Terms and conditions

1. Seller and contact details

The seller is Minimalisa Concept S.R.L., registered with the Romanian Trade Register under number J8/1769/2018, tax identification number RO 39690143, trading as Lisa&Co. You can contact us at hello@lisaconcept.ro. Our showroom is at Strada Roma nr. 40, etaj 1, Bucharest, Romania. “Consumer” means an individual buying outside their trade or profession. Statutory rights described for consumers do not become identical rights for purchases made by companies.

The conditions shown when you buy apply to that purchase. A later update to this page does not retrospectively change rights or promises already agreed.

2. Products and information before purchase

Each jewellery description sets out the available information on materials, size, finish and other relevant features. If a feature is essential to you, ask us before confirming an order. Natural stones and materials can vary individually, but an undisclosed difference is not automatically excluded from a conformity assessment. Photographs and screens may show colours differently; the agreed description and characteristics must still be met.

Use and care information is on our Materials and care page. It helps you use the jewellery normally. Reasonable durability is assessed in light of the type of product, its materials, the information given before purchase and reasonable expectations. We do not assume that every change in appearance is automatically the buyer's fault.

3. Price, promotions, orders and payment

The price, currency, applicable taxes, any discount and delivery charge are shown before you complete payment. We do not promise a permanent free-delivery threshold: the delivery charge and applicable offers are those shown for your destination and order before payment. Available payment methods appear at checkout. An order confirmation is sent to the address you give us.

Each campaign may have its own rules on eligible products, duration and whether offers can be combined. Those rules must be communicated before you use the offer. If an obvious availability, price or discount error is found, we will contact you about a lawful solution. We do not unilaterally change the price of an accepted order. If an order cannot be fulfilled and you do not accept an alternative, we will refund the sums paid for the unfulfilled part.

Please provide accurate contact and delivery details. Tell us promptly if you notice a mistake; we will check what can still be corrected. Having a customer account cannot be made an additional condition for exercising statutory rights.

Customer accounts must use accurate, up-to-date details. The holder keeps access confidential and reports suspected unauthorised use. We may restrict an account proportionately for fraud or documented breaches, while respecting existing orders and legal rights.

Unless an offer expressly provides otherwise, promotional codes apply to eligible in-stock goods rather than personalised orders. Technical acceptance of a code does not replace the disclosed campaign rules. We discuss inconsistencies before fulfilment without unilaterally changing the price of an accepted order.

4. In-stock items, pre-orders and personalised goods

An item may be in stock, produced in a standard configuration after an order, or made to an individual's specifications. “Pre-order” does not by itself mean that an item is personalised. Before confirming an individually specified item, we agree in writing the requested characteristics, total price, any deposit and the production or delivery time. We communicate charges for later changes before you agree to them.

For goods made to your specifications or clearly personalised, the statutory change-of-mind withdrawal right may be excluded if you are informed before purchase. Examples may include an individual engraving or a distinct configuration that you expressly requested. Ordering a standard model that is temporarily out of stock does not by itself fall within the exception. Paying a deposit or starting production does not alone remove the withdrawal right where the legal exception does not apply. Statutory rights remain where a personalised item is made differently from what was agreed or fails to conform to the contract.

Confirming and making personalised orders

The configuration, dimensions, materials, stones, engraving, price, deposit and timing are confirmed in writing, including by email or WhatsApp. A standard model's price does not automatically apply to a different configuration. An individual quote states its validity; an accepted price is not changed unilaterally because material prices fluctuate.

Production starts after approval of specifications and payment of the agreed deposit. The balance is payable under the agreement, before delivery where agreed. Some individual pieces may take 30–90 working days only where that interval is disclosed and agreed for the particular order. The confirmed individual timeframe prevails; delays do not remove statutory rights for non-performance.

Please check measurements and engraving text before approval. You are responsible for incorrect details you supply; we are responsible for our transcription or manufacturing errors. Later changes require technical feasibility and written agreement to the additional cost and time. Before acceptance, we may decline technically impossible, unsafe requests or requests infringing third-party rights.

If a personalised order with no statutory change-of-mind right is cancelled after production begins, we assess the agreement and documented actual costs within legal limits. We do not automatically retain the whole deposit in every situation. Natural variations and individual tolerances are disclosed in the agreed configuration and do not excuse departures from it.

Reference material supplied by the customer must be usable lawfully. Rights in Lisa&Co. creations remain with their holders unless agreed otherwise in writing. Purchasing jewellery does not automatically transfer commercial reproduction rights in its design.

5. Delivery and passing of risk

Available destinations, charges, options and estimated delivery times are shown before payment and explained on our Delivery and returns page. If a delay occurs, we will inform you and respect applicable statutory rights. Where we arrange shipment, risk of loss or damage passes to the consumer when the consumer or a person they nominate physically receives the goods, rather than when we give them to the carrier. The special statutory rule applies if the consumer independently chooses a carrier we did not offer.

6. Change-of-mind withdrawal from a distance purchase

A consumer who concluded a distance contract can tell us that they are withdrawing without giving a reason within 14 calendar days of physically receiving the goods. For goods from one order delivered separately, the period starts on receipt of the last item. Send a clear statement to hello@lisaconcept.ro; our standard form is optional. After sending the statement in time, return the goods within a further 14 calendar days. An order concluded online and only collected later from our showroom remains, in principle, a distance purchase. The detailed conditions and return address are on our Delivery and returns page.

