Refund & Returns
UPPERVOID REFUND & RETURNS POLICY
Effective date: November 1, 2026
At UPPERVOID, we want you to feel confident in every purchase. If something isn't quite right, we're here to help you find a suitable solution.
This policy explains our additional voluntary return arrangements and your separate statutory rights. A condition attached to our voluntary policy does not restrict a return, cancellation or remedy to which you are entitled by law.
1. Return Eligibility & Our Additional 30-Day Window
For eligible products purchased directly from www.uppervoid.com, we accept voluntary return requests made within 30 days of delivery.
Please contact contact@uppervoid.com within this period and provide your order number and the products you wish to return. For a voluntary return, we will confirm eligibility and provide the appropriate return instructions. Unless otherwise agreed, please send the goods back within 14 days of receiving those instructions.
This voluntary procedure is separate from statutory cancellation rights. If you are exercising a statutory right, you do not need our prior approval, a return authorization number or a reason for changing your mind. The statutory notice and return deadlines in Section 2 apply instead.
Products purchased from an independent retailer or third-party platform should generally be returned through the original seller, subject to your applicable rights.
Archive Sale items and genuinely personalized or custom-made products may have different voluntary return conditions, as explained in Section 7.
2. EU & UK Statutory Cancellation Rights
If your purchase is covered by EU or UK consumer distance-selling rules, you may cancel an eligible online purchase without giving a reason.
Notification deadline
The usual cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, physically receives the goods. For multiple goods ordered in one order and delivered separately, the period generally runs from receipt of the last good. For goods delivered in multiple lots or pieces, it generally runs from receipt of the last lot or piece.
You may also notify us of cancellation before delivery. Any longer period or extension required by applicable law remains available to you.
How to notify us
Send a clear statement of your decision to cancel to contact@uppervoid.com, use the online withdrawal function described in Section 3, or send a written notice to the trader's correspondence address shown in our Terms & Conditions. You may use the model cancellation form in Section 13, but it is not compulsory.
Please include sufficient information to identify your purchase. Giving a reason, waiting for approval or obtaining a return authorization number is not required. Sending your cancellation notice before the applicable deadline is sufficient.
Returning the goods
Unless we have offered to collect them, send or hand back the goods without undue delay and no later than 14 days after the day on which you notify us of cancellation. The deadline is met if you send the goods before that period expires.
Use the regional return hub listed in Section 6 for your region, unless we agree another suitable arrangement with you. Contact us if you need a label or customs guidance, but do not wait for an approval message to exercise your statutory right.
Return costs and condition
For a change-of-mind cancellation, you bear the direct cost of returning the goods where this was properly disclosed before purchase, unless we have agreed to pay it. We bear costs where required by law, including the necessary costs of remedies for qualifying faulty, incorrect or non-conforming goods.
You may handle the goods as needed to establish their nature, characteristics and functioning, as you would reasonably do in a shop. We may only deduct for diminished value caused by handling beyond what is necessary where the law permits. Missing original packaging or tags does not automatically remove a statutory cancellation right.
Exceptions
The right to cancel may not apply to goods made to your specifications or clearly personalized, or to other narrowly defined statutory exceptions where applicable. Ordinary pre-orders, standard size or color choices, and discounted or Archive Sale status do not by themselves make a product exempt.
These cancellation rights are separate from rights relating to faulty or non-conforming goods. Refund rules are set out in Section 8.
3. Online Withdrawal Function
To cancel an eligible online purchase, use “Withdraw from contract” at https://www.uppervoid.com/pages/withdraw. The same clearly labeled entry is available in our website footer.
Provide or confirm your name, the details identifying your order, and the email address at which you wish to receive confirmation. Review your statement and select “Confirm withdrawal” to submit it.
We will send an acknowledgement by email without undue delay, including the content of your withdrawal statement and its submission date and time. This acknowledgement records your notice; it is not a requirement for prior approval and is separate from the later refund confirmation.
You may still cancel by email or another clear statement as described in Section 2. If you experience a technical problem, email contact@uppervoid.com before your cancellation deadline.
