Refund policy

Returns & Lifetime Jewellery Warranties

Luxury body jewellery is designed to be worn and enjoyed for years. Many of the pieces available from The Rookery are supported by a lifetime manufacturer warranty against genuine defects in materials or workmanship.

Because body jewellery is also a hygiene-sensitive product, change-of-mind returns are restricted once its protective packaging has been opened. This policy explains the difference between a manufacturer warranty, a faulty item and an ordinary return.

Lifetime Manufacturer Warranties

Jewellery from selected brands, including Junipurr Jewelry and BVLA, is protected by a lifetime manufacturer warranty against genuine manufacturing defects.

This means that if the construction, setting, threading or another part of the jewellery fails because of a manufacturing fault, the piece may qualify for assessment under the relevant brand’s warranty.

The warranty does not normally cover:

• Loss or theft.
• Accidental or impact damage.
• Jewellery that has been caught, pulled, crushed, bent or distorted.
• Chains damaged through pulling or snagging.
• Scratches, surface wear or other normal wear and tear.
• Damage caused during insertion, removal or adjustment.
• Incorrect use, unsuitable sizing or incompatible components.
• Improper cleaning, care or storage.
• Modifications, third-party repairs or attempted repairs.

All warranty claims must be inspected and assessed by the relevant jewellery brand. The manufacturer—not The Rookery—makes the final decision about whether the issue qualifies as a manufacturing defect and what resolution, if any, will be offered.

The jewellery may need to be returned to the manufacturer for physical inspection. Photographs alone may not be sufficient, and approval, repair or replacement cannot be guaranteed before the assessment has been completed.

If the claim is accepted, the manufacturer may offer a repair, replacement or another resolution in accordance with its warranty terms. If the issue is determined to have resulted from accidental damage, wear, misuse or another excluded cause, the claim may be declined.

A lifetime manufacturer warranty is not a lifetime return period and does not permit change-of-mind returns.

To begin a warranty claim, contact us with your order number, a description of the issue and clear photographs. We will explain the inspection process and liaise with the manufacturer on your behalf.

Body Jewellery Returns

Body jewellery is supplied in protective hygiene packaging.

For online orders, an item may only be considered for a change-of-mind return where:

• The hygiene seal remains completely intact.
• The packaging has not been opened.
• The jewellery has not been handled, tried on, fitted or worn.
• The item is not bespoke, personalised or made to order.
• You contact us within 14 days of receiving your order.

Once the hygiene seal or packaging has been opened, body jewellery cannot be returned or exchanged. This applies even when the jewellery has only been tried on briefly.

Eligible unopened jewellery must be returned within 14 days of notifying us. The customer is responsible for return postage, and we strongly recommend using an insured, tracked service. Jewellery remains the customer’s responsibility until it reaches us.

Items purchased or collected in the studio cannot be returned or exchanged because of a change of mind.

Incorrect Size, Fit or Compatibility

Choosing an unsuitable post length, ring diameter, gauge, fastening or jewellery component does not make an item faulty.

Opened, handled or fitted jewellery cannot be returned because it is the wrong size or unsuitable for a particular piercing.

Please check the product information and our Jewellery Help & Sizing Guide before ordering. Contact us before purchasing if you need help checking compatibility, placement suitability or sizing.

Bespoke and Made-to-Order Jewellery

BVLA, bespoke, personalised and other made-to-order jewellery is produced specifically to the customer’s approved design and specifications.

Once the design has been approved and production has begun, the order cannot be cancelled, returned or exchanged unless the jewellery is faulty or has been supplied incorrectly.

Please check all metals, gemstones, measurements, ring sizes and design details carefully before approving an order. Any alteration requested after production has begun is subject to the manufacturer’s agreement and may incur additional manufacturing, material and delivery charges.

Damaged, Faulty or Incorrect Orders

Please inspect your jewellery as soon as it arrives.

If an item appears damaged, faulty or different from what you ordered, contact us as soon as possible—preferably within 24 hours of delivery—with:

• Your order number.
• A description of the issue.
• Clear photographs of the jewellery.
• Photographs of the packaging and delivery label where relevant.

The 24-hour request helps us investigate delivery damage promptly but does not replace or limit your statutory consumer rights.

Please do not fit, wear, alter or attempt to repair the jewellery before contacting us. We will assess the information provided and explain the available resolution and any return instructions.

Where jewellery is confirmed to be faulty, damaged on arrival or supplied incorrectly, we will arrange an appropriate repair, replacement or refund in accordance with your statutory rights.

Do not return jewellery without contacting us first.

Refunds

Approved refunds will be issued to the original payment method.

Where an eligible unopened order is returned following cancellation, the original standard delivery charge will be refunded where legally required. Additional charges for an upgraded or express delivery service are not refundable beyond the cost of standard delivery.

We may withhold the refund until the eligible item has been received or evidence of return has been supplied.

Statutory Rights

Nothing in this policy limits or replaces your statutory consumer rights.

Jewellery must be as described, of satisfactory quality and fit for its intended purpose. Hygiene restrictions and exclusions for bespoke jewellery do not remove your rights where an item is faulty, damaged on arrival or supplied incorrectly.

Customers outside the United Kingdom may also have mandatory consumer rights under the laws applying in their location.

Contacting Us

To ask about an eligible return, incorrect order or manufacturer warranty claim, contact:

rookerypiercing@gmail.com

Please include your full name, order number, a description of the issue and clear photographs where relevant.