Complaints

Complaints Procedure

At Obsidian Body Piercing, we are committed to providing a professional, hygienic, and respectful service. If you are unhappy with any aspect of our service or products, please let us know — your feedback helps us improve.

How to Make a Complaint

If you wish to make a complaint, please do so in writing. This ensures we can fully investigate your concerns and maintain clear communication.

Contact us by post:
Complaints Department
Obsidian Body Piercing
37 Church Lane
Belfast
BT1 4QN
United Kingdom

Or by email:
📧 obsidianpiercingstudio@gmail.com

Please include:

  • Your full name and contact details

  • A detailed description of your complaint

  • Any relevant appointment dates, photographs, receipts, or order numbers

We will acknowledge your complaint within 5 working days and aim to provide a full response within 14 working days.

Piercing Placement Concerns

We understand that getting a new piercing is a personal experience, and we want you to be completely happy with the result.

If you are not satisfied with the placement of your initial piercing, please get in touch to discuss your concerns. Our priority is ensuring you feel confident and comfortable.

We are happy to offer:

  • Removal of the initial piercing

  • Re-piercing at no additional cost, once the area has fully healed

Please note:

  • Healing times vary by location and individual; we will advise you on when it is safe to re-pierce.

  • This offer applies only to dissatisfaction with placement, not to issues resulting from aftercare neglect or external trauma.

Returns and Hygiene Policy

Due to the nature of body piercing jewellery, we cannot accept returns or exchanges on items that have been used or unsealed, in accordance with UK hygiene legislation.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 9, Paragraph 13:

“The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.”

✅ You may return unopened, sealed jewellery within 14 days of receipt.
❌ You cannot return jewellery that has been unsealed, worn, or handled for hygiene reasons.

Faulty or Damaged Items

If you believe an item is faulty or was damaged during delivery, please contact us within 7 days. We may request photos or further details.

Where appropriate, we will offer:

  • A replacement

  • A full or partial refund

  • An alternative solution

This does not affect your statutory rights under the Consumer Rights Act 2015.

Escalating a Complaint

If you're not satisfied with how your complaint has been handled, you may request that it be escalated to senior management.

You also have the right to seek advice or escalate further through:

  • Consumerline (NI): www.consumerline.org

  • Trading Standards or an Alternative Dispute Resolution (ADR) service

If you have any questions or need clarification on any part of this policy, we’re here to help. Please don’t hesitate to get in touch.