4. Product Condition, Packaging & Sizing
For standard voluntary returns, items should be:
· Unused and unworn, except for reasonable indoor fitting.
· Unwashed and free from alterations.
· In their original condition, without damage, stains, odors or significant signs of wear.
· Returned with all original tags, packaging and accessories, where these were provided.
For footwear, we recommend trying shoes on indoors on a clean surface to avoid marking the outsoles. Minor handling associated with normal fitting is acceptable.
If an item was delivered without certain tags or accessories, please let us know. You will not be held responsible for components that were not originally included.
For a statutory cancellation, the statutory condition and diminished-value rules in Section 2 apply instead of any stricter voluntary return condition. Any lawful deduction will reflect actual diminished value, and we will explain its basis.
International sizing and garment labels
Please use the sizing system and product-specific Size Guide displayed on the relevant product page. Some garments may carry a corresponding regional size on their physical label.
A different regional label does not necessarily mean that an incorrect size was shipped. However, we will assess the item against the size conversion, description and measurements disclosed for that product when you purchased it. We will not rely on an undisclosed conversion to dismiss a wrong-size complaint.
If you believe you received an incorrect size or that the product materially differs from its published measurements, contact us and we will review it with you.
5. Return Shipping & Exchanges
United States — Contiguous U.S.
For an eligible voluntary return for a refund due to size, fit or a change of mind, you are responsible for the direct cost of returning the goods. Please use a reasonably priced tracked shipping service of your choice and retain proof of dispatch. If we offer an optional paid return label, we will explain its price and terms before you agree to use it; we will not make undisclosed deductions from your refund.
For your first eligible size exchange, UPPERVOID provides a complimentary prepaid return label for the original item and covers standard shipping for the replacement, subject to availability. This offer applies to the contiguous United States. Shipping for additional voluntary exchanges will be discussed in advance.
Alaska, Hawaii and Remote U.S. Destinations
We support shipping and returns to Alaska and Hawaii, but delivery times, available services and shipping charges may differ from those for the contiguous United States. Additional return or exchange shipping charges may apply in these locations and certain remote destinations. Please contact contact@uppervoid.com before placing an order or arranging a return to confirm the available options and costs. We will not impose undisclosed charges, and legally required remedies for incorrect or non-conforming goods remain free of charge.
United Kingdom, European Union and other destinations
For returns due to size, fit, personal preference or a change of mind, you normally bear the direct return shipping cost, provided this was properly disclosed before purchase, unless we agree otherwise or applicable law requires us to pay it.
We recommend a reasonably priced, tracked postal or courier service and retaining proof of dispatch. Please ask for guidance if the appropriate route or customs procedure is unclear.
Incorrect, damaged, defective or non-conforming items
Where a return is necessary to provide a remedy for an error attributable to UPPERVOID or a qualifying product fault, we will arrange or reimburse the necessary reasonable return costs as required by law. The applicable legal remedy will be provided free of charge.
Please contact us so that we can arrange a suitable service before you incur unusually expensive international shipping costs. This request is for coordination and does not make statutory rights dependent on our prior approval.
Size and color exchanges
To request an exchange, email contact@uppervoid.com with:
· Your order number.
· The product, color and size received.
· Your preferred replacement size or color.
· The item's condition.
· Your current shipping address and, if needed, collection address.
We aim to respond within two business days and confirm availability. Exchanges are subject to stock.
For an eligible exchange, UPPERVOID covers standard shipping of the replacement item under the applicable regional arrangements described above. The cost of returning the original item follows those regional rules; the first eligible size exchange in the contiguous United States includes a complimentary prepaid return label. Any different arrangement for additional voluntary exchanges, shipping to remote destinations, or any price difference for an agreed alternative product will be explained and agreed before proceeding.
We normally dispatch the replacement after receiving and inspecting the returned item. We may agree to an earlier replacement in an individual case. This exchange procedure does not delay a refund or other remedy required by law.
If the requested replacement is unavailable, we will discuss alternatives, including a refund where eligible. You do not have to accept store credit instead of a monetary refund to which you are entitled.
