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, pearls and handcrafted pieces may vary in shade, transparency, texture, inclusions or shape. These are natural characteristics of the materials, not defects. Photographs are for presentation: camera settings and your screen may show colours and textures differently.

Use and care information is on our Materials and care page. It helps you use the jewellery normally. Normal wear from use, such as fine scratches, plating wearing away in areas of friction or the patina of silver, is not a defect.

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 order contains an obvious price, discount or availability error, we will let you know and may cancel the order; in that case we refund the full amount paid, by the original payment method or another method agreed with you.

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 cancel accounts and orders that appear to be fake or contain untrue information.

Promotions, offers and discount codes are valid only for products in stock at the time of the order, unless the offer expressly states otherwise. They do not apply to jewellery made to order, personalised or produced specially at the customer's request; for such pieces, a discount is valid only if a Lisa&Co. consultant confirms it in writing in the final quote. If the website technically accepts a code for an item that is not in stock or is made to order, this automatic acceptance does not entitle you to the discount: we will let you know and may cancel the order, refunding the full amount paid. By using a discount code, you confirm that you accept these conditions.

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

Lisa&Co. jewellery is either in stock or made to order. A piece is made to order when we make, alter or adapt it according to your choices, for example: the size, colour or type of metal, the stones, dimensions, finish or engraving; a Lisa&Co. design reproduced in a configuration other than the one in stock; a design based on an image, sketch or description you send us, or developed together with our team. Jewellery sold on the website as a “Pre-order”, including engagement rings and wedding bands produced in the size and configuration you requested, is made to order.

Made-to-order jewellery cannot be returned because you changed your mind. The law excludes goods made to the customer's specifications or clearly personalised from the right of withdrawal (Article 16(c) of Romanian Government Emergency Ordinance No. 34/2014, which implements Article 16(c) of Directive 2011/83/EU). We tell you this before payment: on the product page, in the “Pre-order” window and in the contract we sign. This rule does not affect your rights if the jewellery is faulty or was not made as agreed in writing.

Price of made-to-order jewellery

The price shown on the website applies only to the item in stock, in the configuration shown on the product page. For a different size, colour, metal, stone, dimension or any other change, a Lisa&Co. consultant will give you the final price. It depends on the material required, the stones, the complexity of the work, the labour and the price of gold. The quote is valid for the period stated by the consultant.

Order confirmation and contract

Before confirmation, a Lisa&Co. consultant contacts you to agree the specifications, price, deposit and production time. The order is confirmed only after: (1) you have given written approval of the specifications, including by email or WhatsApp; (2) you have accepted the final price; (3) you have signed the contract and paid the deposit; (4) Lisa&Co. has confirmed that the order has entered production.

Production time

Production starts, and the production time runs, from the date the contract is signed and the deposit is paid. The standard production time is 30 to 90 working days, depending on the design, its complexity and the availability of materials, and is an estimate. An order requested in less than 30 working days is an urgent order: we accept it only after confirming that we can make it, and it may carry an extra charge, communicated in advance.

Final payment, changes and cancellation

The balance is payable before delivery; the jewellery is handed over only after full payment. Changes requested after production has started are made only if technically possible and may involve extra costs and time, communicated in advance. We do not accept changes that affect the strength, structure or quality of the jewellery. If you cancel the order after confirmation, the amounts paid may be retained, in full or in part, to cover materials ordered, work already carried out and other costs already incurred.

Engravings

Check the engraving text carefully before approval: spelling, initials, dates and special characters. We are not responsible for errors in text that you have supplied and confirmed. Once engraved, the jewellery cannot be returned because you changed your mind or want different wording.

Our right to refuse an order

We may refuse or cancel a made-to-order request if: it cannot be made technically; the materials or stones are not available; the requested deadline cannot be met; you do not confirm the specifications or do not pay the deposit or balance within the time stated; making it would affect the quality or safety of the jewellery; the design infringes a third party's rights; or there is an obvious price or description error. If we cancel for reasons not attributable to you, we refund the amounts paid.

Images and designs supplied by the customer

If you send us images, sketches or references, you confirm that you have the right to use them. We may refuse to reproduce exactly a design belonging to another brand and may propose our own interpretation instead. Designs, sketches and renderings created by Lisa&Co. remain the property of Lisa&Co.; buying a piece of jewellery does not transfer the right to reproduce 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.

Jewellery made to order or personalised, as described in section 4, cannot be returned because you changed your mind. This exception does not affect your rights concerning goods that do not conform to the contract.

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. The guarantee covers only problems that existed at delivery. It does not mean that jewellery worn every day will always look new: normal wear and damage occurring after delivery, through impact, snagging, deformation, chemicals or unsuitable care, are not covered.

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.

To assess a complaint, we need a description of the problem, clear photographs and, if you have one, a video of the parcel being opened. Please report a damaged parcel or a missing or wrong item within 48 hours of receipt; a late report makes checking more difficult. The cause of the problem is established by the Lisa&Co. jeweller after examining the piece.

Contact us before sending an item that is the subject of a complaint, so we can agree on shipping. Where the examination confirms a fault for which we are responsible, Lisa&Co. bears the shipping and remedy costs; if you paid to send the item to us, we refund that cost. If the damage is not covered by the guarantee, we tell you the repair cost before any work, and shipping is at your expense.

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.

The newsletter subscriber competition follows these rules unless the campaign rules state otherwise: one winner is chosen each month from the registered and validated participants; each person may enter only once; the prize is a voucher for the value stated on the entry page. The voucher can be used only for silver jewellery available on the website and cannot be used for made-to-order jewellery, gold jewellery, engagement rings or wedding bands. The voucher cannot be exchanged for cash and cannot be combined with other offers or promotions. Marketing subscription is voluntary and can be withdrawn at any time.

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.