XYDOLL’s Return Policy is formulated based on the hygienic sensitivity and customized production nature of adult dolls, while safeguarding customers’ legitimate rights regarding product quality issues. By placing an order, you acknowledge and agree to this policy. For inquiries, contact our customer service at info@xydoll.com.
This return and refund policy is applied to XYDOLL products purchased from November 2025.
Core Rule
All XYDOLL products (including TPE silicone dolls, robotic dolls, etc.) are intimate personal use items. To ensure the health and safety of all customers, returns are not accepted for any product that has been opened, tried, or used—regardless of whether it affects resale. Unopened in-stock dolls may be eligible for return under specific conditions.
Returns are only permitted for unopened, unprocessed in-stock dolls, and must be requested within 24 hours of delivery. A 20% restocking fee (to cover production preparation and warehousing costs) will be deducted from the refund amount. Additionally, the customer is responsible for all round-trip shipping fees, customs duties, and related charges.
Normal TPE material odor, minor color transfer, slight mold lines on the product surface, and non-customized minor cosmetic blemishes are considered standard in the industry and do not qualify for returns. For such cases, our customer service will provide free repair glue, color removal cream, or other accessories—with the customer covering shipping costs.
Customers must submit a quality issue claim via email within 3 calendar days of receiving the product, including the order number, clear photos/videos of the damaged area, and proof of delivery. Failure to submit a claim within this period will be deemed acceptance of the product as defect-free.
· Structural defects: Factory-related issues such as broken doll skeletons, detached joints, or inability to maintain poses.
· Severe material problems: Non-human-caused extensive cracking, damage, or leakage.
· Functional failures: Malfunctions of the drive system or control system in robotic dolls, confirmed by technical inspection as non-human-induced.
· Wrongful or missing items: Received product model/customization parameters do not match the order, or missing accessories/gifts.
|
Issue Type |
Solution |
Shipping Cost Bearer |
|
Severe quality issues (e.g., broken skeleton, extensive damage) |
Free replacement of the same model or full refund |
XYDOLL |
|
Functional failures in robotic dolls |
Free repair within the 5-month warranty period; replacement of core components or the entire body if repair is ineffective |
XYDOLL |
|
Wrongful/missing accessories |
Free replacement of the missing item(s); full refund if the customer opts for return |
XYDOLL |
· All products marked "Customized" (e.g., personalized makeup, hairstyle, skin tone, special size modifications) enter an exclusive production process once the order is submitted and the deposit is paid. Order cancellation or returns are not permitted under any circumstances—whether the product has been shipped or not.
· If a customized product has a quality issue, only exchanges or repairs for the same customization specifications are allowed. Changes to other customization styles or refunds will not be provided.
· Submit a return request to info@xydoll.com, including the order number, problem description, and relevant documentation.
· Our customer service will review the request within 3 business days. Approved requests will receive a dedicated return address and return authorization number (RAN); rejected requests will include a detailed explanation.
· The customer must ship the product back within 7 business days, clearly marking the RAN on the package. Proper packaging is required to avoid secondary damage—trackable shipping is recommended.
· Upon receiving the returned product, XYDOLL will complete inspection within 5 business days. If eligible for return, we will process the refund or exchange as agreed. Refunds will be issued to the original payment method; processing time depends on the payment platform and bank.
· Returned products must be shipped with the original packaging, accessories, user manual, and gifts. Missing items will result in deductions from the refund amount based on their respective values.
· XYDOLL reserves the right to refuse a refund if the returned product is damaged during transit due to improper packaging by the customer.
· Customs Duties: For quality-related returns, customers who have paid customs duties must provide proof of payment for reimbursement. Customers bear all customs duty losses for non-quality-related returns.