6. Regional Return Hubs
Use the return hub for your delivery region below, unless we agree another suitable arrangement with you. Our hubs receive and inspect returns and can return suitable goods to stock. Restocking is an internal inventory decision, not a separate condition that overrides statutory refund deadlines.
United States — US Return Hub
UPPERVOID Return Hub
10635 Pennant Ave
Las Vegas, NV 89166
United States
European Union — EU Return Hub
UPPERVOID Return Hub / CLPW GmbH
Wiesenstr. 21
40549 Düsseldorf
Germany
Our German return hub accepts returns sent from all European Union member states.
United Kingdom — UK Return Hub
UPPERVOID Return Hub
62 Bells Hill
Barnet, London
EN5 2SQ
United Kingdom
Other destinations
Please contact contact@uppervoid.com to confirm the appropriate return destination. Switzerland, Norway and other non-EU countries are not automatically included in the EU routing above.
Identifying your return
Please include your order number and a list of the items, sizes and quantities inside the parcel. Where available, email us the tracking number or proof of dispatch.
You do not need a dedicated RMA or return authorization number to exercise a statutory right. If you cannot locate your order number, contact us with other information that identifies the purchase.
The hubs are return-processing addresses. Customer service and cancellation notices should be directed through the contact methods in this policy; the trader's correspondence details are shown in our Terms & Conditions.
7. Archive Sale, Promotional & Custom-Made Items
Archive Sale products are selected pieces from previous collections, often offered in limited quantities at special prices.
Unless required by applicable law, clearly identified Archive Sale items are not eligible for our additional voluntary returns or exchanges for size, fit, personal preference or a change of mind.
This limitation does not exclude an applicable EU or UK statutory cancellation right or rights relating to faulty, damaged, incorrect or non-conforming goods. An ordinary discounted product does not lose those rights simply because it is marked “Sale” or “Final Sale”.
Regular seasonal or promotional discounts do not automatically make an item an Archive Sale item. Any lawful special voluntary return conditions must be clearly disclosed before purchase.
Goods genuinely made to your specifications or clearly personalized may be excluded from change-of-mind cancellation where the law permits. Standard products offered on pre-order are not treated as personalized goods merely because they are supplied later.
Please review the product details and measurements before purchase. Any discretionary exception to our voluntary Archive Sale policy will be confirmed in writing and does not restrict statutory rights.
8. Refunds & Processing Times
Statutory cancellation — EU
We will reimburse payments due without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.
Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you supply evidence that you have sent them back, whichever occurs first. We will not wait for completion of an internal inspection where doing so would breach the applicable deadline.
Statutory cancellation — UK
We will reimburse payments due without undue delay. Where goods are being returned and we have not offered to collect them, the deadline is no later than 14 days after the day we receive the goods back or, if earlier, after the day you provide evidence that you sent them back.
Where we have offered to collect the goods, or no goods were supplied, the deadline is no later than 14 days after the day we are informed of cancellation.
Delivery charges
If you cancel the whole eligible contract under a statutory cancellation right, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered. We do not have to refund the extra cost of an optional premium or express service you selected.
For a partial return where you keep other items, any refund of the original delivery charge will be determined in accordance with applicable law and the circumstances of the order. We will explain the calculation where a delivery-charge refund is applicable.
We refund the amount actually paid for returned goods, taking account of item-level discounts, the allocation of order-level discounts and any refund already issued. We will explain the calculation. We will not retrospectively impose a shipping charge on an order that originally qualified for free shipping, or charge an administrative or restocking fee, under this policy.
Additional voluntary returns
For an eligible voluntary return, we aim to inspect the goods and initiate any approved refund within five business days after the parcel is received at our return hub. If we need additional information or identify an issue with the returned goods, we will contact you promptly. This service target does not extend or override a statutory refund deadline.
For a purely voluntary change-of-mind return outside a statutory cancellation right, original outbound shipping charges are not refundable unless we agreed otherwise.
Payment method and confirmation
Refunds are issued using the same payment method used for the original transaction unless you expressly agree to another method. You will not incur a fee for the refund. We will not substitute a discount code, gift card or store credit for a legally due monetary refund without your express agreement.