For a change-of-mind return, the consumer pays the direct return shipping cost. Lisa&Co. does not offer free shipping for this type of return. When you withdraw from the whole order, we refund the price and original standard delivery cost by the original payment method unless we agree another method that costs you nothing. We refund without undue delay, within 14 days of being informed of the withdrawal. We may wait until we receive the goods or proof of dispatch, whichever comes first. Handling beyond what is needed to inspect the goods may cause a justified reduction in value. Missing original packaging does not automatically remove the right.

Statutory exceptions include goods made to a consumer's specifications or clearly personalised. A health or hygiene exception applies only to sealed goods that cannot be returned for those reasons after unsealing, where the required information was provided before purchase. We do not automatically exclude all earrings, all pre-orders, or all gold or silver jewellery. No exception to change-of-mind withdrawal removes rights concerning a lack of conformity.

7. Lack of conformity, statutory guarantee and remedies

Under Romanian law, where it applies, Lisa&Co. is responsible for a lack of conformity existing on delivery and becoming apparent within two years for new goods sold to a consumer. During the first year, a lack of conformity that appears is presumed to have existed at delivery unless proved otherwise or the presumption is incompatible with the nature of the goods or problem. Mandatory national rules may differ for cross-border orders. This is not a promise that jewellery worn daily will look permanently new. Normal wear and damage occurring later are assessed from the facts, not presumed automatically.

Statutory remedies can include repair or replacement at no cost to the consumer and, in the circumstances set out by law, a price reduction or termination and a refund. In Romania, a consumer is entitled to replacement where a lack of conformity is found shortly after delivery, within no more than 30 calendar days. Repair or replacement must take place within a reasonable period agreed in writing with the consumer, which under Romanian law cannot exceed 15 calendar days from informing the seller. A voucher can be offered only as a freely accepted solution, never imposed in place of a statutory remedy.

Please describe the problem as soon as you can and send photos if available. They help assessment, but not having an unboxing video or not reporting within 24 or 48 hours does not cancel legal rights. We assess the item, material, use, visible signs and information given at sale. We do not automatically attribute a bent post, affected plating or a detached stone to the customer.

Contact us before sending an item that is the subject of a complaint so that we can agree on reasonable, trackable shipping. Where we are responsible for a lack of conformity, Lisa&Co. bears necessary costs of the remedy or the return following termination. If the origin remains disputed, we may agree that the customer advances a reasonable shipping charge, to be refunded in full if the complaint is justified. If the customer cannot reasonably arrange shipping, we offer a label or collection. We apply the first-year legal presumption and do not impose an arbitrary cap on necessary shipping costs for a justified return. For later damage for which we are not legally responsible, paid repair takes place only after we communicate the price and you accept it.

See our Warranty page and Returns and warranty guide for more detail. A time limit or wording in the certificate supplied with the item does not limit the statutory guarantee. Any additional commercial benefit applies only on the clear terms on which it was promised.

8. Showroom, fairs and outlet goods

A purchase concluded directly in the showroom has no statutory 14-day change-of-mind withdrawal. For new purchases concluded directly in the showroom, we do not offer a voluntary exchange or voucher for that reason. Promises made for earlier purchases are honoured under the conditions given at the time. Rights concerning a lack of conformity remain.

At a fair, whether a change-of-mind withdrawal right applies depends on the circumstances of the sale, including how the stand is presented and where the contract is concluded. Our team explains the applicable conditions before purchase. A statutory withdrawal right is not removed simply by describing an item as “sold at a fair”.

A new outlet item may have a specific imperfection precisely described before purchase and expressly accepted by you separately from the other terms. That accepted feature is different from an unexpected deviation from the description. A discount or “outlet” label alone does not remove our responsibility for other lack of conformity or make a new item second-hand.

9. Gift cards and vouchers

A gift card's or voucher's value, validity and use are those shown before it is bought or issued. A voucher is not imposed instead of a refund owed by law. If you received jewellery as a gift, we can use the order details to identify the purchase and applicable rights, and the recipient and purchaser can discuss a suitable solution with us. The withdrawal right for a gift card bought at a distance is assessed by its nature and any applicable statutory exception; it is not excluded wholesale on this page.

10. Site content and personal data

Lisa&Co. photographs, writing, names and graphics are protected by applicable law. Commercial use requires our agreement, subject to uses permitted by law. Information needed for orders, delivery and communication is processed in accordance with the privacy policy displayed on the site and applicable data-protection law.

If we run a newsletter subscriber competition, participation follows its published rules, including dates, eligibility, number of entries, prize and selection of the winner. Prize value and eligible categories are disclosed before entry. A prize is not automatically exchangeable for cash or combined with other offers unless the rules allow it. Marketing subscription is voluntary and can be withdrawn.

11. Complaints and cross-border purchases

For a question or complaint, email hello@lisaconcept.ro with the order, item and situation. We respond on the basis of the facts and applicable law. You may also contact the Romanian National Authority for Consumer Protection where it has jurisdiction.

For a cross-border purchase, choosing Romanian law in these terms does not deprive a consumer of mandatory protection in the country of their habitual residence where the legal conditions concerning direction of our activity to that country are met. We assess such cases individually. Where a term conflicts with a mandatory rule, that rule applies and the remaining terms stay in effect to the extent permitted by law.