Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customer@clubx.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customer@clubx.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer@clubx.com.au.

Returns

Club X provides a 12-month replacement warranty for all faulty products from the date they are received. If your product is found to be defective, we will replace it with an identical product. If a replacement is unavailable, we will give you the option to choose a product of equal value or receive a refund for the total value of the faulty product.

Please choose carefully; we do not offer refunds, credits or exchanges for change-of-mind purchases. However, we will meet our obligations under the Australian Consumer Law for your protection.

Please refer to the following link for further information about your rights and obligations.

Although we do not provide a satisfaction guarantee, we strive to maintain our high level of customer service to ensure your happiness and satisfaction.

Please note that standard postage fees apply for all return orders. In the case of faulty items, we will send a replacement product to you free of charge within five working days of receiving the item.

Before returning a product

Before returning a faulty product, we kindly request that you follow these simple testing steps:

1. Ensure that you are using the correct batteries.
2. Make sure that the batteries are inserted correctly.
3. Try using new batteries.
4. Check that the battery connectors are dry and do not have any moisture.
5. If your vibrator does not vibrate, try tapping it firmly into the palm of your hand. Sometimes, motors can seize during transportation and need a little assistance to start working again.

If none of the above steps works, don't hesitate to contact us to obtain authorisation for a return. If you do not comply with these guidelines, we may dispose of the returned item at your expense for health and safety reasons. Please note that we do not accept unauthorised returns.

How to do an authorised product return

To return your product, please send it to our returns postal address:

Attn: PacificE Returns
8 York Street,
South Melbourne. Vic. 3205. Australia

Before returning your product, please read this entire page. It contains essential information. When returning your product, please ensure that you provide the following details:

• Your full name.
• Your order number.
• The reason why you are returning the product.
• Your instructions for how you would like the issue resolved.

Including the original order confirmation or invoice you received with your product would be greatly appreciated. Additionally, if you have not previously provided a contact phone number, please include one with your return. This will help us to resolve the issue quickly, should we need to contact you.

If you require further information, please do not hesitate to contact us.

How To Return Your Product - Instore Purchases

To return an item purchased in-store, please bring the product and your original receipt to the same store where you made the purchase. Our friendly staff will be happy to assist you. If you prefer to contact the store directly, you can find the telephone number at our store locations.

Please note that we require the charging cable to be included with the item at the time of purchase.

Another Reason For Shopping Online With Us

Another advantage of shopping online with us is that we are fully visible. If you can visit a Club X adult store (refer to our store locations), we can assist you with your faulty product and ensure a faster resolution. However, the conditions regarding proof of purchase still apply.