We will send confirmation when the refund is processed. Your bank, card issuer or payment provider may then take approximately three to five business days to show the funds. This is an estimate and does not extend our legal obligation to issue the refund.
9. Incorrect, Damaged, Defective or Non-Conforming Products
If you receive an incorrect item, discover damage, or believe the goods are defective or do not match their description, contact contact@uppervoid.com with your order details and a description of the problem.
Photographs of the product, packaging or affected area can help where reasonably available. We will not make a statutory remedy conditional on evidence that is unreasonable or impossible for you to provide.
We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund. Any right you have to choose or reject a particular remedy under applicable law remains unaffected.
Qualifying remedies are provided free of charge, including necessary shipping costs where legally required. Ordinary wear and tear or damage caused by misuse is not, by itself, a manufacturing defect.
Rights concerning faulty or non-conforming goods apply independently of our 30-day voluntary window and the change-of-mind cancellation period. The expiry of either period does not, by itself, end those rights.
10. Return Customs, Duties & Taxes
Our outbound delivery terms, including the applicable import duty and tax arrangements, are explained in our Shipping & Delivery Policy:
https://www.uppervoid.com/pages/shipping-delivery
Please follow accurate customs instructions for an international return and ask us for guidance where needed. Do not declare a false value or describe a purchase as a gift.
We will not automatically deduct customs duties, handling fees or penalties from your refund merely because you returned goods without a prior authorization number.
Any proposed lawful deduction or allocation of an additional cost will be assessed individually, explained to you and supported by the relevant circumstances. We will not deduct costs caused by our own error or costs that the law requires us to bear.
Where a tax was paid directly to a carrier or customs authority rather than to UPPERVOID, a separate recovery process may be necessary. We will help clarify that process, without excluding any reimbursement obligation under our published delivery commitments or applicable law.
11. Alternative Resolutions & Goodwill
We may agree an individual solution to avoid unnecessary shipping or delay, such as a partial refund without return, an earlier replacement or a one-time voluntary policy exception.
Any such arrangement will be explained and confirmed in writing. It does not automatically create the same entitlement for future purchases or waive rights that cannot lawfully be waived.
A promotional code or other non-cash benefit will not replace a monetary refund to which you are legally entitled without your express agreement. Details about promotional codes, store credit and payment disputes are set out in our Terms & Conditions:
https://www.uppervoid.com/pages/terms-conditions
12. Contacting Us
Email: contact@uppervoid.com
Website: https://www.uppervoid.com
Please identify the order and the goods concerned. If you are requesting an exchange, tell us your preferred size or color. If you are reporting a fault or delivery issue, provide a brief description and supporting information where reasonably available.
You do not need to give a reason for exercising a statutory change-of-mind cancellation right.
For voluntary returns, please obtain the relevant instructions before shipping. For statutory cancellation, contacting us helps coordinate the return but does not make your notice dependent on approval.
If you have not received a response, check your spam or junk folder and contact us again. A delayed reply does not invalidate a timely statutory cancellation notice.
13. Model Cancellation Form
Complete and send this form only if you wish to cancel. You may instead send any other clear statement of cancellation. The form is optional.
To:
Email: contact@uppervoid.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
__________________________________________________
Order number, if available: ________________________
Ordered on (*) / received on (*): __________________
Name of consumer(s): ______________________________
Address of consumer(s): ___________________________
__________________________________________________
Signature of consumer(s), only if this form is notified on paper:
__________________________________________________
Date: ____________________________________________
(*) Delete as appropriate.
14. Statutory Rights & Policy Changes
Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded. Where applicable law provides greater protection, that law prevails.
This policy governs consumer purchases from our official website. Separate written business-to-business terms may apply to genuine wholesale transactions; an account label alone does not determine whether a purchase is a consumer transaction.
The updated voluntary policy applies to purchases made on or after its effective date. It does not reduce statutory rights or binding commitments associated with earlier purchases. The version applicable to your purchase remains available from customer service on request.
