Refund policy
1. Return Eligibility
Timeframe: Items may be returned within 14 days of receiving your order.
Condition: Items must be unworn, unused, and in their original packaging with all tags attached.
Non-Returnable Items: Due to strict hygiene reasons, earrings and piercing jewellery cannot be returned or exchanged.
Sale Items: Items purchased in our sales are not eligible for refunds but can be exchanged for a different item or store credit. (This excludes earrings and piercing jewellery, which remain non-returnable.)
Buyer Responsibility: It is the customer's responsibility to carefully check sizes, metal types, materials, and product details before purchasing. We do not accept returns for items due to incorrect selection. Cartilage Cartel accepts no liability for any metal allergies, sensitivities, or irritations that may occur as a result of wearing our products. Please consult our product descriptions carefully before purchasing.
2. Return Process
Initiating a Return: Contact our Customer Service team at hello@cartilagecartel.com with your order number and reason for return. Items sent back to us without first requesting a return will not be accepted.
Shipping Returns: Customers are responsible for shipping returned items. We highly recommend using a tracked and signed-for service to ensure the safe arrival of your return. Cartilage Cartel is not responsible for any returns that go missing in transit.
Return Address: Copsherds, Copster Green, BB1 9EW , United Kingdom
3. Refunds
Processing Time: Please allow 48 hours from delivery to our warehouse for your return to be processed. Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within & 5-7 business days.
Shipping Costs: Original shipping charges are & non-refundable. Return shipping costs are the customer’s responsibility, except in cases where the item received is defective or incorrect.
4. Exchanges
We do offer exchanges If you would like to exchange an item, please contact us at hello@cartilagecartel.com to arrange it. Sale items are only eligible for exchanges, not refunds.
5. Faulty or Incorrect Goods
We take quality control seriously, but if you receive a faulty or incorrect item, please follow these steps:
Reporting Timeframe: You must report any faults or incorrect items within 7 days of receiving your order.
How to Report: Email hello@cartilagecartel.com with your order number, a description of the issue, and clear photographs of the faulty/incorrect product.
Returns for Faulty Goods: If your return is approved, we will provide a return shipping label.
Inspection Process: All returned faulty items will be inspected to ensure the issue is a manufacturing defect and not general wear and tear.
Resolution: If deemed faulty, we will either repair or replace the item. If the item is unavailable, store credit will be issued.
Wear & Tear Disclaimer: General wear and tear over time is not considered a manufacturing defect and is not covered under this policy.
6. Additional Information
Gift Returns: If you received an item as a gift and wish to return it, please contact our Customer Service team to discuss your options.