Refund policy
14-Day Returns
We want you to be happy with your purchase. In addition to your statutory rights, Fill The Void offers a 14-day returns policy.
For eligible items, this means you have 14 days after receiving your item to request a change-of-mind return.
To be eligible for a change-of-mind return under our 14-day returns policy, the item must be returned in the same condition in which you received it, unused, with any tags attached and, where applicable, in its original packaging. You will also need your order number or other proof of purchase.
To request a return, contact us at hello@fillthevoid.co.uk before sending anything back. If your return is accepted, we will provide instructions explaining where and how to return your item.
Please do not send a return to our registered office or directly back to the manufacturer or supplier unless we specifically instruct you to do so. The correct return address may vary depending on the product. Items returned without first contacting us may delay the processing of your return.
Change-of-Mind Returns
For eligible change-of-mind returns, customers are responsible for the cost of returning the item unless we agree otherwise.
Where you exercise your statutory right to cancel an online purchase, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge will not normally be refunded.
You are entitled to inspect an item as you would reasonably be able to in a shop. We may reduce a refund where the value of an item has been diminished as a result of handling beyond what is necessary to establish its nature, characteristics and functioning.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged, not as described, or if you receive the wrong item.
Where an item is faulty, damaged, not as described or otherwise does not conform to your statutory rights, we will provide an appropriate remedy in accordance with UK consumer law.
Where a return is required because the goods are faulty or incorrect, Fill The Void will bear reasonable return costs.
Nothing in this policy affects your statutory rights.
Cancellations and Your Statutory Cooling-Off Right
If you are a UK consumer purchasing online, you normally have the legal right to cancel an eligible order without giving a reason within 14 days beginning the day after you receive the goods.
To exercise this right, contact us at hello@fillthevoid.co.uk with a clear statement that you wish to cancel. You may also use our Model Cancellation Form, although you are not required to use the form to exercise your right to cancel.
After notifying us, you must return the goods within 14 days, unless we have agreed to collect them.
If you contact us before your order has been dispatched, we will do our best to stop the order before it is sent. However, some orders may enter production or fulfilment shortly after being placed and it may not always be possible to prevent dispatch.
Where applicable, this does not affect your statutory right to cancel and return the goods after receiving them.
Our voluntary 14-day returns policy is offered in addition to these statutory rights and does not replace or restrict them.
Made-to-Order Clothing
Some Fill The Void clothing is produced to order rather than held as finished stock.
Our standard Fill The Void made-to-order clothing is eligible for our returns policy unless the item has been personalised or otherwise made to your individual specifications.
The fact that a standard item is produced after an order is placed does not, by itself, mean that it is excluded from our returns policy.
Exceptions
Certain goods may be excluded from change-of-mind cancellation or return rights where permitted by law. Examples can include goods made to your specifications or clearly personalised, perishable goods, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
Any product-specific exception will be made clear where applicable.
These exceptions do not affect your rights where goods are faulty, damaged or not as described.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please contact us to arrange a return where eligible and place a new order for the replacement item.
Refunds
Once we receive your return, or where applicable receive evidence that it has been sent back, we will process your refund in accordance with your statutory rights and this policy.
Approved refunds will be made to your original payment method. Please allow additional time for your bank or payment provider to process the refund after it has been issued.
For statutory cancellations, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you have returned them, as applicable.
Contact Us
If you have any questions about a return, cancellation or refund, contact us at:
Email: hello@fillthevoid.co.uk
Company: Fill The Void Ltd
Company number: 16700655
Registered office: Thistledown Barn, 204 Holcot Lane, Sywell, Northampton, England, NN6 0BG
Please contact us before returning goods, as the appropriate return address may differ from our registered office.