Refund policy

Returns, withdrawal and product issues

Contact support@void-factories.com with your order number and affected items.

EU consumer withdrawal

For standard products, notify withdrawal within 14 days of delivery without giving a reason. An explicit statement is sufficient; our reply is not a condition for exercising this right. Return the goods within 14 days of notification to the address we provide. Do not send parcels to production centres without instructions.

You pay the direct cost of return shipping for a change of mind. There is no fixed restocking fee. You may inspect and try the garment as necessary to establish its nature, characteristics and fit. Any loss of value caused by further handling is assessed and documented within the permitted limits. Keep proof of return shipping.

Refunds

Refunds use the original payment method unless otherwise agreed without fees, within 14 days of withdrawal notification. We may withhold the refund until we receive the goods or evidence of their return, whichever is earlier. Withdrawal from the whole order includes the original standard delivery charge, but not extra charges for a more expensive delivery option you chose. Any deduction for reduced value is explained.

Sizes and personalisation

We do not offer free size exchanges: where applicable, return a standard garment and place a new order. Made-to-measure or clearly personalised goods may be excluded from withdrawal where applicable and disclosed before purchase. Making a standard catalogue design after ordering does not by itself make it personalised.

Defects or wrong items

Send a description and helpful photos. We assess the case and applicable remedies, including repair or replacement and, where legally provided, a price reduction or contract termination. Reporting an issue does not trigger an automatic refund. Remedies owed for non-conformity are free to the consumer. EU consumers retain at least the two-year legal guarantee; these procedures do not restrict those rights.

Other markets

We do not offer general free commercial returns or an additional voluntary cooling-off period outside the EU. Mandatory consumer rights applicable in the customer’s country remain unaffected.