UPPERVOID
Refund & Returns
UPPERVOID REFUND & RETURNS POLICY
Effective date: November 1, 2026
At UPPERVOID, we want you to feel confident in every purchase. If something isn't quite right, we're here to help you find a suitable solution.
This policy explains our additional voluntary return arrangements and your separate statutory rights. A condition attached to our voluntary policy does not restrict a return, cancellation or remedy to which you are entitled by law.
1. Return Eligibility & Our Additional 30-Day Window
For eligible products purchased directly from www.uppervoid.com, we accept voluntary return requests made within 30 days of delivery.
Please contact contact@uppervoid.com within this period and provide your order number and the products you wish to return. For a voluntary return, we will confirm eligibility and provide the appropriate return instructions. Unless otherwise agreed, please send the goods back within 14 days of receiving those instructions.
This voluntary procedure is separate from statutory cancellation rights. If you are exercising a statutory right, you do not need our prior approval, a return authorization number or a reason for changing your mind. The statutory notice and return deadlines in Section 2 apply instead.
Products purchased from an independent retailer or third-party platform should generally be returned through the original seller, subject to your applicable rights.
Archive Sale items and genuinely personalized or custom-made products may have different voluntary return conditions, as explained in Section 7.
2. EU & UK Statutory Cancellation Rights
If your purchase is covered by EU or UK consumer distance-selling rules, you may cancel an eligible online purchase without giving a reason.
Notification deadline
The usual cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, physically receives the goods. For multiple goods ordered in one order and delivered separately, the period generally runs from receipt of the last good. For goods delivered in multiple lots or pieces, it generally runs from receipt of the last lot or piece.
You may also notify us of cancellation before delivery. Any longer period or extension required by applicable law remains available to you.
How to notify us
Send a clear statement of your decision to cancel to contact@uppervoid.com, use the online withdrawal function described in Section 3, or send a written notice to the trader's correspondence address shown in our Terms & Conditions. You may use the model cancellation form in Section 13, but it is not compulsory.
Please include sufficient information to identify your purchase. Giving a reason, waiting for approval or obtaining a return authorization number is not required. Sending your cancellation notice before the applicable deadline is sufficient.
Returning the goods
Unless we have offered to collect them, send or hand back the goods without undue delay and no later than 14 days after the day on which you notify us of cancellation. The deadline is met if you send the goods before that period expires.
Use the regional return hub listed in Section 6 for your region, unless we agree another suitable arrangement with you. Contact us if you need a label or customs guidance, but do not wait for an approval message to exercise your statutory right.
Return costs and condition
For a change-of-mind cancellation, you bear the direct cost of returning the goods where this was properly disclosed before purchase, unless we have agreed to pay it. We bear costs where required by law, including the necessary costs of remedies for qualifying faulty, incorrect or non-conforming goods.
You may handle the goods as needed to establish their nature, characteristics and functioning, as you would reasonably do in a shop. We may only deduct for diminished value caused by handling beyond what is necessary where the law permits. Missing original packaging or tags does not automatically remove a statutory cancellation right.
Exceptions
The right to cancel may not apply to goods made to your specifications or clearly personalized, or to other narrowly defined statutory exceptions where applicable. Ordinary pre-orders, standard size or color choices, and discounted or Archive Sale status do not by themselves make a product exempt.
These cancellation rights are separate from rights relating to faulty or non-conforming goods. Refund rules are set out in Section 8.
3. Online Withdrawal Function
To cancel an eligible online purchase, use “Withdraw from contract” at https://www.uppervoid.com/pages/withdraw. The same clearly labeled entry is available in our website footer.
Provide or confirm your name, the details identifying your order, and the email address at which you wish to receive confirmation. Review your statement and select “Confirm withdrawal” to submit it.
We will send an acknowledgement by email without undue delay, including the content of your withdrawal statement and its submission date and time. This acknowledgement records your notice; it is not a requirement for prior approval and is separate from the later refund confirmation.
You may still cancel by email or another clear statement as described in Section 2. If you experience a technical problem, email contact@uppervoid.com before your cancellation deadline.
