We agree shipping after clarifying the guarantee and the reported problem. You pay for shipping to us; if the problem is covered by the guarantee, we refund it. For a paid repair, we explain shipping costs before dispatch too. We do not ask you to pay unannounced costs.
We have noted your preferred solution. Before confirming repair, replacement or a refund, we need to check the purchase terms and the reported problem. Any paid repair is carried out only with your agreement.
Select how you bought the item and what you would like to do, then enter the delivery date. Check your country of residence and the delivery country too. For a jewellery problem, complete the additional date fields shown.
Check the dates you entered. Use DD.MM.YYYY or the calendar. Delivery and a return notice cannot be in the future. The order date must be no later than delivery, and the problem must have been noticed between delivery and today.
We use Romanian rules as the starting point below. Before confirming the solution for the countries selected, we check which law applies to this purchase and whether different mandatory rules apply. The dates and options shown are indicative for this international order.
We need a few details to identify your situation. Tell us where and how you bought the jewellery and what you would like to do. We will explain the next steps after checking.
This guide has not submitted a request. To ask for a return or an assessment of the jewellery, you need to contact us.
Email hello@lisaconcept.ro and keep a copy of your message.
Change-of-mind return
A problem with the jewellery
Damage caused by use
You are within the 14-day period for notifying us of a change-of-mind return. Send your withdrawal decision by {date}. After notifying us, you have 14 days to dispatch the jewellery.
You can notify us of a change-of-mind return until {date}. If you have already sent your decision, select “Yes” for the notice question and enter its date so that we can calculate the dispatch deadline.
The notice date is within the deadline. If your message clearly stated that you wish to return the item, dispatch it by {date}. This is the dispatch deadline, calculated from your withdrawal notice.
From the dates entered, the usual deadline for notifying us of a change-of-mind return appears to have passed. If you notified us in time, select “Yes” and enter the notice date. If the jewellery has a problem, select that situation: it is assessed separately.
You entered a withdrawal notice sent before receiving the jewellery. Contact us with the order number and your message so that we can check cancellation and any shipping already carried out.
For a purchase made directly in the showroom, changing your mind does not give a general legal right to return within 14 days. We do not offer voluntary exchanges or vouchers solely for a change of mind on new purchases made this way. If the jewellery has a problem, select “The jewellery has a problem” for the assessment steps. An order confirmed online and only collected in the showroom should be checked under “Online or by telephone”.
For a purchase at a fair or event, we need to check how the sale took place before confirming a change-of-mind return right. Send the event name, date and proof of purchase. A jewellery problem is assessed separately.
Jewellery made to order or personalised for you cannot be returned because you changed your mind. If the jewellery is faulty, choose “The jewellery has a problem” for the next steps.Not sure whether the jewellery was made to order? In-stock jewellery bought online can be returned within the period above. Made-to-order jewellery (bought as a “Pre-order” or in the size, metal or stones you chose) cannot be returned because you changed your mind. Email us with your order number and we will confirm.For questions about made-to-order jewellery, email hello@lisaconcept.ro with your order number. The conditions are those in the signed contract.
When you return the whole order, we refund the product prices and the original standard delivery charge. If you chose delivery more expensive than the standard option, the difference is not refunded. If the original delivery was free, there is no delivery charge to refund.
When you return part of an order, we refund the prices of the returned jewellery. The original delivery charge is checked separately; returning one piece does not automatically mean refunding delivery for the whole order.
Select whether you are returning the whole order or only part of it. We need this to explain how the original delivery charge is treated. Return shipping is a separate cost.
You may examine the jewellery as far as needed to check it. If it has been worn, scratched, adjusted or damaged, we reduce the refund by the loss in value, which may be up to the full value of the jewellery. We explain the reason and calculation based on the item's condition.
You noticed the problem within 30 days of delivery. For a defect covered by the guarantee, Romanian rules provide for replacement. This does not cover damage caused later through use and does not mean an automatic refund.
We explain our findings and the available options for your jewellery in writing. The date a problem appeared does not, on its own, establish the cause of the damage.
We examine the condition of the jewellery and how the problem appeared before deciding on a solution. Damage caused by use does not become a manufacturing defect simply because it occurs during the guarantee period.
For the time elapsed, we also need to check the purchase documents, any previous repairs or replacements and whether this is a hidden defect. We then tell you whether the guarantee applies or whether we can offer a paid repair.
