Refund/Return Policy
1. About Refund
> Regular Orders
Yes, you can. The following rates for cancellation and restocking fees apply based on when you notify us of this request:
- Cancellation requests within 8 hours are entitled to a full refund.
- Cancellation requests after 8 hours, please be sure to contact with online customer service. If the product has been produced or shipped, the refund is subject to production and transportation fees. If the product has not been produced or shipped, you are entitled to a full refund.
- If you receive the product and find quality problems or damage caused by shipping etc., you may the apply for cashback compensation or a full refund and return, depending on the severity of the problem.
Refund :If you apply a refund requtst . Money will be return back to your account within 7-15days after we agreed.
>Customized Orders
All dolls that are re-modeled and customized according to customer requirements are non-cancellable.
Refunds are returned via the original payment method.
For example, if you paid by credit card, the amount will be returned directly to that card. The same applies to all other payment methods.
Please note: Credit cards charge a transaction fee for every purchase. You will have to contact your credit card company to obtain a refund for the transaction fee. For return or refund, please contact us by email.
Customer satisfaction is the first goal of our service.
2. About Return
We accept return of products. Customers have the right to apply for a return within 7 days after delivery the product.
Requirements for obtaining a return: Your item must be unused and in the same condition as when you received it, in the original packaging and the customer is responsible for any costs incurred in returning the item.
>Notes:
Custom-order or personalized items do not have a right to 7 days refund.
1. If the item is damaged due to improper use by the customer, we cannot return the product for a refund. Please keep the item properly to avoid damage.
2. After receiving the doll, please use it after a comprehensive inspection. If you find any problems with the doll, please contact us by email in time. Please send more detailed photos and videos of the doll to our email (info@ mailovedoll.com), we will try our best to solve customer problems.
3. Please consider your needs before placing an order. If you change or add any free functions before the doll is produced, we will not charge you any fees. Once the doll is in production, the order cannot be changed or canceled. If To cancel an order please see our refund policy.
What is not covered under the guarantee
1. – Customer damage – We will check the quality of the doll before shipping, please be careful when using the doll, if the damage caused by the customer is not covered by us.
2. – USED DOLLS – Any used dolls are void of warranty.
3. – Skin color problem – Due to the influence of lighting when the doll is photographed, it is normal that the actual skin color of the doll is slightly different from the skin color displayed on the computer screen.
4. – Loose lashes – Lashes fall off by themselves Use our glue to reattach them.
5. – Makeup difference – the makeup artist will try his best to reproduce the makeup on the photo, but it can’t be 100% identical, if you don’t like the makeup, you can remove and make up the doll by yourself.
6. – Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping . (never disconnected if used in an appropriate way.)
Compensation Standards
I. Transportation:
1. If the delivery time exceeds twice the agreed time, a full refund will be given, and the product will be sent to the customer for free.
[Delivery time (including production and transportation):
The slowest transportation time for TPE products shipped from China is 45 days, and the compensation time is 90 days. The slowest transportation time for silicone products is 55 days, and the compensation time is 110 days.
The fastest transportation time for TPE products shipped from China is 20 days, and the compensation time is 40 days. The fastest transportation time for silicone products is 30 days, and the compensation time is 60 days.
※The following special circumstances do not follow the above time limits
①If the product is a special function, such as electric buttocks, oral sex, hair transplant, etc., or there are special requirements for the doll’s functions that lead to a longer production time, the delivery time needs to be agreed separately. If some functions require additional payment or confirmation from the customer before production, the compensation time will be calculated from the completion of the confirmation.
②If it is shipped from China, but due to special holidays or factory scheduling, the production time is significantly extended.
③If it is shipped from China, but it is a special brand, such as Elsa Babe, etc., the production time is extremely long.
④The maximum delivery time for the US warehouse is 10 days, and the compensation time is 20 days. The maximum delivery time for European and Canadian warehouses is 15 days, and the compensation time is 30 days.
If the overseas warehouse is out of stock, we will contact the customer promptly within 2 days after the order is placed, and the compensation time will be calculated from the final confirmation time of the order.]
2. If the customer cannot receive the product due to non-responsibility issues such as customs clearance, lost items during express delivery, etc., the customer can choose a full refund or a free second product.
3. Wrong product delivery: After receiving the wrong product, please contact us by taking photos or videos within 24 hours after signing, and mail the product to our designated location. We will compensate for the postage and resend the correct product. We will agree on a compensation time with you. If it exceeds this time, the payment for this product will be refunded to you.
4. Damage to products during transportation: We will check the product before shipment and keep the confirmation photo before shipment, but if the product is obviously dirty or damaged when the customer receives it, the compensation will be based on the degree of damage. You need to contact us by taking photos or videos within 24 hours after signing, and the compensation range is $10-100, excluding major damages. If there is major damage, such as serious skin damage, limb or other body parts fracture, etc., we will provide a full refund or resend the product based on the severity.
5. If the recipient fails to clear customs or pick up the product after multiple contacts and notifications, resulting in the product being returned or lost, we will not be responsible for any liability.
6. If the address or contact information provided by the customer is incorrect, and after multiple attempts to contact and notify the customer, the customer still does not respond, resulting in an extended delivery time, lost items, or delivery failure, we will not be responsible for any liability.
II. Product quality and defects:
1. Within one month after the products are delivered, if there is massive damage to the product that is not caused by human factors, such as the fracture of the main bones (trunk, thighs, etc.) or extensive cracking of the skin due to material or quality problems, compensation will be given at half or full price depending on the severity of the damage. Certain special functions (such as heating, electrically powered buttocks, electrically powered fellatio, suction, etc.) are not covered.
2. If customers discover minor damages during the unpacking process after delivery, such as broken eyebrows or nails (excluding detached nails or eyelashes), smeared makeup, minor skin cracks, or protruding fingers, compensation will range from $10 to $100. In case of significant damage, full compensation or replacement will be provided. In case of mismatched or missing options or functions, compensation will be made at twice the amount of the mismatched or missing option, with a minimum payout of $10. Unpacking must be done within 7 days of delivery and photographic or video evidence must be provided.