4. Product Condition, Packaging & Sizing
For standard voluntary returns, items should be:
· Unused and unworn, except for reasonable indoor fitting.
· Unwashed and free from alterations.
· In their original condition, without damage, stains, odors or significant signs of wear.
· Returned with all original tags, packaging and accessories, where these were provided.
For footwear, we recommend trying shoes on indoors on a clean surface to avoid marking the outsoles. Minor handling associated with normal fitting is acceptable.
If an item was delivered without certain tags or accessories, please let us know. You will not be held responsible for components that were not originally included.
For a statutory cancellation, the statutory condition and diminished-value rules in Section 2 apply instead of any stricter voluntary return condition. Any lawful deduction will reflect actual diminished value, and we will explain its basis.
International sizing and garment labels
Please use the sizing system and product-specific Size Guide displayed on the relevant product page. Some garments may carry a corresponding regional size on their physical label.
A different regional label does not necessarily mean that an incorrect size was shipped. However, we will assess the item against the size conversion, description and measurements disclosed for that product when you purchased it. We will not rely on an undisclosed conversion to dismiss a wrong-size complaint.
If you believe you received an incorrect size or that the product materially differs from its published measurements, contact us and we will review it with you.
5. Return Shipping & Exchanges
United States — Contiguous U.S.
For an eligible voluntary return for a refund due to size, fit or a change of mind, you are responsible for the direct cost of returning the goods. Please use a reasonably priced tracked shipping service of your choice and retain proof of dispatch. If we offer an optional paid return label, we will explain its price and terms before you agree to use it; we will not make undisclosed deductions from your refund.
For your first eligible size exchange, UPPERVOID provides a complimentary prepaid return label for the original item and covers standard shipping for the replacement, subject to availability. This offer applies to the contiguous United States. Shipping for additional voluntary exchanges will be discussed in advance.
Alaska, Hawaii and Remote U.S. Destinations
We support shipping and returns to Alaska and Hawaii, but delivery times, available services and shipping charges may differ from those for the contiguous United States. Additional return or exchange shipping charges may apply in these locations and certain remote destinations. Please contact contact@uppervoid.com before placing an order or arranging a return to confirm the available options and costs. We will not impose undisclosed charges, and legally required remedies for incorrect or non-conforming goods remain free of charge.
United Kingdom, European Union and other destinations
For returns due to size, fit, personal preference or a change of mind, you normally bear the direct return shipping cost, provided this was properly disclosed before purchase, unless we agree otherwise or applicable law requires us to pay it.
We recommend a reasonably priced, tracked postal or courier service and retaining proof of dispatch. Please ask for guidance if the appropriate route or customs procedure is unclear.
Incorrect, damaged, defective or non-conforming items
Where a return is necessary to provide a remedy for an error attributable to UPPERVOID or a qualifying product fault, we will arrange or reimburse the necessary reasonable return costs as required by law. The applicable legal remedy will be provided free of charge.
Please contact us so that we can arrange a suitable service before you incur unusually expensive international shipping costs. This request is for coordination and does not make statutory rights dependent on our prior approval.
Size and color exchanges
To request an exchange, email contact@uppervoid.com with:
· Your order number.
· The product, color and size received.
· Your preferred replacement size or color.
· The item's condition.
· Your current shipping address and, if needed, collection address.
We aim to respond within two business days and confirm availability. Exchanges are subject to stock.
For an eligible exchange, UPPERVOID covers standard shipping of the replacement item under the applicable regional arrangements described above. The cost of returning the original item follows those regional rules; the first eligible size exchange in the contiguous United States includes a complimentary prepaid return label. Any different arrangement for additional voluntary exchanges, shipping to remote destinations, or any price difference for an agreed alternative product will be explained and agreed before proceeding.
We normally dispatch the replacement after receiving and inspecting the returned item. We may agree to an earlier replacement in an individual case. This exchange procedure does not delay a refund or other remedy required by law.
If the requested replacement is unavailable, we will discuss alternatives, including a refund where eligible. You do not have to accept store credit instead of a monetary refund to which you are entitled.
