Refund policy
RETURN & REFUND POLICY
FillGo — thefillgo.com
Last updated: September 2026
1. Return window
We offer a 30-day return policy from the date you receive your order. After this period, returns will not be accepted.
To be eligible for a return, the item must meet the following conditions:
- Be in the same condition as received.
- Not have been opened or tampered with.
- Have its original packaging intact.
- Be accompanied by the receipt or proof of purchase.
2. Hygiene & sealed products — no returns once opened
FillGo products are designed for storing and transporting creams, gels, and personal care and hygiene products. For health and hygiene reasons, once the packaging has been opened by the customer, the product is no longer eligible for return under any circumstances. By completing your purchase, you acknowledge and accept this condition.
3. Damaged or defective products
If you receive an order in poor condition, with visible damage to the outer packaging, or with an incorrect item, you must:
- Inspect the order upon receipt.
- Contact us within 72 hours of receiving the package at myfillgous@use.startmail.com.
- Include photographs of the outer packaging and the item exactly as received, before opening it.
In these cases, FillGo will cover all return shipping costs and will issue a full refund or resend the product at no additional cost to the customer.
Please note: Damage claims will not be accepted once the product has been opened, unless the damage is clearly of external origin and is documented with the photographs requested prior to opening.
4. Non-returnable items
Returns will not be accepted in the following cases:
- Products that have been opened, used, or tampered with.
- Products whose original packaging has been removed or damaged by the customer.
- Return requests submitted more than 30 days after delivery.
- Change of mind after the 30-day return window has passed.
- Gift cards.
5. How to start a return
To initiate any return process, you must first contact our team at:
📧 myfillgous@use.startmail.com
Returns sent without prior authorization will not be accepted. Once we review your request, we will provide instructions and the corresponding return address.
6. Refunds
Once the returned item has been received and inspected, we will notify you by email whether your return has been approved or rejected.
If approved:
- The product amount will be refunded, excluding original shipping costs.
- The refund will be issued to the same payment method used for the original purchase.
- Refunds are processed within 10 business days of approval.
Please note that your bank or payment provider may take additional days to post the amount to your account.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at myfillgous@use.startmail.com.
7. Exchanges
We do not process direct exchanges. If you would like a different item, you must initiate a return for the original item and place a new order independently once the return has been approved.
8. Return shipping costs
Return shipping costs are the responsibility of the customer, except in cases of damaged, defective, or incorrect items, where FillGo will cover all associated shipping costs.
9. Governing law
This policy is governed by the laws of the State of Delaware, United States. Any disputes arising from purchases made through thefillgo.com shall be resolved in accordance with applicable federal and state consumer protection laws.
10. Contact
For any questions related to returns or refunds:
📧 myfillgous@use.startmail.com
FillGo reserves the right to reject returns that do not meet the conditions set forth in this policy, without prejudice to any rights granted to consumers under applicable law.