Returns policy

Returns, Exchanges & Hygiene Policy

  1. Statutory rights remain unaffected
    Nothing in this policy affects your legal rights under consumer law, including your rights under the Consumer Rights Act or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to reject faulty goods, or to cancel certain distance‑sale contracts (i.e. orders made online, by phone or mail). 

  2. Change of mind, exchanges and refunds (non‑faulty goods)
    Except where required by law (e.g. faulty or misdescribed goods), we do not offer exchanges or refunds for “change of mind” on pierced / body jewellery or pierced goods for hygiene reasons.

  3. Sealed goods and hygiene / health protection exception
    Under the Consumer Contracts Regulations 2013, the ordinary “cooling-off” (right to cancel) does not apply to sealed goods which, once unsealed, cannot be returned for health protection or hygiene reasons. 

    • If a pierced jewellery item is supplied in tamper-evident sealed packaging, the consumer may only exercise the right to cancel (and obtain a refund) if it is returned unopened, with the seal intact.

    • Once the seal is broken (or the item is unsealed), the right to cancel is lost in respect of that item.

  4. Faulty or misdescribed goods
    If an item is faulty, damaged, or not as described, then statutory rights apply: you may require a refund, replacement, or repair (depending on circumstances). Our hygiene/no‑refunds policy does not override your legal rights in such cases. 

  5. Notification, return and refund mechanics

    • For goods eligible for return (i.e. faulty or unopened sealed goods), you must notify us within 28 days of your intent to cancel or return.

    • You are responsible for returning the goods to us (unless we offer collection).

    • We will refund you (including standard delivery cost) within 14 days of receiving the goods or evidence of their return (subject to permissible deductions for diminished value by handling).

    • We may deduct from refunds an amount to reflect any diminished value caused by handling beyond what is necessary to inspect the item. 

  6. Conditions & disclaimers

    • Items must be returned in the state in which they were delivered (packaging, seals, labels intact).

    • We reserve the right to refuse a return if the item has been unsealed or used in a way that makes it unsuitable for resale (in the case of goods that are otherwise returnable).

    • We do not accept liability for goods lost in transit when returned, unless we agreed to bear return costs.