RETURN & REFUND

REFUND POLICY

1. For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 6 hours after payment, a full refund can be made within 5 days.
2. For orders that have been paid for more than 6 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
3. Due to the nature of our products, we do not accept returns of opened items.
4. For orders that customers reject the packages when delivering or on the way, the customers should pay for the shipping fee and 20% handling fee. The shipping fee and 20% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
5. If the doll you purchased is a custom model doll, we are sorry that we are unable to make refunds and returns.

Please note that any return reasons related to the doll being too cold or too heavy will not be accepted. Please understand the material characteristics of the doll before placing an order, and choose the right height and weight of the doll, thank you for your understanding.

PLEASE NOTE: For these situations, the customer will be required to pay the shipping and return shipping fees and a 20% handling fee. The shipping fee and return shipping fees and 20% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.

1. For orders where the customer refuses to accept the package after shipment or requests to cancel the order after shipment.
2. For orders that are returned due to incorrect address provided by the customer or delivery failure due to other reasons.
3. For orders that are returned to us after the customer requested pickup at a UPS/Fedex Express location but did not pick up the order within the specified time.

REFUND POLICY About Customization Order

What is a custom order?

Custom orders include “1:1 customized sex dolls based on images provided by the customer” and all dolls that do not have the word “in stock” in the product title.PS: Sex dolls that are not in stock are shipped from the factory when they are finished being made, and if additional features are selected options, it is also considered a custom order.

Please kindly note that, for all customization orders, we will not accept cancellations or refunds once production has begun.

So whether you customize your sex dolls 1:1 or customize your dolls by adding or removing options from the custom collection, these dolls are tailored to your personal preferences and are not the same as our in-stock models. As a personalized item, custom dolls cannot be resold and therefore cannot be returned.
Please read the terms and conditions of our customized orders carefully before purchasing!For any custom order related questions, you can contact us at:  [email protected]

Customized Order Process
1. For customized orders, when we receive the order, we will start to produce according to the pictures or options on the order.

2. After the production is completed, we will send you the actual pictures to confirm before shipment.

3. If there is a need for modification, you need to specify where and how to modify, and then we will make the modification.

4. If the modification is completed or no modification is needed, and when you confirm the factory pictures, we will pack and ship the dolls carefully.

Please note that any return/refund reasons about the dolls’ weight or size(too heavy, too big, or too small) or the dolls’ feature(too cold) will not be accepted, please understand the material characteristics of sex dolls, and please be aware of the height and weight of the doll before you place the order. A few error in measurement is acceptable, due to different temperature, measure condition (lying down or standing), measure areas by different people. Thanks for your understanding.

Refund process
If a refund (either a cancellation or a return) is approved by us and accepted by us, the money will be refunded to the original method of payment at the standard times listed below:

PayPal: 7 business days

Credit/Debit Card: 6–10 business days

Klarna: 7 business days

Note: The above time is for reference only and the actual processing time is subject to actual processing.

If you do not receive a refund within the above timeframe, you can contact us for a refund reference number and then provide it to your bank or payment provider for further assistance.

RETURNS POLICY

Defective items

If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for compensation from the courier company.

If the doll is defective, please contact us within 3 days of delivery including the pictures or videos of the defective part. According to your problem, we will provide one of the solutions below:

1. A full product replacement

2. A door-to-door repair

3. Free repair tools

4. A partial refund

Incorrect items

If you find that the product you received is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense.

You may also keep the incorrect item, but no refund will be issued. To receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.

7 Days Return & Exchange Service

Upon receipt of the doll, please carefully inspect the outer box and the doll at the first opportunity. If you have any concerns, please contact us at the first time.

SexDollTech Supports return and exchange service within 7 days after you place the order if you can meet the following conditions:

1. No wrong dolls or misdelivery.

2. No damage to the package.

3. The doll is intact and has not been opened.

4. If the doll is not shipped wrong or broken and the package has not been opened, we support returns within 7 days, but customers need to pay a 20% handling fee + shipping and return shipping costs.

5. We strongly recommend that you can record an unboxing video, which should include the entire outer box, the original shipping label and the inside of the box (if it has been opened), which can be used as evidence for the return of the item.You can also contact us to send clear photos or video, preferably with a more detailed description as well, so that the review team can check it.

6. Buyers are required to ensure that the returned dolls and related accessories are in good condition (e.g., heating rods, wigs, clothes, combs, cleaning tools, user manuals, etc.)When we receive the returned dolls, we will carefully inspect them to ensure that they meet the return requirements, and that they are consistent with the product and in good condition as they were shipped.

Please note: If the doll is returned to us extremely packaged and inspected by our team and confirmed to be “damaged” or “used”, making it impossible to resell (pictures or video of the inspection results will be provided) we will refuse to issue a refund, as will refuse to issue a refund if the product was damaged during the return shipping process due to improper packaging. If the product was damaged during the return shipping process due to improper packaging, the refund will also be refused. Thank you for your understanding.

7. When returning a doll, please make sure that the doll box is undamaged both inside and outside, if it is damaged, it must be replaced with an undamaged box. If you force the doll to be returned in a damaged box, the doll may be damaged in transit and we will not be able to give a refund upon receipt.

8. Our 7 day return policy applies only to orders shipped from local warehouses (including US warehouses, EU warehouses, UK warehouses, and California warehouses) to the following countries: the US, Canada, the UK, EU countries, Mexico, Brazil, Chile, Israel, Australia, South Korea, and Japan.

IMPORTANT NOTE: All customized and personalized orders or orders from other countries are not eligible for return service.

9. If you need to cancel your order or return it or get a refund, please contact our customer service team here or email custom service: [email protected]

10. Please do not return packages without contacting us first. Returns without our authorization will not be refunded. The return address is: