1. Introduction
Welcome to RealisticDoll! We are dedicated to delivering premium quality lifelike dolls and exceptional customer service. To ensure complete transparency, this policy outlines our procedures for order modifications, cancellations, returns, and refunds.
Our Commitment: Your satisfaction is our highest priority. This policy ensures fairness for both our valued customers and our business operations.
Age Requirement: By accessing this policy and our services, you confirm you are at least 18 years old and of legal age in your jurisdiction.
2. Order Modifications
2.1. Custom Doll Orders
- 48-Hour Modification Window: Request modifications within 48 hours of purchase at no additional cost
- After 48 Hours: Modifications are subject to production stage assessment (case-by-case basis)
- Contact: Submit modification requests through our support system
2.2. In-Stock Doll Orders
- Before Shipment: Contact us immediately for order changes
- After Shipment: Modifications cannot be processed; returns follow our standard return procedure
- Shipping Responsibility: Return shipping costs are the customer’s responsibility
3. Order Cancellations
3.1. Cancellation Eligibility Table
| Order Type | Timeframe | Refund Percentage | Conditions |
|---|---|---|---|
| Custom Orders | Production Stage Dependent | 70-95% | Assessed case-by-case; non-refundable fees: 5-30% |
| In-Stock Orders | Within 8 hours | 95% | Before packing/shipping |
| In-Stock Orders | 8-24 hours | 85% | Before packing/shipping |
| In-Stock Orders | After 24 hours | No cancellation | Order processed for shipping |
3.2. Cancellation Fee Justification
We apply cancellation fees to cover operational costs:
| Fee Category | Purpose |
|---|---|
| Transaction Fees | Payment processor charges (non-refundable) |
| Material Costs | Custom order materials (purchased upon order confirmation) |
| Packaging Costs | Prepared packaging for in-stock orders |
| Shipping Costs | Incurred shipping expenses (non-refundable) |
4. Returns and Replacements
4.1. Inspection Protocol
Upon Delivery: Carefully inspect your doll immediately and report concerns within 24 hours.
Required Documentation:
- Unboxing video showing full doll, head, shipping label, and packaging
- Detailed photos of any issues
- Order number and contact information
4.2. Common Return Scenarios
Incorrect Doll Received
- Procedure: Provide evidence showing significant difference from product images
- Resolution: Replacement arranged after investigation
- Requirements: Original packaging and all accessories
Damaged During Shipping
- Minor Damage: Repair kit and guidance provided
- Major Damage: File claim with carrier; replacement considered
- Documentation: Immediate photographs and carrier claim reference
Missing Package
- Immediate Action: Contact UPS/FedEx to file claim
- Prevention: Request signature service at checkout
- Resolution: Investigation through shipping carrier
5. Return Conditions
5.1. General Restrictions
For hygiene and safety reasons, we cannot accept returns on used or opened adult products if:
- Product has been unsealed or used
- Original packaging is damaged or missing
- Return conditions violate health and safety standards
5.2. Return Instructions
DO NOT RETURN WITHOUT AUTHORIZATION
Before Returning:
- Contact customer support for Return Authorization Number
- Ensure doll is in brand new, unused condition
- Pack securely in original packaging
- Include all accessories and documentation
Important: The address on shipping labels is NOT our return address.
6. Refund Processing
6.1. Refund Eligibility
Refunds are issued only if:
- Doll returned in new, unused condition
- Original packaging intact
- All accessories included
- Return authorization obtained
6.2. Refund Deductions
| Fee Type | Description | Typical Amount |
|---|---|---|
| Original Shipping | Initial delivery cost | Full amount |
| Return Shipping | Customer’s responsibility | Cost of return shipping |
| Restocking Fee | Repackaging and inspection | 15-25% of order value |
| Transaction Fees | Payment processor charges | Varies by payment method |
6.3. Refund Timelines
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit/Debit Card | 7-10 business days | Bank processing varies |
| PayPal | 3-5 business days | Usually fastest option |
| Klarna | 7-10 business days | Subject to bank clearance |
7. Alternative Dispute Resolution
7.1. Direct Communication Protocol
Before filing disputes, we strongly encourage:
- Contacting our support team first
- Allowing us to address concerns directly
- Working collaboratively toward resolution
7.2. Why Avoid Chargebacks?
Consequences of Direct Disputes:
- Extended processing delays
- Additional fees for both parties
- Complicated resolution processes
- Potential impact on future shopping experiences
7.3. Dispute Resolution Process
- Contact Support: Reach out with specific concerns
- Share Documentation: Provide evidence and details
- Solution Exploration: We’ll propose fair solutions
- Escalation: If unsatisfied, escalate to senior management
Legal Notice: Fraudulent chargebacks or disputes after receiving goods may result in legal action to recover losses and fees.
8. Contact Information
RealisticDoll Customer Service
- Email: support@realistic-doll.com
- Returns/Refunds: sales@realistic-doll.com
- Response Time: 24-48 hours (business days)
- Phone Support: Available during business hours
9. Policy Updates
We reserve the right to update this policy periodically. Current customers are subject to the policy version in effect at time of purchase.
10. Additional Support
Money Back Guarantee: Visit our dedicated page for detailed coverage information.
Product Care: Access product care guides and maintenance tips in our knowledge base.
Document Version: 2.0
Last Updated: [2026/04/18]
Applicable to All RealisticDoll Purchases
By placing an order with RealisticDoll, you acknowledge understanding and agreement with these terms. If you require clarification, please contact our support team before ordering.