Refund policy
Return and Refund Policy
Hygiene & Safety
All body jewellery is classified as hygiene-sensitive. For this reason, all body jewellery is non-returnable, non-refundable, and non-exchangeable, whether purchased for delivery or in-store collection.
This applies to all jewellery, including items supplied in sealed sterile packaging and smaller items supplied in unsealed packaging. Returns are not accepted regardless of whether the item remains in its original packaging or has not been worn.
Legal Basis
Under Regulation 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods not suitable for return due to health protection or hygiene reasons are exempt from standard cancellation and return rights.
Body jewellery is hygiene-sensitive due to the risk of cross-contamination and is therefore excluded from the standard 14-day online cancellation period.
Faulty, Damaged, or Incorrect Items
Your statutory rights are not affected.
If an item is faulty due to a manufacturing defect, damaged on arrival, or incorrect, please contact us within 14 days of receipt or collection.
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Proof (such as photographs) may be required
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Items must not have been worn
Please note: “Faulty” or “damaged” refers only to manufacturing defects or damage present at the time of delivery. It does not include accidental damage, wear, cleaning, improper handling, or normal use after purchase.
Where a manufacturing fault is confirmed, we will offer a replacement as the primary remedy. If a replacement is not possible or the customer requests a refund, a refund will be issued in line with consumer law, including standard delivery costs where applicable.
Unconfirmed Fault Claims
If an item is returned for inspection and no manufacturing fault is found, the item will be returned to the customer. In these circumstances, the customer is responsible for any return and re-delivery costs.
In-Store Collection
Jewellery purchased for in-store collection is subject to the same hygiene policy. Once the item has been supplied, it cannot be returned or exchanged, except where a confirmed manufacturing fault exists.
EU Consumer Guarantee
In accordance with EU consumer law, customers are entitled to a remedy for goods that are faulty or not as described at the time of delivery. This does not cover damage caused by wear, misuse, cleaning, or accidental breakage.