Last updated: 28th May 2026
This Return & Refund Policy applies to purchases made through the website operated by Lisver Luxe S.L. (“Lisver”, “we”, “us” or “our”).
If you are not fully satisfied with your purchase, you may request a return, refund or exchange in accordance with the conditions set out below and with applicable Spanish and European consumer protection law.
1. Contact us before returning any item
Before returning any jewellery item, you must contact us at support@lisver.com
Please include the following information in your message:
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First name and last name
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Order number
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Item or items you wish to return or exchange
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Reason for the return or exchange
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Photographs of the item, if the product is defective, damaged or incorrect
We will review your request and reply with return instructions. Please do not send any item back before receiving our return instructions.
2. Right of withdrawal
If you are a consumer, you have the right to withdraw from your online purchase within 14 calendar days without giving any reason.
The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, physically receive the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the purchase by means of a clear statement sent to support@lisver.com before the withdrawal period expires.
Once you have informed us of your decision to withdraw, you must return the item to us without undue delay and, in any event, no later than 14 calendar days from the day on which you communicated your withdrawal.
3. Conditions for returns
To be eligible for a return, the item must be:
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Unused and in the same condition in which you received it
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Returned with its original packaging, certificates, labels, tags, pouches, boxes and any accessories included with the order
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Properly protected for transport
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Free from signs of wear, damage, alteration, misuse or improper handling
For hygiene, quality control and product integrity reasons, jewellery must be returned in perfect condition.
We reserve the right to refuse a return or apply a reduction in the refund where the item has been handled beyond what is necessary to establish its nature, characteristics or condition.
4. Items excluded from the right of withdrawal
The right of withdrawal does not apply to products that are made to the customer’s specifications or clearly personalised.
Therefore, unless the item is defective or non-conforming, we cannot accept returns of:
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Custom-made Jewellery
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Personalised pieces
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Engraved items
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Items made or modified according to your specific instructions
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Bespoke sizes, finishes or designs requested by the customer
This does not affect your legal rights if the product is defective or does not conform to the contract.
5. Return shipping costs
Unless the item is defective, damaged, incorrect or non-conforming, the customer will be responsible for the direct cost of returning the product.
We recommend using a tracked and insured shipping service. The customer is responsible for ensuring that the returned item reaches us safely and in good condition. We are not responsible for returns lost, damaged or delayed in transit when the return shipment has been arranged by the customer.
If the return is due to an error on our part, or because the item is defective, damaged on arrival or incorrect, we will provide appropriate instructions and will bear the reasonable return shipping costs.
6. Inspection of returned items
Once we receive your returned item, we will inspect it to verify its condition and confirm whether the return is accepted.
We will notify you by email once the inspection has been completed.
If the return is approved, we will process the refund or exchange, depending on your request and product availability.
If the return is rejected because the item does not meet the return conditions, we will contact you to explain the reason. In such cases, you may be responsible for the cost of shipping the item back to you.
7. Refunds
If your return is approved, we will refund all payments received from you for the returned item, including the standard delivery cost paid at the time of purchase, where applicable.
Refunds will be made using the same payment method used for the original purchase, unless expressly agreed otherwise.
We may withhold the refund until we have received the returned goods.
Refunds will be processed without undue delay and, in any event, within 14 calendar days from the day on which we are informed of your decision to withdraw, subject to our right to withhold the refund until receipt of the goods or proof of return shipment.
Please note that your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.
8. Exchanges
If you wish to exchange an item, please contact us at support@lisver.com with your order details.
Exchanges are subject to product availability and to the item meeting the return conditions described in this policy.
If the exchange is requested for reasons not attributable to Lisver, such as choosing the wrong size, changing your preference or selecting another item, the customer will be responsible for the return shipping costs and, where applicable, the shipping costs of the replacement item.
If the exchange is due to an error on our part, or because the item is defective, damaged on arrival or incorrect, we will bear the reasonable shipping costs associated with the exchange.
9. Defective, damaged or incorrect items
If you receive a defective, damaged or incorrect item, please contact us as soon as possible at support@lisver.com, including:
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Your order number
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A description of the issue
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Clear photographs of the item, packaging and any visible damage
We will review the case and, where appropriate, offer a suitable remedy in accordance with applicable consumer law. This may include repair, replacement, price reduction or refund, depending on the circumstances and legal requirements.
Please keep the original packaging until the issue has been resolved, as it may be necessary for assessing transport damage.
10. Legal guarantee of conformity
All products sold by Lisver are covered by the legal guarantee of conformity applicable to consumer goods under Spanish and European law.
This legal guarantee applies when a product is defective, does not match the description, is not fit for its usual purpose, or does not have the qualities that the customer may reasonably expect.
The legal guarantee does not cover damage caused by misuse, accidents, impacts, improper storage, exposure to chemicals, normal wear and tear, unauthorised repairs or alterations, or failure to follow care instructions.
This legal guarantee is independent from any additional commercial warranty that Lisver may voluntarily offer.
11. Natural variations in jewellery
Some Lisver pieces may include natural or semi-precious stones. Natural stones may present variations in colour, tone, pattern, inclusions, texture or shape.
These natural variations are not considered defects, provided that the item conforms to the product description and quality standards. Product colours may also vary slightly depending on screen settings, lighting conditionqes and photography.
12. Care of jewellery
Jewellery is delicate and must be handled with care. To preserve your pieces, we recommend avoiding contact with perfumes, cosmetics, creams, cleaning products, chlorine, salt water and other chemicals.
Damage resulting from improper use, poor maintenance, accidental breakage, exposure to chemicals or normal wear and tear is not considered a defect or lack of conformity.
13. Late or missing refunds
If you have not received your refund after we have confirmed that it has been processed, please:
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Check your bank account again.
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Contact your card issuer or payment provider, as processing times may vary.
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Contact your bank, as there may be additional internal processing time.
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If you have completed these steps and still have not received the refund, contact us at support@lisver.com
14. How to contact us
For any return, refund, exchange or warranty request, please contact us at:
Lisver Luxe S.L.
Email: support@lisver.com
Website: www.lisver.com
Registered address: Alameda Mazarredo, 25, 1ªplanta, 48009 Bilbao
This policy does not affect any statutory rights you may have as a consumer under applicable Spanish and European law.
