CANCELLATION OF ORDER
Orders may be changed or cancelled prior to packaging and/or shipping. If a refund is requested before packaging the item(s), the customer will receive a refund deducted by 4% of the total order value (minus shipping), to cover the transaction fees we incur. However, if the order has already been packaged, a refund request will incur a charge of £2.00 to cover packaging costs and 4% of the total order will be deducted to cover Pay Pal fees. Please contact otiumpiercing@outlook.com

UNWANTED ITEMS
We offer refunds or credit on unopened, undamaged and "as-new" returned jewellery.  Credit is given as an online Discount Code to redeem against a future order. 

Returns are accepted if requested within 30 days of receipt of delivery.  Jewellery and packaging MUST be in the same condition as when it was received. Internal packaging and "void" seal must be intact, un-tampered and unopened. Jewellery items will be shipped within sterile autoclave pouches. If these autoclave pouches are opened the Jewellery is considered used and worn. NON-FAULTY RETURNS SENT BACK WORN, OPEN OR WITH A BROKEN HYGIENE SEAL WILL NOT BE REFUNDED OR RETURNED.  THEY WILL BE INCINERATED AND TREATED AS BIOHAZARD.  Body jewellery/earrings are legally classed as "personal goods" and for reasons of health and hygiene, do not automatically qualify for returns under UK regulations.  This legislation is in place to protect customers and staff.

To request a return, please contact otiumpiercing@outlook.com.  Returns sent back without prior contact and return approval from Otium Body Piercing, will not be accepted.  

Return postage using (e.g.) Royal Mail Signed For (up to £50 value) or Special Delivery (orders over £50) must be used to guarantee safe delivery.  This will be at the customer's expense. It is the customer's responsibility to gain insurance and proof of posting (free) Royal Mail (UK) or other relevant postal services, to enable a claim against possible loss. Otium Body Piercing does not guarantee any receipt of returned jewellery. For returns from outside of the UK, a tracked and signed service must be used.  Please note: returns from outside of the UK will be subject to a customs charge which will be deducted from the refunded amount payable.  Otium Body Piercing is not responsible for the payment of these charges and these will be at cost to the customer.  For returns from outside of the UK, please clearly mark the package "RETURN TO SUPPLIER". 

Providing the item is returned safely and in brand new, unopened condition, we will offer credit back to the original purchasing customer within one week, in the form of store credit (online gift card/gift voucher) or refund.  This will only cover the cost of the jewellery, not the postage and packaging as selected when originally ordered.   

INCORRECT ORDER/FAULTY ITEM(S)
However, on rare occasions there may be certain exceptions: If an incorrect order is received or the item is damaged, Otium Body Piercing will accept full responsibility and will offer a full replacement or refund via the original means of payment.

Please note: Forced damage to or evidence of foul play (for example and not limited to) ring hinges, seam rings or gem settings, threadless pins, will not incur a refund or replacement.  

Any return requests of this type must be made within 30 days of receipt of delivery. Please contact otiumpiercing@outlook.com detailing the reason, the purchase order number and photos of the item showing the fault or mistake. Providing the refund request is made within 30 days of receipt of delivery, Otium Body Piercing will offer a refund (exchange or store credit if preferred), within one week of receiving the returned item(s). Please note: returns are only accepted after the customer has contacted the company on otiumpiercing@outlook.com

REFUND PROCESS
Refunds usually take 3-10 business days. This starts from the date the refund is issued for it to be completed and credited back to the original form of payment. The refund process time depends on the method used to make payment. Otium Body Piercing has no control over this.

Klarna & Clearpay payments already made will be refunded and the payment plan will be cancelled.

If there are any further questions on the refund process, please contact the payment gateway used at checkout. Otium Body Piercing are unable to do this on behalf of a customer.

LIFETIME GUARANTEE ON BRANDED JEWELLERY
We offer a lifetime guarantee on items manufactured by the following Brands: Anatometal, LeRoi, BVLA, Industrial Strength, Junipurr, Tish Lyon.

The Guarantee covers defects in workmanship such as an unreliable fastener or a fallen stone. It does not cover loss.  We recommend Accidental Loss Insurance to cover expensive items. 

The Guarantee does not cover damage from: 

transportation;
storage;
improper use;
exposure to solvents or chemicals;
failure to follow product instructions or to perform any preventive maintenance;
modifications;
unauthorized repair;
normal wear and tear; or
external causes such as accidents, abuse, or other actions or events beyond our reasonable control.
The faulty item will require returning to us.  Workmanship faults will be repaired and if not possible, the item will be replaced. The cost of postage will also be covered.

Please note: if the item is not covered by the guarantee, the cost of repair and postage will be required as set by the Manufacturer.  

Please email otiumpiercing@outlook.com to request a remote return on your order.  Alternatively, in-store returns can be made at: 

Otium Body Piercing,
8 St Mary's Walk, 1st Floor,
Hailsham,
East Sussex
BN27 1AF
UK