Warranty

14K and 18K gold is alloyed with other metals for strength. Gold jewellery can still scratch or bend through impact or force. Take particular care with earring posts, clasps and delicate settings.

Material and workmanship defects are assessed under the guarantee. Damage caused by impacts, fire, snagging or unsuitable substances is not a manufacturing defect. Stones that come loose after impact, snagging or deformation of the setting are not manufacturing defects (see “Stones” under Exclusions).

Contact us about cleaning, polishing or checking settings. We explain which procedure is suitable and any cost before work begins.

Sterling silver can develop a darker patina over time, and gold or rhodium plating can wear in areas exposed to friction. The rate depends on the piece, wear, storage and exposure to moisture or chemicals.

Natural tarnishing and normal wear are not, on their own, manufacturing defects. Contact us for assessment if a change occurs unusually quickly under normal use, or if you suspect a setting or finishing defect.

Do not use impregnated cloths for unplated silver on plating, pearls or sensitive stones. See Materials and care for detailed recommendations.

Natural and cultured pearls have delicate surfaces. Shell pearls are made by people and have an outer coating that also needs care. Perfume, hairspray, detergents, chlorine, friction and impacts can damage the lustre or surface.

Put jewellery on after cosmetics have dried and store it separately. Do not clean pearls with steam or ultrasound. Regularly check the thread and clasp of strung necklaces; stop wearing the piece and contact us if the thread stretches, fittings loosen or a setting moves.

A setting or workmanship defect may be covered by the guarantee. Surface damage from unsuitable substances or breakage caused by snagging or force is assessed separately, after examining the piece.

1. Describe the problem. Send your order number, delivery date, when you noticed the problem and clear photographs if available. Stop wearing the item and keep any detached parts.
2. We arrange assessment. We explain where and how to send the jewellery. Provide proof of purchase; we can also identify the transaction from the order confirmation. A missing original certificate does not cancel the statutory guarantee.
3. We explain our findings. We examine the materials, settings and signs of use, then explain the identified cause and available options. A photograph or the appearance of a problem alone does not automatically confirm a manufacturing defect.

For covered non-conformity, you may request repair or replacement, subject to the statutory limits concerning impossibility or disproportionate cost. Under Romanian rules, non-conformity identified within 30 days of delivery entitles you to replacement; this period does not limit the guarantee or mean an automatic refund.

Repair or replacement for a covered defect is free. We agree the timing in writing: under Romanian rules, at most 15 calendar days from notification, without significant difficulty for you. A different model can be offered only with your agreement.

A price reduction or refund may become available if a remedy cannot be completed properly, the problem recurs after a remedy or it is sufficiently serious. A minor problem does not entitle you to a full refund. A voucher can replace a refund that is due only with your agreement.

An assessment of the jewellery is needed to distinguish manufacturing defects from damage through use.

Following repair, the statutory period is extended by the time the item could not be used. Following replacement, the period for the new item starts from replacement. Certain hidden defects appearing after two years, within the average service life, and making the jewellery unusable may be assessed separately under the law.

Shipping: for a manufacturing defect or a problem present at delivery for which we are responsible, Lisa&Co. pays the shipping needed to resolve it. Contact us before dispatch. If we agree that you pay initially, we reimburse the agreed cost when the problem is covered. Tell us if you cannot arrange or pay for shipping, so that we can organise it. For damage caused by use, any costs are discussed before asking you to pay them.

Online orders: if you change your mind, you can notify us of withdrawal within 14 days of receiving the item. You then have another 14 days to dispatch it. Made-to-order jewellery, including pieces sold as a “Pre-order”, engagement rings and wedding bands, cannot be returned because you changed your mind.

You pay return shipping for a change-of-mind return. For withdrawal from the whole order, we also refund any initial standard delivery charge paid; the extra cost of a more expensive delivery option you selected is not refunded.

Refunds are made within 14 calendar days of the withdrawal notification, using the same payment method unless we agree otherwise. We may wait until we receive the products or proof of dispatch, whichever comes first. Handling or wear beyond what is needed to inspect the jewellery may lead to a justified reduction in the refund, as provided by law.

Purchases made directly in the showroom: we do not offer a general change-of-mind return or exchange. If you placed the order online and only collected it at the showroom, online-purchase rules apply. For fairs and events, the circumstances of the sale matter. Exchange benefits promised for an earlier purchase are honoured.

Outlet items: a flaw disclosed before the sale and expressly accepted separately is handled according to that agreement. Other defects remain covered; a discount does not shorten the statutory guarantee for new jewellery.

A 25- or 30-day period stated in a commercial certificate does not reduce statutory rights. Any additional commercial benefit applies under the terms promised at purchase. See Shipping and returns and the Returns and warranty guide for details and next steps.

Normal wear, loss or theft of the jewellery and damage caused by the following are not covered as manufacturing defects:

• impacts, snagging, pressure, bending or forcing settings and clasps;
• loss, loosening or breakage of stones following impact, snagging, pressure or deformation of the setting;
• excessive friction, abrasive cleaning or unsuitable cleaning products;
• chemicals, perfume, cosmetics, chlorine or salt water that damage the materials;
• fire, extreme temperatures or inappropriate storage;
• cleaning, alteration or repair that caused the reported problem.

Stones. Stones are not glued: they are set mechanically, held by metal pressed around them in prongs or a bezel. A stone comes loose when the setting is knocked, snagged, pressed or deformed. Loss or loosening of stones in these situations is not a manufacturing defect, and Lisa&Co. is not obliged to replace them. Our team will still look for a solution for every customer as a gesture of goodwill; if there is a cost, we tell you before any work.

The cause of a loose stone, bent post or damaged plating is established by the Lisa&Co. jeweller after examining the piece.

• Put jewellery on after perfume, creams and hairspray have dried; avoid spraying it directly.
• Remove it before swimming, sauna, sport, household cleaning and sleep.
• Wipe gently after wearing and store each piece separately in a soft pouch or suitable jewellery box.
• Choose cleaning methods to suit all the materials in the piece. The same product is not suitable for unplated silver, plating, pearls and sensitive stones.
• Stop wearing the piece and contact us if a stone moves or a clasp stops working normally.

See Materials and care guide for detailed instructions. For maintenance outside the guarantee, we check what is possible and explain any cost before work begins.