FIRSTLY, YOU SHOULD KNOW...
That our customers always know exactly what they're going to get, so there are no surprises! For any custom-ordered sex dolls, we send factory photographs of the doll before the shipping. You will be asked to approve these photos to ensure that your expectations are met.
Cancelled Orders - Custom Products (not In-Stock)
- Any Custom order cancelled with twenty-four (24) hours of placing your order and providing payment can be cancelled with a 10% non-refundable restocking fee / penalty, assuming the product has not been scheduled for production within that time. We have to charge this fee because of transaction fees imposed on us, in addition to covering the administrative expense of cancellation.
- After that twenty-four (24) hour grace period, order cancellation is not possible since the process of launching the doll into production will begin.
Return of Boxed & Unopened Items (In-Stock Items).
Our policy is that if you have purchased a product from our In-Stock selection and haven't opened it or haven't received it and would like to return it, you have three (3) days from the date it was shipped to you to inform us that you'd like to return the item, get a Return Merchandise Authorization (RMA) from us, and have the item returned to us by courier (with a tracking number) at your cost. Instructions will be sent along with your RMA.
Once the item is received by us and verified to be unopened and undamaged, you will be refunded the purchase price (minus the 35% re-stocking fee). If there is minor damage to the packaging, your return will be managed on a case-by-case basis.
All items will be shipped to you with tamper prevention seals for quick and easy verification in case the item needs to be returned.
The return time for the remaining amount can be up to 14 business days from the date of execution of all necessary documents.
Returns due to a Product Issue / Order Error.
Because detailed photographs are taken before your doll is shipped to you, this is extremely unlikely and eliminates the possibility of errors with your order.
However, if there is a problem with your product or if you think your product has been damaged, immediately photograph the problem and stop unpacking the doll. It is also forbidden to use a doll.
If you find a problem, you must contact doll X doll within 24 (twenty four) hours after the doll is delivered to you and provide photos. Your photos and videos should fully document the problem you saw.
We will manage these situations on a case-by-case basis and will do our best to correct the situation to your complete satisfaction, working together with the manufacturer of the product. To complete the return or replacement, we need a receipt or confirmation of purchase.
We have an unconditional return / exchange policy if you received the wrong item. To be eligible for a refund, your product must be unused and in the same condition in which you received it. It must also be in the original packaging.
Please do not send your purchase back without prior approval from Doll X Doll and execution of the necessary documents. When sending without paperwork you will not receive a refund.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 15 days after delivery
Opened Items - Sex Dolls, Doll Clothing, Doll Heads, Torsos, Masturbators, etc.
For any items that are purchased from us which are highly intimate in nature, and were opened but not used or altered in any way, any returns / refunds / exchanges will be subject to a minimum 50% restocking fee. These situations will be handled on a case-by-case basis.
You have seven (7) days from the date it was shipped to you to inform us that you'd like to return the item, get a Return Merchandise Authorisation (RMA) from us, and have the item returned to us by courier (with a tracking number) at your cost. Instructions will be sent along with your RMA.
Once the item is received by us and verified to have been opened, but not used or altered in any way, you will be refunded the purchase price (minus the minimum 50% re-stocking fee). Please allow additional time to manage these returns (up to 22 working days from the date we receive them), as we have careful procedures in place on how we handle these situations and need to do analytical testing to confirm that the item has not been used or altered in any way.
If we find evidence that the item was used, or altered in any way, the refund / exchange / return will be denied and you will have the option to receive back your item, with additional shipping & handling charges at your cost, or to forfeit the item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
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 at info@dollXdoll.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over €500 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
In which cases you cannot use the right to return:
In the cases set forth by the Cabinet of Ministers on May 25, 2014 No. 225 “Rules of distance contract”, in clause 22, “AIRWEB” reserves the right to refuse the buyer to use the rights of refusal of the goods or to withhold appropriate compensation in the following cases:
- The price of the goods depends on fluctuations in the financial market that the seller cannot control and which may arise during the right of withdrawal;
- Goods are produced on behalf of the consumer or personalized;
- The goods quickly deteriorated or expire soon;
- You have opened the product packaging, which due to health or hygiene reasons cannot be returned. For example, intimate toys, underwear, stockings and tights, audio headphones and other products of a similar nature;
- If, after delivery, due to the properties of the product, it is irreversibly mixed with other goods;
- You have opened the packaging of a computer program, game or audio / video recording;
- The contract is for the supply of a digital context that is not supplied in a permanent storage medium;
- The goods are damaged mechanically and / or visually, due to which its value has decreased.