Refund policy

Last updated: February 6, 2026

We are confident you will love our jewelry, but if not, you may return standard, unused products within 14 calendar days from the date of receipt, in accordance with EU consumer withdrawal rights and Romanian law (OUG 34/2014 and Civil Code).

1. General Return Policy

To be eligible for a return, the item must be:

  • In its original condition — undamaged, unused, unaltered, clean, and in the original packaging
  • Accompanied by the certificate of quality and receipt or proof of purchase

Personalized products (engraved items, special sizes, unique combinations, custom-made items) cannot be returned, except in cases of manufacturing defects.

2. Return Procedure

To initiate a return, email us at atelier@alislalu.ro with:

  • Your order number
  • Reason for the return

We will confirm acceptance within 3 business days and provide detailed instructions. Items sent without prior confirmation will not be accepted.

Return shipping costs are borne by the customer, except if the item is defective or delivered incorrectly. For international orders, customs duties, VAT, and local taxes are non-refundable.

3. Damaged, Incorrect, or Defective Products

Please inspect your order immediately upon receipt. If the product is defective, damaged, or different from your order, contact us within 2 months of receipt for evaluation and resolution. We are not responsible for items lost or damaged during return shipping if not packed properly.

4. Refunds

Once we receive and inspect the returned item, you will be notified whether the return has been approved or rejected. If approved, the refund will be issued via your original payment method within 14 business days. Your bank or card issuer may take additional time to process and post the refund.

Non-refundable:

  • Original shipping costs
  • Customs duties, VAT, or local taxes

If you have not received your refund within 15 business days of approval, contact us at atelier@alislalu.ro.

5. Exchanges & Adjustments

  • Exchanges are available only for standard products in stock
  • Ring size adjustments may involve an additional fee, communicated before processing
  • Personalized products cannot be exchanged, except in cases of manufacturing defects

6. Contact & Support

For more information, please also consult our Terms & Conditions and Privacy Policy.