6. Regional Return Hubs
Use the return hub for your delivery region below, unless we agree another suitable arrangement with you. Our hubs receive and inspect returns and can return suitable goods to stock. Restocking is an internal inventory decision, not a separate condition that overrides statutory refund deadlines.
United States — US Return Hub
UPPERVOID Return Hub
10635 Pennant Ave
Las Vegas, NV 89166
United States
European Union — EU Return Hub
UPPERVOID Return Hub / CLPW GmbH
Wiesenstr. 21
40549 Düsseldorf
Germany
Our German return hub accepts returns sent from all European Union member states.
United Kingdom — UK Return Hub
UPPERVOID Return Hub
62 Bells Hill
Barnet, London
EN5 2SQ
United Kingdom
Other destinations
Please contact contact@uppervoid.com to confirm the appropriate return destination. Switzerland, Norway and other non-EU countries are not automatically included in the EU routing above.
Identifying your return
Please include your order number and a list of the items, sizes and quantities inside the parcel. Where available, email us the tracking number or proof of dispatch.
You do not need a dedicated RMA or return authorization number to exercise a statutory right. If you cannot locate your order number, contact us with other information that identifies the purchase.
The hubs are return-processing addresses. Customer service and cancellation notices should be directed through the contact methods in this policy; the trader's correspondence details are shown in our Terms & Conditions.
7. Archive Sale, Promotional & Custom-Made Items
Archive Sale products are selected pieces from previous collections, often offered in limited quantities at special prices.
Unless required by applicable law, clearly identified Archive Sale items are not eligible for our additional voluntary returns or exchanges for size, fit, personal preference or a change of mind.
This limitation does not exclude an applicable EU or UK statutory cancellation right or rights relating to faulty, damaged, incorrect or non-conforming goods. An ordinary discounted product does not lose those rights simply because it is marked “Sale” or “Final Sale”.
Regular seasonal or promotional discounts do not automatically make an item an Archive Sale item. Any lawful special voluntary return conditions must be clearly disclosed before purchase.
Goods genuinely made to your specifications or clearly personalized may be excluded from change-of-mind cancellation where the law permits. Standard products offered on pre-order are not treated as personalized goods merely because they are supplied later.
Please review the product details and measurements before purchase. Any discretionary exception to our voluntary Archive Sale policy will be confirmed in writing and does not restrict statutory rights.
8. Refunds & Processing Times
Statutory cancellation — EU
We will reimburse payments due without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.
Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you supply evidence that you have sent them back, whichever occurs first. We will not wait for completion of an internal inspection where doing so would breach the applicable deadline.
Statutory cancellation — UK
We will reimburse payments due without undue delay. Where goods are being returned and we have not offered to collect them, the deadline is no later than 14 days after the day we receive the goods back or, if earlier, after the day you provide evidence that you sent them back.
Where we have offered to collect the goods, or no goods were supplied, the deadline is no later than 14 days after the day we are informed of cancellation.
Delivery charges
If you cancel the whole eligible contract under a statutory cancellation right, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered. We do not have to refund the extra cost of an optional premium or express service you selected.
For a partial return where you keep other items, any refund of the original delivery charge will be determined in accordance with applicable law and the circumstances of the order. We will explain the calculation where a delivery-charge refund is applicable.
We refund the amount actually paid for returned goods, taking account of item-level discounts, the allocation of order-level discounts and any refund already issued. We will explain the calculation. We will not retrospectively impose a shipping charge on an order that originally qualified for free shipping, or charge an administrative or restocking fee, under this policy.
Additional voluntary returns
For an eligible voluntary return, we aim to inspect the goods and initiate any approved refund within five business days after the parcel is received at our return hub. If we need additional information or identify an issue with the returned goods, we will contact you promptly. This service target does not extend or override a statutory refund deadline.
For a purely voluntary change-of-mind return outside a statutory cancellation right, original outbound shipping charges are not refundable unless we agreed otherwise.
Payment method and confirmation
Refunds are issued using the same payment method used for the original transaction unless you expressly agree to another method. You will not incur a fee for the refund. We will not substitute a discount code, gift card or store credit for a legally due monetary refund without your express agreement.
We will send confirmation when the refund is processed. Your bank, card issuer or payment provider may then take approximately three to five business days to show the funds. This is an estimate and does not extend our legal obligation to issue the refund.
9. Incorrect, Damaged, Defective or Non-Conforming Products
If you receive an incorrect item, discover damage, or believe the goods are defective or do not match their description, contact contact@uppervoid.com with your order details and a description of the problem.
Photographs of the product, packaging or affected area can help where reasonably available. We will not make a statutory remedy conditional on evidence that is unreasonable or impossible for you to provide.
We will assess the issue and provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund. Any right you have to choose or reject a particular remedy under applicable law remains unaffected.
Qualifying remedies are provided free of charge, including necessary shipping costs where legally required. Ordinary wear and tear or damage caused by misuse is not, by itself, a manufacturing defect.
Rights concerning faulty or non-conforming goods apply independently of our 30-day voluntary window and the change-of-mind cancellation period. The expiry of either period does not, by itself, end those rights.
10. Return Customs, Duties & Taxes
Our outbound delivery terms, including the applicable import duty and tax arrangements, are explained in our Shipping & Delivery Policy:
https://www.uppervoid.com/pages/shipping-delivery
Please follow accurate customs instructions for an international return and ask us for guidance where needed. Do not declare a false value or describe a purchase as a gift.
We will not automatically deduct customs duties, handling fees or penalties from your refund merely because you returned goods without a prior authorization number.
Any proposed lawful deduction or allocation of an additional cost will be assessed individually, explained to you and supported by the relevant circumstances. We will not deduct costs caused by our own error or costs that the law requires us to bear.
Where a tax was paid directly to a carrier or customs authority rather than to UPPERVOID, a separate recovery process may be necessary. We will help clarify that process, without excluding any reimbursement obligation under our published delivery commitments or applicable law.
11. Alternative Resolutions & Goodwill
We may agree an individual solution to avoid unnecessary shipping or delay, such as a partial refund without return, an earlier replacement or a one-time voluntary policy exception.
Any such arrangement will be explained and confirmed in writing. It does not automatically create the same entitlement for future purchases or waive rights that cannot lawfully be waived.
A promotional code or other non-cash benefit will not replace a monetary refund to which you are legally entitled without your express agreement. Details about promotional codes, store credit and payment disputes are set out in our Terms & Conditions:
https://www.uppervoid.com/pages/terms-conditions
12. Contacting Us
Email: contact@uppervoid.com
Website: https://www.uppervoid.com
Please identify the order and the goods concerned. If you are requesting an exchange, tell us your preferred size or color. If you are reporting a fault or delivery issue, provide a brief description and supporting information where reasonably available.
You do not need to give a reason for exercising a statutory change-of-mind cancellation right.
For voluntary returns, please obtain the relevant instructions before shipping. For statutory cancellation, contacting us helps coordinate the return but does not make your notice dependent on approval.
If you have not received a response, check your spam or junk folder and contact us again. A delayed reply does not invalidate a timely statutory cancellation notice.
13. Model Cancellation Form
Complete and send this form only if you wish to cancel. You may instead send any other clear statement of cancellation. The form is optional.
To:
Email: contact@uppervoid.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
__________________________________________________
Order number, if available: ________________________
Ordered on (*) / received on (*): __________________
Name of consumer(s): ______________________________
Address of consumer(s): ___________________________
__________________________________________________
Signature of consumer(s), only if this form is notified on paper:
__________________________________________________
Date: ____________________________________________
(*) Delete as appropriate.
14. Statutory Rights & Policy Changes
Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded. Where applicable law provides greater protection, that law prevails.
This policy governs consumer purchases from our official website. Separate written business-to-business terms may apply to genuine wholesale transactions; an account label alone does not determine whether a purchase is a consumer transaction.
The updated voluntary policy applies to purchases made on or after its effective date. It does not reduce statutory rights or binding commitments associated with earlier purchases. The version applicable to your purchase remains available from customer service on request.
UPPERVOID
