Refund & Return Policy
Effective Date: July 4, 2025
Our Commitment
Welcome to the 5 to 9 Club! We are committed to transparency in all that we do. This policy is designed to be as clear and fair as possible, covering returns and refunds for our merchandise, event tickets, and memberships. Please read it carefully. By purchasing any product or service from the 5 to 9 Club, you agree to these terms.
Section 1: Merchandise Returns & Exchanges
This section applies to all physical goods, such as apparel and accessories.
1.1 Defective, Damaged, or Incorrect Items
If your merchandise arrives damaged, defective, or is completely different from what you ordered, we sincerely apologize. Contact us immediately (within 30 days of delivery), and we’ll make it right.
Free Shipping: We pay all return shipping costs in this case.
Replacement or Refund: You can choose a free replacement or a full refund of the item’s cost.
Inspection & Timeline: Once we receive the returned item, we inspect it within 3-5 business days and then issue your refund or send the replacement.
1.2 Changed Your Mind? (Non-Defective Returns)
We accept returns for non-defective items under the following conditions:
Return Window: You have 30 days from delivery to return items.
Item Condition: Items must be unused, unwashed, with all original tags attached, and in "like-new" condition.
Return Shipping: You are responsible for return postage. We recommend using a trackable shipping service.
Refund or Exchange: We will refund the item’s purchase price. If you prefer, we can exchange it for a different size or style. Original shipping fees are not refunded.
Section 2: Event Ticket Refund & Transfer Policy
2.1 If You Need to Change or Cancel Your Ticket (Your Request)
Full refund window (24 hrs +). Cancel at least 24 hours before the published door time and receive a 100 % refund (ticket price + booking fees) to your original payment method. Cancel via “Manage Tickets” on the event page or email support@5to9club.com.
Inside 24 hrs (no-refund period). Once the 24-hour window starts, tickets become non-refundable. If an unavoidable issue arises, email support before doors open and—at our sole discretion—we will convert your ticket to a one-time voucher equal to the ticket’s face value.
Ticket transfer (friend-to-friend). You may forward the original ticket email or PDF to one friend any time up to 1 hour before doors. The QR code admits the first scan; duplicates are rejected. Each ticket may be forwarded once and must not be resold on third-party marketplaces.
2.2 If We Cancel, Postpone, or Relocate an Event
If 5 to 9 Club cancels an event outright, postpones it to a new date you cannot attend, or moves it to a venue outside the original metro area, we will automatically issue a full refund of the total purchase price (including all fees) to your original payment method. No action is required on your part once the cancellation notice is sent.
Section 3: Membership Refund Policy
3.1 “Glow Guarantee” – For New Members
We want you to find value in the 5 to 9 Club. New members are eligible for our Glow Guarantee:
How it Works: If you attend your first member event and decide the club isn’t for you, you can cancel within 48 hours after attending that first event and request a full refund of your membership fee.
Eligibility: This guarantee applies only once per new member and only if you actually attend an event as a member. To request a refund, you must email our support team within the 48-hour window with the event details.
General Rule: Outside of this initial Guarantee or a material breach by us, membership fees are otherwise non-refundable once paid. If you cancel later in your term or are removed for violating our Terms, you will not receive a refund for the remaining period.
Section 4: General Procedures, Terms & Conditions
4.1 How to Request a Return or Refund
Contact Support: Email our customer service (e.g., via the “Contact Us” page or at support@5to9club.com) within the applicable timeframe.
Provide Details: Include your order number, item name, and reason for the request (e.g., “defective fabric,” “requesting ticket voucher,” or “requesting Glow Guarantee refund”). Photos of damage or errors help us act faster.
Get Authorization: For merchandise, we’ll reply with a return authorization (RA) and detailed instructions. Do not send items back without an RA, as unauthorized returns may be refused.
Ship It (Merchandise Only): For a quality issue, we’ll email you a prepaid return label. For a change-of-mind return, you’ll ship the item back at your cost. Tip: Keep your return shipping receipt and tracking number.
4.2 Final Sale & Non-Returnable Items
Certain items cannot be returned or refunded unless they arrived damaged or incorrect. These include:
Clearance or deeply discounted merchandise marked "Final Sale."
Gift cards.
Personalized or custom-made items.
Underwear, swimwear, or similar hygiene-sensitive items (unless defective).
Event tickets canceled by the customer (voucher only).
Memberships outside of the "Glow Guarantee" window.
4.3 Refund & Voucher Processing
Refund Method: Refunds go back to the same payment method you used for purchase. (If you paid by gift card, we’ll reissue a gift card refund).
Processing Time: After we receive and inspect a return, refunds are usually processed within 3–5 business days.
Credit Voucher Terms: Vouchers are valid for five (5) years from the date of issuance and will never be subject to any service or dormancy fees. They are fully transferable, but please treat voucher codes like cash.
Confirmation: We’ll email you once your refund or voucher has been issued.
4.4 Lost or Delayed Shipments (Merchandise)
If your order is delayed, check the tracking number first. If it hasn’t updated in 5+ business days or shows as delivered but you haven't received it, contact us for assistance. We are not responsible for shipments lost due to incorrect addresses or for returns lost in transit back to us.
4.5 Agreement to Policy
To ensure every buyer is aware of these terms, you will be required to affirmatively agree to this Refund Policy by checking a box during the checkout process before your purchase can be completed.
Questions? We’re here to help! If anything above is unclear, or if you need assistance with your order, just reach out to our support team. We want you to love your purchase from the 5 to 9 Club.