Sex Doll Order Cancellation & Return Policy

Sex Doll Orders Not Shipped

If you wish to modify or cancel your order, please send your request to [email protected] as soon as possible. The cancellation and restocking fees depend on the timing of your request.

Within 8 Hours (Custom Doll Not Yet in Production):
If you cancel your order within 8 hours after placing it, a partial refund will be issued (payment processing fees will be deducted).
Within 24 Hours (Custom Doll Not Yet in Production):
If you cancel your order within 24 hours, a partial refund will be issued (payment processing fees will be deducted).
Orders in Production or Custom-Made Dolls:
If the order has already entered production or involves a custom-made sex doll, it cannot be canceled. If a refund is requested, material costs, labor fees, and processing fees will be deducted—ranging from 12% to 90%, depending on the current stage of production.
Production Completed & Dispatched:
1. General Rule: Final Sale & Non-Refundable
Every custom doll and bespoke accessory is uniquely manufactured to your personal specifications. Consequently, as soon as crafting is finalized or the package is transferred to the carrier, the transaction is considered final. Orders cannot be canceled, returned, or refunded based on individual preferences, style choices, change of heart, or impatience during transit delays.
Note: Shipping Transit, Customs Holds & Loss Policy
Uncontrollable Customs Inspections: International customs procedures and government hold-ups are outside our operational influence. Requests for order cancellations, returns, or refunds due to extended customs inspection times or unwillingness to wait during transit holds will not be honored.
Proactive Support & Goodwill Compensation: Our logistics team will work tirelessly to track your package and stay in active contact with shipping agents to speed up status updates. If your delivery is significantly delayed by customs or carrier holds, we will send you an exclusive complimentary gift as our appreciation for your patience once the parcel is successfully delivered.
Coverage for Lost Shipments: You are fully covered if your parcel is officially verified as lost in transit by the carrier. In such confirmed loss events, we assume total responsibility to reship your item or provide full compensation accordingly.
2. Non-Refundable Cost Deductions (Disputes & Forced Claims)
Should an order cancellation or refund request be insisted upon post-production—including claims initiated via payment gateway disputes or customs transit holds—the initial production and administrative expenses cannot be reclaimed.
Under such circumstances, a 95% fee will be retained from the total order amount to compensate for the following sunken losses:
Bespoke Workmanship & Labor: Compensation for elapsed hours dedicated to custom sculpting, prototyping, color mixing, fine detailing, and manual construction.
Specialized Materials & Component Scrap: Lost value of single-use silicone, resins, textiles, and custom molding supplies that cannot be salvaged for future projects.
Unrecoverable Merchant Transaction Fees: Non-reimbursable payment handling charges levied by third-party processors (such as Stripe, PayPal, or credit card issuing banks).
Inventory Disposal & Case Management: Operations costs linked to scrapping tailor-made items, updating warehouse records, and processing administrative chargebacks.
3. Maximum Refund Limit & Unused Freight
Following the deduction of 95% in non-recoverable operational expenses, any remaining refund amount shall not exceed 5% of the total product cost. (Please note: If shipping has not been executed at the time of cancellation, unutilized freight fees will be fully returned).
In-Stock Dolls:
For dolls stored in our overseas warehouse and not yet shipped, a partial refund may be possible.
Any incurred handling, preparation, and labor costs will be deducted from the refund amount. And also pay the resulting transaction fees.

Orders Already Shipped

Once the sex doll order has been shipped, it cannot be canceled. We do not support full refunds. Returns or refunds will be processed based on the product’s condition. If there is a quality issue or shipping error, we will provide partial refunds or replacement services based on the situation, but not full refunds.

Sex doll Eligible Return Situations:

Shipping Damage: If the product is severely damaged during transit, please provide photos or video proof.
Shipping Errors: If the product received does not match the order, we will handle the return or exchange.

Inspection & Reporting After Receiving the Sex Love Doll

Once eligibility for a refund is confirmed, the refund will be processed within 7-14 business days and returned to the original payment method. If delays occur due to bank or payment platform processing, we will inform you promptly.

Refund Guarantee Exclusions

Hi love doll refund guarantee does not apply to the following situations:

Skin Imperfections: Minor surface flaws (such as injection marks or seam lines from molding) that may occur during manufacturing are not considered defects, but rather unique “features” that make each doll special.
Nail Issues: The nails on the fingers and toes of the doll may loosen during shipping. In such cases, you can refer to our care guide to fix them yourself.
Loose Eyelashes: Occasionally, the eyelashes may loosen, which is a normal occurrence.
Cosmetic Differences: Since each doll’s makeup is handmade, slight variations are expected. If the makeup doesn’t meet your expectations, we will make necessary adjustments before shipping.
Second-Hand Dolls: Second-hand dolls do not qualify for a refund, but we will do our best to assist you with any issues.
User-Caused Damage: If any damage is caused by improper handling or care (such as excessive limb stretching or tearing), it is not covered under warranty. We reserve the right to review the damage and decide whether to provide after-sale service.
Custom Dolls: Custom dolls made according to specific requests (including changes to skin color, nipple size, vaginal color, etc.) are not eligible for a refund or return unless they are defective or do not match the description/order. Custom dolls will be considered on a case-by-case basis.

Refund Policy

Upon receiving the doll, please inspect it within 24 hours. If you find any issues or have concerns, please contact us immediately. To help us resolve your concerns quickly, we recommend recording an unboxing video and sending the video or photos to us via email.

Refund & Replacement Process

We provide solutions for the following situations:

Incorrect Product: If the doll received does not match your order, please provide an unboxing video (including the full doll, head, shipping label, and packaging). Once verified, we will arrange a replacement.
Damaged Product: If the doll is damaged during shipping, please contact the carrier immediately and inform us. Depending on the extent of the damage, we will provide a repair kit, replacement, or refund.
Lost Package: If the package is lost, please file a claim with the carrier and notify us. We will assist in resolving the issue.

Return Policy Notes

Due to hygiene concerns, adult products are generally not accepted for returns. To be eligible for a return, the doll must be in unused, brand-new condition.
Please contact us before returning the item. Unauthorized returns will not be refunded.
Custom dolls, once produced, are not eligible for return.
If any damage is caused by improper use or handling, the doll cannot be returned or exchanged.

Contact Us:

If you have any questions, please feel free to contact our customer support team at:

Email: [email protected] / [email protected]