Refund policy

We want you to be completely satisfied with your purchase from Punktured. If for any reason you are not happy with your item, our returns and exchanges policy ensures a fair and transparent process.

This policy forms part of our Terms of Sale and should be read in conjunction with our Delivery Policy.

1. Eligibility for Returns and Exchanges

You may return or exchange an item within 30 days from the delivery date, provided that:

• The item is unworn and in its original condition
• It is returned in the original packaging (including hygiene seals where applicable)
• You include a proof of purchase (receipt or order confirmation)

Please note:

• Custom-made, personalised, or engraved jewellery cannot be returned or exchanged unless there is a manufacturing defect.
• Due to UK hygiene regulations, returns or exchanges of any pierced jewellery are not accepted if the item has been removed from its sealed original package.

2. Your Right to Cancel (14-Day Cancellation Period)

You have 14 days from delivery of the goods — and from the date you are informed of your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — in which you can return the goods to us.
This is called the cancellation period.

The cancellation period does not apply to personalised or custom-made products.

During this 14-day period, you have a duty of care towards the goods. If this duty of care is breached (for example, if the item is used, worn, damaged, or the hygiene seal is broken), you may lose your right to return the goods.

3. How to Initiate a Return or Exchange

To request a return or exchange, please email our team at info@punktured.co.uk with your order number and reason for return.
Once approved, we’ll provide full return instructions.

Alternatively, if you purchased through your Punktured online account, you can submit your return request directly through your account dashboard.

4. Return Shipping and Refunds

• Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
• Shipping fees are non-refundable unless we sent the wrong size, colour, material, or design. In such cases, Punktured will take full responsibility.
• If you believe we’ve made an error, please contact us as soon as the item arrives and include a photograph of the item in question. We’ll review it and arrange a replacement once the incorrect item is returned.

Refunds are processed to the original payment method within 3–5 business days of receiving and approving the returned item. Please note that shipping fees are non-refundable.

5. Packaging and Condition of Returned Goods

During the return period, you have a duty of care towards the goods.
Returns cannot be accepted if:

• The hygiene seal or bag is broken or opened
• The goods are worn, used, or damaged
• The product is custom-made or personalised

All items must be securely packaged and returned in their original condition.

6. Where to Send Returns

Please return approved items to:

Punktured Body Piercing
35 Gardner Street,
Brighton, BN1 1UN, United Kingdom

You are responsible for the goods until they are received by us, so please use a tracked delivery method and consider postal insurance for valuable items.

7. Processing Time

Where goods are returned in accordance with this policy, Punktured will issue a replacement or full refund within 28 days from the date the returned item is received.

If goods are returned not in accordance with this policy, we may not accept the return. In such cases, we will notify you by email and can return the goods to you upon payment of standard delivery charges.

8. Your Rights

Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection laws.

If you have any questions or need help, we’re here to assist.
Email us at info@punktured.co.uk or visit us in-store at Punktured, Brighton Lanes.