Refund policy

Last updated: February 6, 2026

1. General Return Policy

  1. 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 of your order, in accordance with EU consumer withdrawal rights and Romanian law (OUG 34/2014 and Civil Code).

  2. 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.

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

2. Return Procedure

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

    • your order number

    • reason for the return

  2. Once we receive your request, we will confirm acceptance within 3 business days and provide detailed instructions on where and how to return the product.

  3. Items sent without prior confirmation will not be accepted.

  4. Return shipping costs are borne by the customer, except if the item is defective or delivered incorrectly.

  5. For international orders, customs duties, VAT, and any local taxes are non-refundable.

3. Damaged, Incorrect, or Defective Products

  1. Please inspect your order immediately upon receipt.

  2. If the product is defective, damaged, or different from your order, contact us within 2 months of receipt for evaluation and resolution.

  3. We are not responsible for items lost or damaged during shipping if they are not packed properly according to our instructions.

4. Refunds

  1. Once we receive and inspect the returned item, you will be notified whether the return has been approved or rejected.

  2. If approved, the refund will be automatically issued via the original payment method within 14 business days.

  3. Please note that it may take a few days for your bank or card issuer to process and post the refund.

  4. Non-refundable items include:

    • original shipping costs

    • customs duties, VAT, or any local taxes

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

5. Exchanges & Adjustments

  1. Exchanges are only available for standard products in stock.

  2. Ring size adjustments can be requested, but may involve an additional fee, which will be communicated before processing.

  3. Personalized products cannot be exchanged, except in the case of manufacturing defects.

6. Contact & Support

For any questions regarding returns, exchanges, or refunds:

For more information, please also consult: