After-Sales Policy

1. Price Terms

1. Prices do not apply to island or remote areas. If your shipping address is classified as an island or remote zone, you shall bear the actual surcharge incurred.

2. Only listed countries below are available for delivery. We cannot ship to any regions not included in the list.

3. Our European warehouse does not accept returned parcels. Please double-check your order before shipment. Undeliverable packages will be sent back to the warehouse automatically.

2. Policy for Undelivered Orders

1. If you request package interception during transit: You will cover the interception fee plus round-trip shipping fees (return freight equals original outbound freight).

2. Unjustified package refusal: You must pay for round-trip shipping, or return the item at your own cost. Cash-on-delivery returns are not accepted. Refunds will only be processed after warehouse inspection. No refund will be issued if the product is damaged and cannot be resold.

3. Lost parcels (long-term stagnant tracking updates, abnormal logistics status): You need to provide a full-page screenshot of your order in English, clearly showing your shipping address, tracking number and product value. Partial screenshots are invalid. After we file a carrier claim, we will offer either a full refund or a replacement unit. No after-sales support will be provided if you fail to submit required proof.

4. Address modification for in-transit packages: You will pay an address change handling fee. We cannot guarantee successful address update, and the fee will still be charged regardless of whether the change takes effect.

5. Claim rules for non-delivery without signature service: If you did not purchase signature confirmation service, no compensation claim will be approved. We can only provide Proof of Delivery (POD). To launch an official logistics investigation, you must submit evidence proving non-receipt (e.g., door surveillance footage). Investigation success is not guaranteed.

3. Policy for Received Goods

1. Damaged outer carton or product: Refuse delivery upon receipt. If you accept the package, you must submit photos of the outer box, shipping label and damaged product right away. Compensation will be offered based on damage severity; free replacement or full refund is available if the product is completely unusable. No refund will be granted if you return the damaged item without prior notification, and you shall bear all return shipping fees if the item cannot be resold upon warehouse arrival.

2. TPE dolls stored in overseas warehouses: Facial makeup is hand-painted and may wear off during use. Makeup fading is not recognized as a manufacturing defect.

3. Internal metal frame: Do not force the doll into extreme postures. Only natural human poses are permitted; please refer to the user manual for reference.

4. Quality defect notification window: All manufacturing issues must be reported to us within 2 calendar days after delivery. Claims submitted after this window will be rejected.

5. Intimate personal hygiene products: No returns or exchanges for change-of-mind reasons. We only offer replacement or partial compensation for verified quality defects. This clause is prominently displayed on all product listings.

6. Unauthorized customer returns: We may fail to locate your returned parcel, or reject all compensation if the product is damaged and unsellable upon inspection.

Special Terms for Full Silicone Products

7.Refunds
Customers may return goods within 15 days of purchase, provided that the items remain unopened and unused. Under such circumstances, the customer shall bear all shipping fees and transaction charges.

Please note: The return period expires 15 days from the date when you or a third‑party (other than the carrier) physically receives the product.