Returns
You have 14 days to cancel an online order. However, there is an important exception: for hygiene and health protection reasons, pierced jewellery (including cartilage jewellery, labrets, barbells, nose jewellery and hoops) supplied in sealed packaging cannot be returned for a refund or exchange once the hygiene seal has been broken or removed, unless the item is faulty or not as described. This does not affect your statutory rights under the Consumer Rights Act 2015.
Faulty Goods Policy – UK Consumer Rights
Under the Consumer Rights Act 2015, you have the right to a product that is of satisfactory quality, fit for purpose and as described.
Within the first 30 days of purchase
If a fault is confirmed, you are entitled to a refund, repair, or replacement.
After 30 days and up to six months from purchase
If a fault is confirmed, we will offer a repair in the first instance. If a repair is not possible, we will provide a replacement of the same product or the closest equivalent. If neither option is suitable, you may request a credit note valid for six months. Refunds are not available after 30 days unless a repair or replacement is not possible.
How to Report a Fault
Please email us with the following:
- Proof of purchase (receipt, bank statement or order confirmation)
- Full details of the issue, including frequency of use and how the fault occurred
- Clear photographs of the problem
- Batch number (if available)
- Confirmation that the product has been used and cared for in accordance with our Care Instructions
Only the original purchaser (person or business) can make a claim. If the product was bought from another retailer, the claim must be made with them, not directly with us.