Return & Refund Policy
Last updated: June 30, 2026
Thank you for shopping with Illusion Club ("Illusion Club," "we," "us," or "our"). Because our products are intimate personal-care products, we maintain a clear return policy designed to protect customer privacy, hygiene, and product safety.
1. Return Window
You may request a return within 30 days after the delivery date, provided that the item is eligible under this policy. To start a return, contact us before sending any item back. Items sent back without prior approval may not be accepted.
2. Eligible Returns
To be eligible for a return, the product must meet all of the following conditions:
· The item is unused, unopened, and in its original sealed packaging.
· All tags, seals, manuals, accessories, charging cables, and original packaging are included.
· You provide your order number and proof of purchase from illusionclub.co.
· The item is not listed as final sale, clearance, gift card, sample, or a hygiene-excluded item.
3. Hygiene and Intimate Product Restrictions
For health and hygiene reasons, opened or used intimate products cannot be returned or refunded unless the item is defective, damaged on arrival, or the wrong item was shipped. Once a product package, seal, protective film, or inner bag has been opened, the product is considered used for return purposes. This restriction is necessary to ensure that every customer receives a new and safe product.
4. Non-Returnable Items
The following items are not eligible for return unless required by applicable law or unless they arrive defective or damaged:
· Opened, used, washed, altered, damaged, or visibly handled intimate products.
· Lubricants, cleaners, wipes, condoms, liquids, gels, and hygiene consumables once shipped or opened.
· Gift cards, digital products, downloadable content, and promotional gifts.
· Final sale, clearance, custom, personalized, or bundle-discounted items where marked as final sale.
· Products purchased from third-party sellers, marketplaces, or unauthorized websites.
5. Defective, Damaged, or Wrong Items
Please inspect your order when it arrives. If your item is defective, damaged, missing parts, or different from what you ordered, contact us within 7 days of delivery. To help us resolve the issue quickly, please include:
· Your order number and the email address used for the order.
· Clear photos or video showing the issue.
· Photos of the shipping label, outer package, product packaging, and product SKU/barcode if available.
· A short description of the issue and whether you prefer a replacement, refund, or store credit where available.
After we review the information, we may provide troubleshooting steps, a replacement, a refund, store credit, or another reasonable solution. We may request that defective items be returned for inspection. Please do not dispose of the product or packaging until we confirm the next step.
6. How to Start a Return
1. Email support@illusionclub.co with your order number and reason for return.
2. Wait for our return approval and return instructions. We will provide the return address if your return is accepted.
3. Pack the approved item securely in its original packaging.
4. Ship the package using a trackable shipping service. Keep your tracking number until the return is completed.
Do not send returns to the address on the shipping label unless we specifically instruct you to do so. Warehouse addresses and return addresses may be different.
7. Return Shipping Costs
Unless the item is defective, damaged, or incorrectly shipped by us, the customer is responsible for return shipping costs. Original shipping fees, shipping protection fees, customs duties, taxes, and expedited shipping charges are non-refundable unless required by law.
8. Refunds
After we receive and inspect an approved return, we will notify you whether the refund is approved. If approved, the refund will be issued to the original payment method. Please allow 5-10 business days after approval for the refund to appear, depending on your bank or payment provider.
If the returned item is used, opened, missing parts, damaged, or not in the condition described in your return request, we may reject the return or deduct an amount from the refund where permitted by law.
9. Exchanges
If you ordered the wrong item or want to exchange an unopened eligible item, contact us within 30 days of delivery. Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or store credit for an approved return.
10. Order Cancellations and Changes
If you need to cancel or modify an order, contact us as soon as possible at support@illusionclub.co. We will try to help before the order is processed. Once an order has entered fulfillment or shipped, we may not be able to cancel or modify it. If the order has already shipped, the return policy will apply.
11. Lost, Stolen, or Delivered Packages
If tracking shows that a package was delivered but you did not receive it, please contact the carrier first and check with household members, neighbors, front desk staff, mail rooms, or parcel lockers. We are not responsible for packages lost or stolen after confirmed delivery, but we will review each case and help you file a carrier claim where possible.
12. Returned-to-Sender Packages
If a package is returned to us because the address was incorrect, incomplete, refused, unclaimed, or not deliverable, we may offer reshipment after the customer pays any applicable reshipping cost. If you prefer a refund, shipping costs and carrier fees may be deducted where permitted by law.
13. Legal Rights
Nothing in this policy limits any non-excludable consumer rights that apply under the laws of your country or region. If local law provides additional rights, those rights will apply.
14. Contact
For return, refund, exchange, or order issues, contact us at support@illusionclub.co. Please include your order number so we can assist you faster.
