Warranty & Return

Returns:

We take product quality extremely seriously, every doll is thoroughly inspected and tested before leaving our studio.

Upon initial receipt of the doll, if there appears to be a defect or damage, please contact us within 24 hours at [email protected].
We do not offer refunds for any other reason other than a product damaged on arrival.

Reminder:
All of our sex dolls will go through a quality-check process before shipment. Due to the long-distance delivery involving many logistic entities, minor scratches, finger wire piercing, eyelash, small stain and other micro issues do not belong to the damage issues.

Once the package is shipped out, the sender address on the shipping label is the address of a local courier company address, not our warehouse address.
Therefore, if you are not available to sign for the package, please contact us to change to another address. It’s impossible for our customers to return the package to us by rejecting the package because we are not able to receive it. You need to contact our online customer service to confirm the status of your order and get a suggestion for the next step. Or you will be responsible for the loss of the package.

Due to hygiene reasons, we cannot accept returns for used items. We do inspect all returns to make sure they are in new condition. This is to make sure we do not put back used items into our stock to sell onto other customers. We require the item to be unopened, unused or unworn and have packaging or tags intact.

Warranty Procedure:

We check every product manually before shipment to ensure the item is in perfect condition. However, if the product you have received is damaged or has manufacturing defects please follow these steps:

1) Email customer support, providing your name, your order number and an explanation of the problem: [email protected]

2) Attach evidence (either photographs or videos) showing the described defects.

3) Our team will check it and contact you asap.

4) If the problem was caused by us, or the product has any manufacturing defects please rest assured we will take care of it.

Please understand due to the nature of sex doll products, warranty Claims for manufacturing defects must be made within 24 hours of product delivery. Damage resulting from the improper use of the product will not be covered by the Product Warranty.

Cancellations & Refunds:

For Custom Dolls

All custom dolls that are offered for sale via dmdoll.com are made-to-order for each Buyer. Accordingly, the following applies to refunds and returns for any Products purchased by a Buyer:

* If you change your mind or place the order by accident, please contact us within 24 hours. We would be happy to process a full refund. Note that the only way to submit a refund application is to contact our customer service email or online agent as soon as possible. We do not accept refund applications in other ways.

* After the 24-hour window, our factory will start producing your doll, If you want to cancel the order before the package is shipped, it will be subject to a Seller’s restocking fee (“Restocking Fee”) of 15% of the value of the Product order. DmDoll will provide to Buyer a refund of funds paid minus the Restocking Fee to the Buyer’s original payment method and the restocking fee is charged to pay for the fees that occurred in the manufacturing processes such as design, mold material, processing, makeup, and transaction fees.

* After the package has been shipped, we cannot cancel the custom order since it’s already on the way and we cannot get it back. We will try our best to offer you a solution to handle it correctly.

If you have any questions during the production process or want to propose changes or upgrades, please contact our customer service first via online chat or email at [email protected] for confirmation.

For In-Stock Dolls

* For In-stock Dolls, the warehouse system will immediately arrange the delivery, and deduct the shipping fee and handling fee upon order placement. There is a certain time interval for the tracking number to be uploaded. Therefore in-stock doll orders are not able to get a full refund after the order is placed. We will check if we could cancel the delivery at first and then let you know how much we could refund. The custom doll cancellation policy does not apply to any in-stock dolls.

* If you changed your mind during the delivery process, we are happy to offer you a solution to handle it, but you should accept the package first and return it to our local warehouse. The warehouse address can be obtained via online customer service and the return shipping fee should be burdened by the customer. Please notice that the warehouse will check the package status on arrival and notify you if it meets the return standard. Once your package gets refund approval, we will issue you a partial refund via the original payment method. The refund amount will be the original order value minus the exact shipping fee & a 15% restocking fee.

* If you changed your mind after receiving the package, please do not open the package and return it to our local warehouse. THE PRODUCT MUST BE IN ITS ORIGINAL CONDITION FOR US TO ACCEPT A RETURN BACK. The warehouse address can be obtained via online customer service and the return shipping fee should be burdened by the customer. Please notice that the warehouse will check the package status on arrival and notify you if it meets the return standard. Once your package gets refund approval, we will issue you a partial refund via the original payment method. The refund amount will be the original order value minus the exact shipping fee & a 15% restocking fee.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us, don’t worry, we will help you out.

Exchanging (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it, please send us a request together with a photo or video of the product. Depending on the place you live, the replacement items reach you may vary.