REFUND POLICY
CANCELLATION POLICY
Orders enter the processing stage within 8 hours of payment receipt. At this point, customized dolls enter production, and in-stock dolls begin packaging. This means materials are procured, production time is allocated, and associated costs are incurred. Without this strict timeline, we would be unable to guarantee delivery schedules. Please carefully review all order details before submission.
Our current policy regarding refunds, exchanges, and cancellations is outlined below. All restocking fees are calculated as a percentage of the total order value:
Cancel within 12 hours – 10% non-refundable restocking fee
Cancel after 12 hours but before shipping (in production) – 20% non-refundable restocking fee
Cancel when the doll is nearly finished but before shipping – 50% non-refundable restocking fee
Why do we charge restocking fees? Processing each order involves multiple costs — customer service representatives invest time in communication with both buyers and manufacturers, and additional manpower is required for order follow-up. If a completed doll is cancelled, we must recover the costs incurred from this unsuccessful transaction through restocking fees. In-stock orders involve packaging labor, while custom orders consume materials and production time. The processes of inspection, repackaging, and restocking are also time- and labor-intensive.
Please ensure your selection is final before placing an order. Once payment is completed, it signifies your full commitment to retain the order. We recommend reviewing factory photos or similar product images prior to purchase. Should you have any questions, we are happy to assist you.
You may add or modify items at no additional cost before the order enters processing. However, due to the personalized and custom-made nature of our products, orders cannot be changed or cancelled once processing has begun. If your order has already entered processing, any changes or cancellations will be subject to our Return & Exchange Policy outlined below.
RETURN POLICY
DAMAGES & WARRANTY
We do not offer refunds for any reason other than receipt of an incorrect doll.
Wrong Dolls
If the doll you receive significantly differs from the factory photos or website images, please provide us with a complete unboxing video (including the full body, head, shipping label, and outer packaging box). We will verify the issue with our factory and shipping carrier, and arrange a replacement for you.
Damaged Dolls
In the event of severe damage upon arrival, you should file a claim with the shipping carrier promptly. We will arrange a replacement depending on the extent of the damage. For minor damage, we will provide the necessary repair kits for you to address the issue.
You must inspect the doll from head to toe before use, ensuring it is brand new and unwashed — this is of critical importance. Should you have any complaints or concerns, please contact us within 24 hours, providing as much detail as possible, including images and videos, via email at support@truelovedoll.com. We will work to resolve the issue promptly.
Damage caused by improper use does not qualify for return or exchange. Please exercise common sense and handle the product with care to avoid any damage.
We greatly appreciate your feedback, as it helps us collaborate with our manufacturers to prevent such issues in the future.
EXCEPTIONS NOT COVERED UNDER WARRANTY
User Damage – All dolls undergo quality inspection prior to shipment. Please handle with care. Any suspected or user-inflicted damage is not covered. For care instructions, please refer to the relevant page.
Used Dolls – Any doll that has been used is not eligible for warranty coverage.
Skin Imperfections – Slight color variations between on-screen display and the actual product due to monitor differences are considered normal.
Finger & Toe Nails – Nails are attached with light adhesive to allow for buyer removal if desired, so they may loosen during shipping or after receipt. If a nail falls off, simply reattach it using the provided lash & nail glue.
Loose Eyelash – A protective foam eye mask is placed over the doll's face during transit. If an eyelash comes off, you may reattach it using the provided lash & nail glue.
Makeup Differences – We strive to replicate the makeup style shown in product photography; however, 100% accuracy cannot be guaranteed. Slight variations between individual dolls and pictures are normal. If you are not satisfied, you may remove the makeup and reapply as desired.
Heating & Moaning Functions – Please verify that these functions operate correctly upon receipt. We do not cover disconnection issues arising during use. The factory can perform repairs at the buyer's shipping expense (disconnection does not occur under normal use).
IMPORTANT NOTICE
DO NOT file a dispute with your payment card issuer or return the package directly. If you wish to cancel your order or initiate a return, please contact our customer support team first so we can assist you with the appropriate process.
The return address shown on the shipping label is not available for returning made-to-order or in-stock dolls. Please make sure the doll remains brand new, unused, and unwashed before any approved return.
REFUND
Once we approve a cancellation or refund request, the refund will be issued to the original payment method or your PayPal account.
Refund processing times may vary depending on the payment method:
PayPal: Within 2 business days
If you have not received your refund after the standard processing period, please contact us first to obtain refund details, then check with your bank or payment provider for further assistance.
Please DO NOT file a chargeback request directly, as this may delay the refund process. The actual time for funds to appear depends on your financial institution.
CONTACT US
If you have any questions, concerns, or issues regarding your order, please feel free to contact our customer support team. We are always here to assist you and help resolve any questions or concerns you may have regarding your purchase.
Whether you need assistance with order updates, shipping information, product details, or after-sales support, our team will do our best to provide a timely and satisfactory solution.
Please contact us by phone at +86 19134743785, or send an email to support@truelovedoll.com. We appreciate your trust and support, and we are committed to providing every customer with a professional and pleasant shopping experience.