RETURNS AND REFUNDS

THE QUICK VERSION

Bought something and it isn’t quite right? No drama.

You may request a return within 30 days of receiving your order, provided the item is eligible and returned in the required condition.

For returns or exchanges due to sizing, fit or a change of mind:

you pay the cost of sending the item back
for a UK exchange, you also pay £3.99 for us to send the replacement
international exchange postage is calculated separately

If your item is faulty, damaged, incorrectly printed or not what you ordered, VOID Running will cover the reasonable return cost and you will not be charged to receive a replacement.

Nothing in this policy affects your statutory consumer rights.

OUR 30-DAY RETURNS POLICY

You may request to return an eligible item within 30 days of the date it was delivered.

To start a return, email hello@voidrunning.com before posting the item back.

Once we have provided the return instructions, the item should be sent back within 14 days.

To qualify for a return because of sizing, fit or a change of mind, the item must be:

unworn, other than briefly trying it on
unwashed
free from marks, makeup, deodorant, smells, pet hair or other damage
returned with any original labels or packaging, where possible
packaged securely to protect the garment and print

Trying it on is fine. Running ten miles in it before deciding black is not really your colour is not.

We reserve the right to refuse a return or reduce the refund where an item has been worn, washed, damaged or handled beyond what would reasonably be necessary to inspect it.

WHO PAYS THE POSTAGE?

Returns for sizing, fit or a change of mind

You are responsible for paying the cost of sending the item back to us.

We recommend using a tracked postal service and keeping your proof of postage.

The returned item remains your responsibility until it has been delivered to us. VOID Running cannot issue a refund for a return that does not arrive, although you may be able to make a claim through the postal service you used.

UK exchanges

For an ordinary UK exchange:

you pay to send the original item back
you pay a £3.99 re-delivery charge
we send the replacement after receiving and approving the returned item

The £3.99 charge helps cover the cost of packing and posting the replacement garment.

International exchanges

For an international exchange:

you pay to send the original item back
you pay the postage cost for the replacement item
we will confirm the replacement postage charge before dispatch

Faulty, damaged or incorrect items

If an item is faulty, damaged, incorrectly printed or different from what you ordered, you will not be charged for reasonable return postage or for the replacement to be sent.

Please contact us before posting the item back. We will provide return instructions and agree the appropriate return method.

Do not use an expensive, express or premium return service unless we have agreed to it beforehand.

YOUR RIGHT TO CANCEL AN ONLINE ORDER

UK customers have the legal right to cancel most online orders without giving a reason.

You must tell us that you wish to cancel within 14 days after the day your order is delivered. You then have a further 14 days to send the item back.

You may inspect and try on clothing in the same way that you reasonably could in a shop. Please do not wear it for a run, wash it or remove anything unnecessarily.

Where an item has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any resulting loss in value.

To cancel, email hello@voidrunning.com with a clear statement that you wish to cancel your order. Including your order number will help us find it more quickly, but you do not need to give a reason.

EXCHANGES

To request an exchange, email hello@voidrunning.com and include:

your order number
the item and size you are returning
the replacement size, fit or item you would like

All exchanges are subject to availability.

For an exchange due to sizing, fit or a change of mind, you are responsible for:

returning the original item at your own cost
paying the applicable re-delivery charge

For UK orders, the re-delivery charge is £3.99.

For international orders, we will confirm the re-delivery charge before sending the replacement.

The replacement will be dispatched after:

the original item has been received
the item has passed our returns inspection
the replacement is available
the re-delivery charge has been paid

If the requested replacement is unavailable, we will contact you to offer an alternative or a refund.

There is no return or re-delivery charge where the exchange is required because the item is faulty, damaged, incorrectly printed or different from what you ordered.

An exchange is an optional service offered by VOID Running and does not replace your right to request a refund where you are legally entitled to one.

REFUNDS

Refunds are issued to the original payment method.

We normally process refunds within 3–5 working days after receiving and checking the returned item. Your bank, card provider or payment service may take additional time to display the money in your account.

Where you cancel your entire order within the statutory 14-day cancellation period, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for express, upgraded or premium delivery is not refundable.

Where only part of an order is returned, the original delivery charge will not normally be refunded if the delivery cost would have been the same for the items you kept.

Original delivery charges are not normally refunded for returns made under our additional 15–30-day returns window unless the item is faulty, damaged, incorrect or the law requires otherwise.

We will issue any refund required under your statutory cancellation rights no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.

FAULTY, DAMAGED OR INCORRECT ITEMS

Every item should arrive correctly printed, undamaged and as described. Occasionally, reality has other ideas.

Contact hello@voidrunning.com as soon as you notice a problem and include:

your order number
a description of the issue
clear photographs of the item
photographs of the packaging where relevant

Photographs help us assess and resolve the problem quickly, but contacting us outside a suggested reporting period does not automatically remove your statutory rights.

