At Ruby Pepper, we take pride in the quality of our jewellery and piercing products. Every item is checked before dispatch, and we take care to package your order securely so that it reaches you in the best possible condition.
This Warranty Policy applies to products purchased directly from Ruby Pepper through our online store or at our studio.
Your Statutory Consumer Rights
This warranty is offered in addition to your statutory consumer rights under UK law. It does not affect or limit any rights or remedies you may have under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.
Your statutory rights may entitle you to a replacement, refund or other remedy, depending on the circumstances. These rights are separate from the voluntary warranty described below.
Our 12-Month Warranty
Ruby Pepper offers a 12-month limited warranty on eligible products purchased directly from us, whether online or at our studio.
The warranty period begins on the date you receive your item, or, for studio purchases, the date you take possession of the item.
This warranty covers manufacturing defects and faults in materials that arise during the warranty period under normal and appropriate use, subject to the terms set out below.
As we do not manufacture our products ourselves, we work with our suppliers to source our jewellery and other products. We carry out our own quality checks before dispatch to help identify any visible defects or quality concerns.
Checking Your Order
We recommend checking your items as soon as reasonably possible after receiving your order, particularly if an item is intended as a gift.
If your item arrives damaged, incorrect or with a visible fault, please contact us as soon as possible so that we can investigate and help resolve the issue.
For delivery concerns or requests to return an item, please refer to our Returns Policy for the applicable procedures and time limits.
You can contact us at customercare@rubypepper.co.uk.
Please note that any request to notify us within a particular timeframe does not affect your statutory consumer rights.
Making a Warranty Claim
To help us assess your claim, please contact us by email and provide:
- Your order number, invoice number or other reasonable proof of purchase.
- A description of the fault or problem.
- Clear photographs or videos showing the item and the issue, where reasonably possible.
- Any relevant information about how and when the fault occurred.
We may ask you to return the item for inspection where appropriate. We will explain the next steps once we have reviewed the information provided.
Please do not send an item back before contacting us, so that we can provide the appropriate return instructions.
What Is Covered?
Our warranty covers manufacturing defects and faults in materials that arise during the 12-month warranty period, provided the item has been used and cared for appropriately.
If we establish that a fault is covered by this warranty, we will offer an appropriate remedy in accordance with this policy and applicable law.
What Is Not Covered by Our Voluntary Warranty?
Our voluntary warranty does not cover damage or deterioration caused by circumstances such as:
- Loss or theft of an item.
- Accidental damage, dropping, crushing, bending or flattening an item.
- Damage caused by misuse, inappropriate handling or failure to follow the relevant product care instructions.
- Unauthorised alterations, modifications or attempted repairs.
- Damage caused by inappropriate cleaning products, chemicals or unsuitable storage conditions.
- Scratches, surface wear, fading of finishes or other deterioration resulting from normal wear and tear.
- Damage to chains, clasps, studs, earring backs or other components caused by accidental force, snagging or improper handling.
- Lost stones or other components where the loss results from accidental damage, misuse or normal wear and tear.
Jewellery may naturally change in appearance over time depending on its materials, finish, exposure to moisture, chemicals, cosmetics and storage conditions.
These exclusions apply to our voluntary warranty only. They do not exclude any statutory rights you may have where, for example, an item was faulty, not as described or not of satisfactory quality when supplied. Each claim will be assessed on its individual circumstances.
Replacements and Remedies
If your claim is approved under our voluntary warranty, we will aim to provide a replacement of the same item, subject to availability from our suppliers.
If the original item is no longer available, we may offer an alternative item of comparable value, subject to your agreement.
Where a replacement or other remedy is required under your statutory consumer rights, we will comply with our legal obligations. Nothing in this policy limits any refund, replacement or other remedy to which you may be legally entitled.
Packaging and Delivery
We take care to package orders securely to help protect items during transit.
For security and discretion, we generally use plain external packaging without the Ruby Pepper logo. This does not affect your rights if an order arrives damaged, incomplete or incorrect.
We will review your enquiry fairly and work with you to resolve any concerns in accordance with this policy and applicable consumer law.
Thank you for choosing Ruby Pepper.