Refund policy

Refunds will be given for defective items, under the following conditions: 

1) Video proof of unboxing the item, clearly demonstrating defective areas
2) Video must have a date and time of the recording
3) Your purchase receipt and order number
4) Refund application filed no more than 48 hours after receiving the item
5) Item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Email support@thearcaneclubhouse.ca with your subject heading requesting a refund

Due to the nature of the items being sold, we cannot give any refunds without this. Once the items are shipped, they are considered used and cannot be resold.

Damage due to shipping is outside our control, but we are happy to work with you to find solutions. The same evidence listed above must be provided in order to be eligible for shipping damage returns.

No refunds will be given for the misuse of toys, or damage caused by the customer.

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.

Cancellation of orders is subject to restocking fees at the sole discretion of the website.

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 flavored lube), custom products (such as special orders or personalized items). 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.

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 support@thearcaneclubhouse.ca