Refund and Returns Policy

In order to let you have the best doll, we strictly control the manufacturing process of the doll and double-check before delivery. When you receive your sex doll, be sure to check the doll carefully to make sure it is in good condition. If you find any quality problem caused by non-human factors such as breakage, please take a good picture, don’t use it, and contact us at service@dollsgirl.com within 14 days. It has been confirmed that there is a quality problem with the product. At DollsGirl, we are committed to your satisfaction and provide a fair, transparent return policy to protect your purchase.

Return Eligibility

Returns may be requested within 14 days of delivery.
Items must be unused, unwashed, and in original condition and packaging.
Do not return items without prior approval. Please contact customer service to obtain the correct return address.

Non-Returnable Items

Customized or personalized products are non-refundable once factory photos have been approved.
Minor variations (e.g., wig, eye color, makeup, or skin tone) are normal and not valid grounds for return. If returned for these reasons, shipping costs are the customer’s responsibility.
Packaging differences due to shipping protection upgrades do not affect product quality and are not eligible for return or refund.

Return Shipping

Customer responsibility: Returns due to personal reasons (e.g., change of mind) will incur shipping and related costs, deducted from the refund.
Our responsibility: If the return is due to our error (wrong item or major damage), we will cover all costs and provide a full refund.

Order Changes & Cancellations

Orders can be modified before processing at no cost.
Once processing begins (typically within 24 hours), orders cannot be changed or canceled.
Custom orders follow this return policy once in production.

Inspection & Claims

Inspect your item immediately upon receipt before use.
Report any issues within 24 hours, including photos or videos, by contacting customer service.
Refunds or replacements are only available for incorrect items or missing paid features.

Important Notes

Returns are not accepted for used, washed, or improperly handled items.
Damage caused by misuse is not covered.
Do not initiate chargebacks or return items without contacting us first.

What Is Not Covered

User-caused damage or wear
Used items
Minor cosmetic differences due to display or handmade variation
Loose nails or eyelashes (can be easily reattached)
Slight makeup differences from product photos
Issues caused by improper use of optional features (e.g., heating or sound functions)

We value your feedback and are always here to assist. For any questions or support, please contact our customer service team before taking further action.

Refund Processing

Once a cancellation or refund request is approved, the refund will be issued to your original payment method (credit card, PayPal, or other).

Estimated Processing Times:

Credit Card / Debit Card: 10–12 business days
PayPal: 3–5 business days

If your refund has not arrived within the expected timeframe, contact us for a refund tracking number. You can then follow up with your card issuer, PayPal, or payment provider for more information.

Important: Please do not initiate a chargeback, as this may delay the refund process. Refund timing ultimately depends on your bank’s processing schedule.