- For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 6 hours after payment, a full refund can be made within 5 days.
- For orders that have been paid for more than 6 hours but not shipped, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
- Due to the nature of our products, we do not accept returns of opened items.
PLEASE NOTE: for these situations, the customer will be required to pay the shipping and return shipping fees and a 20% handling fee. The shipping fee and return shipping fees and 20% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.
1. For orders where the customer refuses to accept the package after shipment or requests to cancel the order after shipment.
2. For orders that are returned due to incorrect address provided by the customer or delivery failure due to other reasons.
3. For orders that are returned to us after the customer requested pickup at a UPS/Fedex Express location but did not pick up the order within the specified time.
If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for compensation from the courier company.
If the doll is defective, please contact us within 3 days of delivery including the pictures or videos of the defective part. According to your problem, we will provide one of the solutions below:
- A full product replacement
- A door-to-door repair
- Free repair tools
- A partial refund
If you find that the product you received is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense. You may also keep the incorrect item.
In order to receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.
30 Days Return & Exchange Service
BestRealDoll Supports return and exchange service within 30 days after you place the order if you can meet the following conditions:
1. No wrong dolls or misdelivery.
2. No damage to the package.
3. The doll is intact and has not been opened.
Customers who meet the conditions for return or exchange will be required to pay the following fees.
1. 20% handling fee (including production, packing, shipping, and other operational fees)
2. Shipping costs for shipping and return.
Please kindly note that, for all customization orders, we will not accept cancellations or refunds once production has begun.
Please note that any return/refund reasons about the dolls' weight or size(too heavy, too big, or too small) or the dolls' feature(too cold) will not be accepted, please understand the material characteristics of sex dolls, and please be aware of the height and weight of the doll before you place the order. A few error in measurement is acceptable, due to different temperature, measure condition (lying down or standing), measure areas by different people. Thanks for your understanding.