๐ Refund, Return & Cancellation Policy
Last Updated: August 18, 2026
At SexDolla, your satisfaction is our top priority. This policy outlines the terms for cancellations, returns, and refunds for all purchases. By placing an order, you agree to these terms.
1. Cancellation Policy
Tips Before Placing an Order
We encourage all customers to make informed decisions before placing an order. Please ensure you know exactly what you want and are ready to commit once payment is made. Contact us at service@sexdolla.com for any questions before purchasing.
Flexible Cancellation Options
- Within 4 hours of payment: Full refund
- Within 8 hours of payment: 95% refund
- Within 24 hours of payment: 80% refund
- After 24 hours: Custom orders cannot be canceled as production will have already started
Order processing begins within 24 hours of payment โ custom dolls enter production, and in-stock dolls are prepared for shipment. Materials are allocated and costs are incurred during this time. Please double-check your order before submission.
In-Stock Dolls
- Orders cannot be canceled once shipped.
- If canceled after shipment, associated costs for shipping, labor, and packaging will be deducted from your refund.
Out-of-Stock Items
In the event that an in-stock doll becomes unavailable, we offer:
- Free Replacement: Select another doll, with price differences refunded or adjusted as necessary.
- Full Refund: 100% refund to your original payment method.
2. Return Policy
Inspect Your Doll Upon Arrival
Upon receiving your doll, please inspect it carefully. If you have any concerns, contact us within 24 hours at service@sexdolla.com. We strongly recommend recording an unboxing video, as it greatly assists in resolving any issues.
Accepted Return Situations
Returns are only accepted for brand new, unused, and unwashed dolls under these conditions:
- Wrong Doll Received: If the doll is fundamentally different from your order, provide an unboxing video showing the full doll, head, shipping label, and outer box within 24 hours. Once verified, we will arrange a replacement.
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Damaged on Arrival:
- For severe damage: File a claim with the shipping carrier immediately and contact us with evidence (photos/video). A replacement may be arranged based on assessment.
- For minor damage: We will provide a repair kit.
- Lost Package: File a claim with the shipping carrier and notify us. We will work with you to resolve the issue.
Important Notes
- Hygiene & Safety: Returns for adult products are generally not accepted to maintain hygiene and safety. If a return is valid, the doll must be unused and in brand-new condition.
- Unauthorized Returns: Do not return a package without contacting us first. Unauthorized returns will not be refunded.
- Custom Products: Custom-made and personalized dolls are non-returnable once production has begun.
- User-Induced Damage: We cannot replace a doll if damage is caused by improper use or handling.
3. Warranty
All dolls undergo a 12-point quality inspection before shipping. Our guarantee does not cover:
- Damage from improper use, handling, or storage
- Any doll that has been used or washed
- Minor skin tone variations due to photography or screen differences
- Loose fingernails, toenails, or eyelashes (glue for reattachment is provided)
- Minor makeup differences from promotional photos
- Malfunction of heating or moaning features due to improper use after initial receipt check
4. Refund Process
Contact us first โ please reach out to us directly instead of initiating payment disputes or chargebacks. By contacting us first, we can resolve issues promptly and ensure your satisfaction.
Once a refund is approved, the amount will be refunded to your original payment method within the following timeframes:
- Credit/Debit Card: 6โ10 business days
- PayPal: 7 business days
If you have not received your refund within the specified timeframe, contact us for a refund reference number to provide to your bank or payment provider.
5. Contact Us
For questions, cancellation requests, or to report an issue:
SexDolla
Email: service@sexdolla.com
Phone: +86 18688487751
We aim to respond within 24 hours.