Refund policy
Return & Refund Policy
Last updated: 17.07.2025
Gate to the Void Inc., headquartered in Vancouver, Canada, is committed to providing transparent and fair return and refund policies for all our customers worldwide, including compliance with applicable consumer protection laws in Canada, the European Union, and other jurisdictions.
Return Eligibility (International)
Customers may request a return within 14 days of receiving their order. To qualify for a return, items must be unworn, unused, and in the original condition. They must be returned to the original packaging and accompanied by proof of purchase such as a receipt or order confirmation. Gate to the Void Inc. reserves the right to refuse returns that do not meet these conditions.
European Union – 14-Day Right of Withdrawal
For orders delivered within the European Union, consumers benefit from a statutory 14-day cancellation period during which they may withdraw from their purchase without providing a reason, in accordance with Article 9 of the EU Consumer Rights Directive (2011/83/EU). Items must be returned in the same condition described above. This statutory right is separate from and in addition to the voluntary 14-day return period offered internationally.
Personal Shopping Orders
Items procured via our Personal Shopping service are custom-ordered specifically according to the customer’s individual requests. In accordance with applicable consumer protection laws (including Article 16(c) of the EU Consumer Rights Directive), these items are excluded from returns and refunds, except in cases where the product is defective or damaged upon delivery. This exclusion is clearly communicated prior to purchase.
How to Initiate a Return
To initiate a return, please contact us at support@gatetothevoid.com within the return period. Returns must not be sent without prior authorization. Once approved, we will provide detailed return instructions, the return address, and a prepaid shipping label where applicable. Unauthorized returns will not be accepted or processed.
Non-Returnable Items
The following items are excluded from returns: sale items and gift cards; personalized or custom-made products (including Personal Shopping orders); beauty and personal care products; perishable goods such as food, flowers, or plants; hazardous materials including flammable liquids and gases. If you are unsure about your item’s eligibility for return, please contact us before purchase or return.
Damaged, Defective, or Incorrect Items
Please inspect all orders upon receipt. If you receive a damaged, defective, or incorrect item, contact us immediately at support@gatetothevoid.com. We will assess the issue and provide appropriate remedies, including replacement or refund.
Exchanges
We do not offer direct exchanges. Customers wishing to exchange items must return the original item in accordance with the return policy and place a new order separately.
Refunds
Once a returned item is received and inspected, we will notify you about the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 10 business days. Processing times may vary depending on your bank or credit card provider. If you have not received your refund within 15 business days after approval, please contact us.
Right to Refuse Returns
Gate to the Void Inc. reserves the right to refuse any return that does not comply with the return conditions stated above. Abuse of the return policy may result in refusal of future returns or orders.
Contact
For any questions regarding returns, refunds, or other customer service inquiries, please contact us at support@gatetothevoid.com.