1. Pre-Shipment Cancellations

Within 8 Hours: Refund available (minus payment processing fees).

8 to 24 Hours: Refund available (before production begins) minus processing fees.

In-Production / Custom Orders: Non-cancellable. A deduction of 12% to 100% applies to cover materials and labor.

In-Stock Items: Refunds are subject to handling and transaction fees if the item hasn’t left the warehouse.

Due to the intimate nature of the product, returns are ONLY accepted for items in their original, unopened, and unused condition.

2. Post-Shipment & Delivery

Shipped Orders: Cannot be canceled. No unconditional full refunds.Shipping costs are non-refundable once the item is dispatched.

Damage/Mismatch: We only offer returns or exchanges for severe transit damage or incorrect items (must match original specs). Customers are responsible for return shipping fees unless the item is confirmed to be defective or incorrectly sent.

3. Non-Refundable Issues (Quality Standards)

The following are inherent to the process and not considered defects:

  • Manufacturing Marks: Minor mold lines or injection points.
  • Minor Detachments: Loose nails or eyelashes (easily fixed via our Care Guide).
  • Artistic Variations: Slight makeup differences due to hand-painting.
  • Custom Specs: Final sale for custom skin/anatomy unless functionally defective.
  • Misuse: Damage from improper cleaning or forceful handling voids all rights.

4. Claims & Timeline

24-Hour Inspection: Please inspect your doll within 24 hours of arrival.

Mandatory Evidence: An unboxing video showing the shipping label and doll’s condition is required for all claims.

Refund Process: Typically 7-15 business days via the original payment method. Refunds are only issued to the original payment method to prevent fraud.

📩 Contact Support

Questions? Reach out to: [email protected]