1. Introduction
Thank you for shopping with RealisticDoll. This policy explains how we handle order modifications, cancellations, returns, replacements, and refunds.
By placing an order with RealisticDoll, you confirm that you are at least 18 years old, or have reached the legal age of majority in your jurisdiction, and that you have read and accepted this policy.
2. Order Modifications
2.1 Custom Doll Orders
- Within 48 hours of purchase: You may request changes to your custom order at no additional charge, provided production has not progressed beyond the relevant stage.
- After 48 hours: Modification requests will be reviewed according to the current production stage. Additional costs may apply if materials have already been prepared or production has begun.
- How to request a modification: Contact support@realistic-doll.com and include your order number and the requested changes.
We cannot guarantee that every modification request can be accepted after production has started.
2.2 In-Stock Doll Orders
- Before shipment: Contact us immediately if you need to modify your order.
- After shipment: The order can no longer be modified. Any eligible return will be handled under the return conditions in this policy.
- Return shipping costs are normally the customer's responsibility unless the return is caused by an incorrect item, confirmed manufacturing defect, or shipping damage attributable to the seller or carrier.
3. Order Cancellations
3.1 Cancellation Eligibility
| Order type | Cancellation period | Refund amount | Conditions |
|---|---|---|---|
| Custom order | Depends on production stage | 70%-95% | Reviewed individually; 5%-30% may be retained to cover incurred costs |
| In-stock order | Within 8 hours | 95% | Available only before packing or shipment |
| In-stock order | Between 8 and 24 hours | 85% | Available only before shipment |
| In-stock order | After 24 hours | Not normally cancellable | The order may already have entered packing or shipping |
Please contact us as soon as possible. A cancellation request is not confirmed until you receive written confirmation from RealisticDoll.
3.2 Why Cancellation Deductions May Apply
Cancellation deductions may cover costs already incurred, including:
- Payment-processing fees
- Materials purchased or prepared for a custom order
- Production work already completed
- Packaging and handling costs
- Shipping or logistics charges that cannot be recovered
We will explain the applicable deduction when reviewing your cancellation request.
4. Inspection and Problem Reporting
Please inspect your order as soon as possible after delivery. If you receive an incorrect, damaged, defective, or incomplete product, contact us within 7 calendar days of delivery.
Please provide:
- Your order number
- A clear, continuous unboxing video
- Photos showing the full doll, head, packaging, and shipping label
- Close-up photos or videos of the reported problem
- A description of the issue
Opening the shipping package solely to inspect the product does not automatically make the order ineligible for assistance. However, the product must remain unused and must satisfy the return conditions below.
5. Common Return and Replacement Scenarios
5.1 Incorrect Product Received
If the product is materially different from the confirmed order specifications, provide clear photos and an unboxing video. After verification, we may arrange a replacement, provide replacement parts, or offer another appropriate resolution.
5.2 Damage During Shipping
- Photograph the outer packaging before discarding it.
- Record the damage to the product.
- Contact RealisticDoll within 7 calendar days.
- Retain all original packaging while the case is reviewed.
Minor repairable damage may be resolved with repair instructions, replacement parts, or a repair kit. Major confirmed damage may qualify for replacement or another appropriate solution.
5.3 Missing Package
- Check with household members, neighbors, reception staff, or the local delivery location.
- Contact the carrier immediately.
- Contact RealisticDoll with your order number and tracking information.
We will assist with the carrier investigation. The final resolution will depend on the tracking records and investigation results.
6. Return Conditions
Because adult dolls are intimate products, strict hygiene and safety requirements apply.
A return may be accepted only when:
- Return authorization has been issued by RealisticDoll
- The product is unused and in resalable condition
- The product has not been cleaned, modified, damaged, or exposed to bodily fluids
- All original accessories, documentation, and packaging are included
- Any applicable hygiene seal remains intact
- The return request complies with the conditions and deadlines in this policy
A product will not be eligible for return if it has been used, altered, improperly handled, improperly cleaned, or damaged after delivery.
7. Return Instructions
Do not send any product back without written authorization.
- Contact support@realistic-doll.com.
- Obtain written return authorization and the correct return address.
- Pack the product securely in its original packaging.
- Include all accessories and documentation.
- Use a trackable shipping service and retain the shipping receipt.
The address shown on the original shipping label is not necessarily the authorized return address. Unauthorized returns may be refused.
8. Refunds
8.1 Refund Eligibility
A refund may be approved after the returned product has been received and inspected. The product must:
- Be unused and in eligible return condition
- Include its original packaging and accessories
- Have valid return authorization
- Pass the return inspection
- Comply with this policy
8.2 Possible Refund Deductions
| Deduction | Description |
|---|---|
| Original shipping cost | The original delivery charge may be non-refundable |
| Return shipping cost | Normally paid by the customer unless otherwise agreed |
| Restocking fee | 15%-25% of the order value, depending on inspection and handling requirements |
| Payment-processing fee | Non-refundable transaction fees charged by the payment provider |
| Other incurred costs | Custom materials, production, packaging, or logistics costs where applicable |
Any applicable deductions will be explained before the refund is finalized.
8.3 Refund Processing Times
| Payment method | Estimated processing time |
|---|---|
| Credit or debit card | 7-10 business days |
| PayPal | 3-5 business days |
| Klarna | 7-10 business days |
These are estimated processing times. Your bank or payment provider may require additional time before the funds appear in your account.
9. Dispute Resolution
If you have a concern, please contact us before opening a payment dispute or chargeback. Providing your order number, photos, videos, and a clear description of the issue will help us investigate and propose an appropriate solution.
- Contact customer support.
- Provide the requested documentation.
- Allow us reasonable time to investigate.
- Review the proposed solution.
- Request escalation if the issue remains unresolved.
This section does not limit any mandatory consumer rights available under applicable law.
10. Contact Information
RealisticDoll Customer Service
- Email: support@realistic-doll.com
- WhatsApp: +86 136 4264 2795
- WhatsApp service hours: 9:00-18:00, UTC+8
- Typical response time: Within 24 business hours
11. Policy Updates
RealisticDoll may update this policy when business procedures or legal requirements change. An order will normally be governed by the version of the policy in effect when the order was placed, except where mandatory law requires otherwise.
Document version: 2.1
Last updated: August 20, 2026
Applies to: RealisticDoll orders
By placing an order with RealisticDoll, you acknowledge that you have read and understood this policy. If you need clarification, please contact us before ordering.