Refund policy
This store is operated by Klubfiller LTD, company number 08270746.
Business contact address: 254 Birkenhead Road, Merseyside, CH47 9SJ, United Kingdom.
For order enquiries, download help and general support, please use our online contact form. You can also email studio@klubfiller.com. Please include your order number where available.
Klubfiller LTD is not VAT-registered.
For DJ bookings, contact bookings@twistedartists.com.
Please contact us for return instructions before posting merchandise. Our business contact address is not automatically the address for returning a particular order. You do not need our permission to exercise a statutory cancellation right.
Returns, refunds and cancellations
How to contact us
Use our contact form or email studio@klubfiller.com with your order number and what you need help with. You may also write to our business contact address above. A clear statement that you wish to cancel is sufficient; using a particular form is not compulsory.
Merchandise: changing your mind
For eligible online merchandise purchases, tell us you wish to cancel within 14 days after delivery, then return the goods within the following 14 days. We will provide the appropriate return instructions. You pay the direct return postage for a change-of-mind return where this was disclosed before purchase.
You may inspect items as you would in a shop. We may reduce a refund for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We do not impose a blanket rule preventing all returns of tried-on clothing.
Where the statutory cancellation right applies, we refund the item price and the basic outbound delivery charge when the whole order is cancelled. Extra costs for a more expensive delivery service are not refundable under that right. We refund using the original payment method unless you agree otherwise, without an additional refund fee. We may wait until we receive the goods or evidence of return, whichever is earlier, and will refund within the applicable 14-day period.
Standard Klubfiller designs selected from our normal colours and sizes are not excluded merely because they are printed after ordering. Any genuinely personalised product with different cancellation rights will be clearly identified before purchase. Faulty-goods rights still apply.
Exchanges by arrangement
If you would prefer a different size or another merchandise item of the same purchase value, please contact us. We may arrange an exchange, subject to availability. Exchanges are not automatic: we will confirm the replacement, return instructions and any return or replacement delivery costs before you agree. Please do not send items to a Printify production partner unless we have specifically instructed you to do so.
An exchange is an optional alternative and does not replace a refund you are legally entitled to. You do not have to accept an exchange or store credit instead of a statutory refund. Outside the statutory change-of-mind cancellation period, additional change-of-mind exchanges are at our discretion; this does not affect your rights if goods are faulty, damaged or incorrectly described.
Faulty, damaged or incorrect merchandise
Please contact us promptly and, where possible, include photographs to help us resolve the issue. Your rights are against Klubfiller LTD, regardless of our arrangements with Printify. We will provide the remedy required by law and cover reasonable return costs for faulty or incorrect goods when a return is required. Our supplier's reporting deadlines do not limit your statutory rights.
Music and other digital content
Where you expressly agree to immediate supply and acknowledge that your cancellation right will end when supply begins, the change-of-mind cancellation right ends when that supply begins. We will confirm this agreement in a form you can retain. If the required consent and acknowledgement have not been obtained, we will not rely on this exception.
This does not remove rights where digital content is faulty, misdescribed or otherwise fails to meet legal requirements. Contact us so we can provide the appropriate remedy.
Studio vouchers and sessions
The studio policy below applies to booking changes. An unused voucher bought online can be cancelled within 14 days after purchase for a refund. Downloading its PDF does not, by itself, remove that right. If you ask us to begin a service during a statutory cancellation period, we will explain and obtain the necessary agreement before starting. Any lawful charge for work already supplied must be proportionate.
Model cancellation form — optional for customers to use
You may use this form to tell us you wish to cancel, but you do not have to. Any clear statement sent through our contact form, by email or by post is sufficient. Complete and return this form only if you wish to cancel your contract.
To: Klubfiller LTD, 254 Birkenhead Road, Merseyside, CH47 9SJ, United Kingdom; studio@klubfiller.com.
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]:
Goods/service: ____________________
Order number (if available): ____________________
Ordered on [*] / received on [*]: ____________________
Customer name and address: ____________________
Date: ____________________
Signature (only if sent on paper): ____________________
[*] Delete as appropriate.
Studio bookings, vouchers and rescheduling
The £250 voucher is for the studio session described on its product page. Dates must be arranged with Klubfiller Studios and are subject to availability. Please email studio@klubfiller.com with your order number to discuss your session and confirm a date.
Vouchers are valid for 12 months from purchase. Please contact us in good time to arrange a session within that period. If you contact us before expiry and our availability prevents a session within the validity period, we will extend it sufficiently to offer a suitable date.
With at least 48 hours' notice, you can move a confirmed session to another available date without a rescheduling fee. The original voucher expiry continues to apply unless we agree an extension or the availability provision above applies.
If you have less than 48 hours' notice, please contact us as soon as possible. We will consider illness, emergencies and your circumstances fairly and try to find another date.
Missing or cancelling a session does not automatically mean losing the full payment. Any deduction will be limited to reasonable losses directly resulting from the cancellation, allowing for costs saved and any replacement booking. We will explain any proposed deduction and refund the balance where a refund is due. We will not recover the same loss twice.
If we cancel a confirmed session, you may choose a replacement date or a refund for the affected session. These arrangements do not limit any statutory cancellation rights or remedies for a service that is not provided with reasonable care and skill.