Return & Cancellation Policy

Thank you for purchasing our sex doll products from Dollsm. To ensure a pleasant shopping experience and maintain transparency, we have established the following detailed return and cancellation policy. Please read these terms and conditions carefully before placing your order.

Order Cancellation

Order Cancellation Timeframe:

  • Within 2 Hours: If you wish to cancel your order within 2 hours of placing it, we will issue a full refund without any deductions. This quick action helps ensure that the production process does not commence.
  • Within 12 Hours: If you cancel your order within 12 hours, you will receive an 80% refund. This partial deduction covers initial processing and handling fees incurred during this period.
  • Within 24 Hours: If you cancel your order within 24 hours, you will receive a 60% refund. The increased deduction reflects the more advanced stage of order processing.
  • After 24 Hours: Cancellations are not possible after 24 hours as the order will have entered production or shipping stages. At this point, the product customization process will have begun, and materials will have been allocated.

Important Note: Please confirm your purchase decision carefully before placing your order. Refunds issued do not include any service fees deducted by the credit card company, which are non-refundable.

Return Policy

Due to the highly personal and customized nature of sex dolls, we enforce a strict return policy to protect customer privacy and safety. Here are the conditions under which returns are considered:

Product Issues: If you find a quality issue or manufacturing defect upon receiving the product, please contact us within 48 hours. Provide relevant photos and a detailed description of the defect. Depending on the assessment, we will offer one of the following solutions:

  • Repair: We will guide you through the process of sending the product back for necessary repairs.
  • Replacement: If the defect is irreparable, we will replace the product with a new one.
  • Refund: In cases where neither repair nor replacement is feasible, a refund will be issued.

Non-Returnable Products:

  • Opened or Used Products: Any product that has been opened, used, or tampered with is non-returnable due to hygiene and safety concerns.
  • Personal Reasons: Returns due to personal reasons such as dissatisfaction with the product or a change of mind are not accepted. Each product is made-to-order based on specific customer requirements.

Exchange Policy

Quality Issues: If a product has a quality issue or manufacturing defect, please contact us within 48 hours of receiving the product. We will arrange for an exchange or repair at no additional cost.

Exchange Process:

  • Initial Contact: Contact our customer service team with your order details and the issue description.
  • Detailed Instructions: Upon confirming the exchange request, we will provide detailed instructions on how to return the product. Follow these instructions carefully to ensure a smooth exchange process.
  • Shipping: We will cover the shipping costs for the return and exchange if the product has a confirmed defect or quality issue.

Refund Process

Refund Request: Once a refund request is confirmed to meet the conditions, we will process your refund within 14 business days. The refund will be returned to your original payment method.

Refund Amount: The refund amount will be adjusted to reflect any applicable fees, such as shipping and handling fees. Refunds do not include any service fees deducted by the credit card company, which are non-refundable.

Additional Terms and Conditions

  • Inspection Upon Delivery: It is crucial to inspect your sex doll immediately upon delivery. Any damage or defects must be reported within 48 hours to be eligible for repair, replacement, or refund.
  • Custom Orders: Custom orders are created to your unique specifications and therefore cannot be returned or exchanged unless a defect is present. Ensure all customization details are correct before finalizing your order.
  • Maintenance and Care: Proper maintenance and care of your sex doll are essential to ensure its longevity and performance. Follow the care instructions provided with your product to maintain its condition.

Contact Information

If you have any questions or need assistance, please contact our customer service team through the following channels:

  • Email:
  • Online Support: Click the chat icon in the bottom right corner of our website for live support.

Thank you for your understanding and cooperation. We are committed to providing the best service possible.

Please Note: This policy may be adjusted based on company practices and legal regulations. For the most current policy, please refer to our official website.