The purchase predates 1 January 2022. We check the terms and rules applicable on the purchase date before confirming the solution and costs.
Contact us before sending the jewellery. You pay for shipping it to us; if our examination confirms a manufacturing defect or a problem present at delivery, we refund that cost and pay for returning the repaired or replaced piece. If the damage is not covered by the guarantee, we tell you the repair cost before any work, and shipping is at your expense.
You indicated that the problem is the very imperfection described and expressly accepted separately at purchase. That imperfection is not a new defect covered by the guarantee. We check the sale documents; any other problem with the jewellery is assessed separately.
You indicated a problem different from the imperfection accepted when buying the outlet piece. This is assessed separately; the discount does not exclude the guarantee for other defects.
We need to clarify whether the reported problem is the very imperfection described and expressly accepted separately at purchase. Send the description you received and photographs of the problem. An outlet label or discount alone does not remove the guarantee.
You selected a refund. A jewellery problem does not automatically qualify for one. For a defect covered by the guarantee, a refund may be due, for example, if repair or replacement cannot be completed properly, the problem recurs after a remedy or it is sufficiently serious. A minor problem does not give a right to a full refund on this basis; we explain the findings and available options.
You selected replacement. We check whether the problem is covered by the guarantee and whether the piece can be replaced. We explain the solution and timing; a different model is offered only with your agreement.
You selected repair. For a defect covered by the guarantee, the work and necessary shipping are free. For damage caused by use, we explain the costs and obtain your agreement before the work.
You indicated that you would accept a voucher. We can discuss it as an option with your agreement. A voucher is not a compulsory substitute for a refund you are entitled to.
You do not need to choose now. After assessing the jewellery, we explain the available options and the terms of each.
Normal wear and damage caused by use, impacts, bending, forcing, excessive friction or substances that harm the jewellery are not covered by the guarantee. We can check whether the piece can be repaired. We explain the repair and shipping costs, and work starts only with your agreement.
If you also want a change-of-mind return and are within the deadline, select “I changed my mind” for the next steps. The condition of the jewellery is checked on return. Damage caused by use may reduce the refund according to the loss of value, with the reason and calculation explained.
This result is based on the dates entered and Romanian rules. The calculation adjusts deadlines falling on weekends; public holidays, previous repairs or replacements and special circumstances are checked separately. This guide does not establish the cause of damage or approve a return.
Your return situation
Who pays for shipping
Refunds and available solutions
Next steps
You selected both a change-of-mind return and assessment of a problem. These have different conditions: you pay return shipping for a change of mind; for a defect covered by the guarantee, Lisa&Co. covers the shipping needed to resolve it.
Delivery date: {date}.
From the notice date entered, the usual dispatch deadline was {date}. If you have already sent the item, provide proof of dispatch. If not, contact us to check the situation before sending the parcel.
You pay the return shipping. Lisa&Co. does not offer free shipping for a change-of-mind return. The jewellery must be returned unworn, in the condition you received it, with its box, accessories and certificate. Pack it safely, choose a carrier and keep proof of dispatch.
We refund using the original payment method unless you agree to another at no cost. The deadline is at most 14 days from your withdrawal notice; we may wait for the jewellery or proof of dispatch, whichever comes first. We do not replace a refund with a voucher without your agreement.
Email your withdrawal decision to hello@lisaconcept.ro with the order number and product. Pack the jewellery safely and send it to Lisa&Co., Strada Roma nr. 40, etaj 1, Bucharest, Romania. Keep your message and proof of dispatch. You do not need to wait for our confirmation to notify us of the return in time.
For a defect covered by the guarantee, repair or replacement is free and carried out without significant difficulty for you. We agree the timing in writing: under Romanian rules, at most 15 calendar days from when you notify us of the problem. Depending on the circumstances, a price reduction or refund may apply under the guarantee terms.
Check the jewellery on receipt. If the parcel arrived damaged or an item is missing or wrong, report it within 48 hours of receipt; we recommend filming the parcel being opened. Email hello@lisaconcept.ro with the order number, product, delivery date and when the problem appeared. Describe what happened and send clear photographs. Keep the piece and its components and stop wearing it to avoid further damage. We agree shipping before dispatch.
Email a description and photographs to hello@lisaconcept.ro. We tell you whether the jewellery can be repaired and explain the costs. Wait until we have agreed the details before dispatch.
