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.

I. Undelivered Packages​

1. Intercepting in Transit​

   If the customer actively requests to intercept the package in transit, they shall bear the interception fee and the return shipping fee (the return shipping fee is the same as the original shipping fee).

2. Unjustified Refusal of Delivery​

   If the customer refuses to accept the package without justified reasons, they shall bear the return shipping fee (or send it back by themselves, and COD (Cash on Delivery) is not accepted). The warehouse will process the refund after confirming the product is in good condition; if the product is affected in its resale value due to the refusal (e.g., damaged packaging, obvious signs of use), no refund will be provided.

3. Lost Packages​

   Definition of lost packages: The logistics tracking information has not been updated for a long time or shows an abnormal status (e.g., "lost", "abnormal").

   Requirements for handling: The customer must provide a complete English version screenshot of the platform order (partial screenshots are invalid), which must clearly include the following information: customer's delivery address, package tracking number, and product value. We will apply for a claim from the logistics party based on this information. If the claim is successful, a full refund or reshipment can be processed for the customer. If the customer fails to provide complete proof, such lost packages cannot be processed.

4. Address Change for In-Transit Packages​

   If the customer needs to modify the delivery address of a package in transit, they shall bear the address change operation fee (specific fees are subject to the logistics party). Please note that the address change is not guaranteed to be 100% successful; if the change fails, the already charged operation fee will not be refunded.

5. Claimed Not Received After Signing​

   If the package shows as signed but the customer claims not to have received it:

   • If no signature confirmation service (Signature Required) was purchased, no claim will be accepted, and only a POD (Proof of Delivery) can be provided as logistics proof;

   • If further investigation (inspection) is required, the customer must provide valid evidence of "not receiving the goods" (e.g., door monitoring footage), and the inspection can be applied for after the evidence is approved. Note: The inspection may not necessarily succeed in retrieving the package.

II. Received Products​

1. Damaged Packaging/Products​

   If the outer box or product is found to be damaged upon receipt, please immediately provide the following photos: overall photo of the outer box, photo of the outer box label (including logistics information), and detailed photo of the product damage. We will compensate based on the degree of damage: if the product is damaged beyond normal use, a free replacement or full refund can be provided.

2. Material & Makeup Characteristics​

   Dolls shipped from overseas warehouses are made of TPE material, and the facial makeup is hand-painted. Normal use may cause the makeup to fade (e.g., due to wiping or friction), which is a characteristic of the material and not a product quality issue. No returns, exchanges, or compensation will be provided for this.

3. Skeleton Limitations​

   Overseas warehouse dolls use a standard skeleton structure, and their range of motion is limited to "poses that a normal person can perform" (refer to the included manual for details). Forcing the skeleton to bend beyond its limit is prohibited. Damage caused by forced bending is not a quality issue, and no after-sales support will be provided.

4. Quality Issue Feedback Deadline​

   If there is a quality issue with the product (e.g., breakage, serious defects), it must be reported to us within 7 days of receipt. Reports submitted after this period will be considered as waiving the right to processing, and no handling will be provided.

5. Private Health Product Return/Exchange Rules​

   This product is a private health product and does not accept returns or exchanges without valid reasons. If a quality issue occurs, only a replacement or compensation will be provided (direct refunds are not supported). Customers must be clearly aware of this rule when placing an order or communicating with us.

6. Handling of Unauthorized Returns​

   If the customer returns the package without our consent, the warehouse may fail to locate the package due to unrecognizable logistics information, or find that the product affects its resale value (e.g., damaged packaging, obvious signs of use) upon inspection, and no compensation or refund will be provided.

Contact Information

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

• Email: sales@dollsm.com
• 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.