If an item is confirmed as faulty, damaged, incorrectly printed or different from what you ordered, we will offer the appropriate remedy. Depending on the circumstances, this may be:

a replacement
an exchange
a repair, where appropriate
a full or partial refund

Customers may have the right to reject faulty goods for a full refund within the first 30 days after delivery. After this period, rights to a repair, replacement, price reduction or refund may continue under the Consumer Rights Act 2015.

We will provide return instructions and cover reasonable return postage where an item needs to be returned because of an error or fault on our side.

Please do not pay for an expensive return service without agreeing the method and cost with us first.

PRINTED-TO-ORDER ITEMS

Most VOID Running products are printed after you order them. This helps us reduce waste and prevents us from building a warehouse full of shirts nobody has asked for.

Choosing one of our standard designs, garment styles, colours or available sizes does not normally make the product personalised. Our ordinary returns policy therefore still applies to standard VOID Running products, even though they are printed to order.

PERSONALISED AND CUSTOM ITEMS

Products made to your individual specifications or clearly personalised for you cannot usually be returned simply because you have changed your mind.

Examples may include:

names, dates or personal wording added at your request
customer-supplied artwork
individually commissioned designs
non-standard print placements
unusual garment and print combinations produced specifically for you
one-off modifications agreed with you before production

Personalised and custom products can still be returned where they are:

faulty
damaged
incorrectly produced
different from what was agreed

Where production has not yet started, we may be able to cancel it. Once design, printing or production work has begun, cancellation may no longer be possible.

HOW TO START A RETURN OR EXCHANGE

Email hello@voidrunning.com and include:

your order number
the item you wish to return
whether you would like a refund or exchange
the replacement size or item, where applicable
details and photographs if the item is faulty, damaged or incorrect

You do not need to provide a reason when exercising your statutory right to cancel, although feedback about fit and sizing is always useful.

We will reply with:

the correct return address
return instructions
details of any exchange re-delivery charge
any other information needed to process the return

Please contact us before posting anything back.

Do not return an item to our printer, Royal Mail or an address shown on the original parcel unless we have specifically instructed you to use that address.

Including your order number inside the return parcel will help us identify it.

Otherwise, it may disappear into the void. Literally.

RETURN PACKAGING

Please fold and package the item securely.

Where possible, use the original mailing bag or another suitable waterproof package.

Do not attach tape, postage labels or writing directly to the garment or its original product packaging.

VOID Running may refuse a return or reduce the refund where the item has been damaged because it was packaged carelessly.

WRONG ADDRESS OR UNCOLLECTED PARCELS

If a parcel is returned to us because the address was incorrect, incomplete or the parcel wasn’t collected, we can re-send it once we’ve confirmed the details.

A re-delivery charge may apply.

INTERNATIONAL RETURNS

International customers may request to return eligible items within 30 days of delivery, subject to the conditions in this policy.

For international returns due to sizing, fit or a change of mind:

you are responsible for return postage
you should use a tracked service
you must retain proof of postage
you are responsible for the applicable replacement postage if requesting an exchange

Contact us before making an international return. We will provide the correct return information and any required customs instructions.

Where possible, the parcel should be clearly identified as returned goods. VOID Running cannot guarantee how an overseas customs authority or postal carrier will process the parcel.

If an international item is faulty, damaged or incorrect, contact us before returning it. We will agree an appropriate return method and cover reasonable agreed costs where required.

Customs charges and import taxes

Customs charges, import VAT and courier handling fees may be controlled by the destination country, customs authority or delivery company.

Where taxes or duties were collected directly by VOID Running at checkout, any applicable refund will depend on how those charges were collected and the relevant requirements.

Where charges were paid directly to a customs authority, postal operator or courier, VOID Running may be unable to refund them. You may need to apply to the relevant organisation for repayment.

Nothing in this policy restricts any mandatory consumer rights that apply in the customer’s country.

ORDERS RETURNED TO SENDER

Please check your delivery address carefully before completing your order.

A parcel may be returned to us where:

the address provided was incorrect or incomplete
delivery was refused
the parcel was not collected
the carrier was unable to complete delivery
customs charges were not paid
the parcel was returned by the postal service

Once the parcel arrives back with us, we will contact you.

Where the parcel was returned for a reason outside VOID Running’s control, you may choose:

to pay the applicable postage charge for it to be sent again; or
to request a refund for the returned products, where available

Original postage costs will not normally be refunded where a parcel was returned because of an incorrect address, refusal, non-collection or unpaid customs charges.

Any new postage charge must be paid before the order is dispatched again.

If the parcel was returned because of an error by VOID Running, we will arrange re-delivery at no cost to you.

CONTACT US

For returns, exchanges, refunds or faulty products, contact:

Email: hello@voidrunning.com

Please include your order number wherever possible so we can sort things out without shouting blindly into the void.