Refund & Return Policy
Effective Date: August 15, 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 and event tickets. 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 Refunds, Transfers & 100% Satisfaction Guarantee
2.1 Easy pre-event cancellation (full refund)
Cancel at least 24 hours before the published door time and receive a 100% refund (ticket price plus booking fees) to your original payment method. Cancel via “Manage Tickets” on the event page or email support@5to9club.com.
2.2 Inside 24 hours / can’t attend
Within the 24-hour window before doors, standard refunds for change of plans are not available. If an unavoidable issue arises, email support@5to9club.com before doors open and—at our sole discretion—we may convert your ticket to a one-time voucher equal to the ticket’s face value.
2.3 100% Satisfaction Guarantee (after you attend)
If you attend and the experience isn’t for you, we’ve got you:
What we refund: 100% of your ticket purchase price, including booking fees paid to us. (Travel, parking, lodging, or third-party costs are not included.)
How to claim: Email support@5to9club.com with subject “Satisfaction Guarantee,” your order number, and the email used at checkout within 48 hours after the event ends. A short note on what missed the mark is helpful but not required.
Who’s eligible: The original purchaser (or named attendee) for tickets that were actually used for entry (first valid scan).
Fair-use limits: One guarantee refund per person per event. We may limit or deny the guarantee in cases of suspected abuse, fraud, or repeated claims.
Exclusions: If a guest is denied entry or removed for violating our Terms/Code of Conduct (e.g., zero alcohol/drugs policy), the guarantee doesn’t apply.
2.4 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.
2.5 If we cancel, postpone, or relocate
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 automatically issue a full refund of the total purchase price (including all fees) to your original payment method. No action is required once the cancellation notice is sent.
2.6 Third-party purchases
We can only refund tickets purchased through our official channels (our site/Ticket Tailor link). Tickets bought from resellers or third-party marketplaces must be resolved with that seller.
2.7 Force majeure
If an event is materially disrupted or ended early due to circumstances beyond our control (e.g., severe weather, utility failure), we will provide either a full refund or fair-value vouchers, at our reasonable discretion, consistent with applicable law.
Section 3: General Procedures, Terms & Conditions
3.1 How to request a return, refund, or guarantee claim
Contact Support: Email support@5to9club.com (or use our “Contact Us” page) within the applicable timeframe.
Provide Details: Include your order number, the item or event name, and the reason (e.g., “defective fabric,” “pre-event cancellation,” or “Satisfaction Guarantee”). Photos of damage/errors help for merchandise.
Get Authorization (Merch only): We’ll reply with a return authorization (RA) and instructions. Do not send items back without an RA, as unauthorized returns may be refused.
Ship It (Merch only): For a quality issue, we’ll email a prepaid label. For a change-of-mind return, return postage is yours. Keep your tracking receipt.
3.2 Final sale & non-returnable items
The following are not returnable/refundable unless they arrive damaged or incorrect:
Clearance or deeply discounted merchandise marked Final Sale
Gift cards
Personalized or custom-made items
Underwear, swimwear, or similar hygiene-sensitive items (unless defective)
Tickets purchased via resellers/third-party marketplaces (see §2.6)
3.3 Refunds, vouchers & timing
Refund method: Back to the original payment method. (If you paid by gift card or voucher, we’ll reissue as a gift card/voucher.)
Processing time: Once approved (and, for merchandise, after inspection), refunds usually process within 3–5 business days. Your bank/card may take additional time to post.
Voucher terms: Unless stated otherwise, vouchers are valid for five (5) years from issuance, carry no fees, and are transferable. Treat voucher codes like cash.
No chargebacks needed: If you’re unhappy, write us—we’ll honor this policy.
3.4 Lost or delayed shipments (merchandise)
If tracking stalls for 5+ business days or shows delivered but you haven’t received it, contact us. We aren’t responsible for shipments lost due to incorrect addresses or for returns lost in transit back to us.
3.5 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 checkout.
Questions? We’re here to help. If anything above is unclear, or if you need assistance with your order, email support@5to9club.com. We want you to love your purchase—and your night—with the 5 to 9 Club.