Returns Policy

Returns, Refunds & Warranty Policy
This Returns & Refund Policy (“Policy”) is an integral part of Dollslove’s Terms of Service and applies to all purchases made through our website. By placing an order, you acknowledge that you have read, understood, and agreed to this Policy in full.
Due to the intimate, customized, and hygienic nature of our products, returns and refunds are strictly limited and are granted only when specific eligibility conditions are met, as outlined below.
1. Pre-Shipment Inspection & Delivery Responsibility
All products sold by Dollslove undergo manual inspection and quality verification prior to shipment to ensure they leave our facility in proper working condition.
Important delivery notice:
  • If the outer package is visibly damaged, opened, or compromised, you must refuse delivery at the time of receipt.
  • Signing for a visibly damaged package constitutes acceptance of the shipment condition and may void eligibility for claims.
2. Warranty Coverage for Manufacturing Defects
Dollslove provides limited warranty support solely for verified manufacturing defects.
To submit a valid warranty claim:
  1. Contact customer support at service@dollslove.com within 7 calendar days of delivery.
  2. Provide your full name and order number.
  3. Submit clear photographic or video evidence demonstrating the alleged defect.
  4. Allow our technical team reasonable time to review and assess the claim.
Coverage limitations:
  • Claims submitted after 7 days from delivery will not be accepted.
  • Damage caused by misuse, improper handling, modification, or normal wear and tear is not covered.
  • Functional issues that do not materially affect usability (e.g., optional electronic features) are handled separately (see Section 6).
Dollslove reserves the right to determine whether an issue qualifies as a manufacturing defect.
3. Order Modification & 6-Hour Cancellation Window
All orders are processed promptly due to the made-to-order nature of our products.
  • Customers may request order cancellation or modification within 6 hours of payment confirmation.
  • Approved cancellations within this window are subject to a 10% processing and administrative fee.
  • Once preparation has begun, the order is considered in production.
After 6 hours, cancellations are no longer guaranteed, even if the item has not yet shipped.
4. Cancellation & Refund Rules
A. Custom / Made-to-Order Products
Custom dolls are produced specifically for each buyer and are not resalable.
If an exception is approved, refunds are calculated as follows:
  • Within 6 hours of order placement:
    Refund of 90% (10% administrative fee applies)
  • After 6 hours, before shipment:
    Refund of 55%–70%, depending on production stage
    (30%–45% production and restocking deduction)
  • After shipment:
    Refund of 50%
    (Includes restocking and logistics costs)
  • After delivery acceptance:
    ❌ No returns or refunds, except in cases of verified severe damage
B. In-Stock (Non-Custom) Products
  • Within 6 hours:
    Refund of 90% (10% handling fee)
  • After 6 hours, before shipment:
    Refund of 80%
    (20% combined handling and processing fees)
  • After shipment:
    Refund of 50%
    (Includes handling, processing, logistics, and product depreciation)
  • After delivery acceptance:
    ❌ No returns or refunds, unless the item is severely damaged
5. No Returns for Non-Qualifying Products
For clarity and legal certainty:
🚫 We do not accept returns or refunds for products that do not meet the eligibility requirements set out in this Policy.
This includes, but is not limited to:
  • Change of mind or personal preference
  • Minor cosmetic variations
  • Claims without sufficient evidence
  • Claims submitted outside the stated timeframes
  • Products that have been opened, used, or altered
6. Electronic & Optional Features Disclaimer
Optional functions such as body heating or sound modules may be affected during transit.
  • Failure of these optional features does not qualify for return or full refund, as they do not prevent normal use of the product.
  • If verified, the cost of the affected function only may be refunded.
7. Return Authorization (Exceptional Cases Only)
Returns are accepted only if explicitly authorized in writing by Dollslove.
Conditions:
  • Packaging must remain unopened, unused, and intact
  • Unauthorized returns will be refused
  • If a full package is returned under approved conditions, maximum refundable amount is 50%
Return Address (if authorized):
2095 California Ave, Corona, CA 92881
Consignee: LEAGUE
8. Exchanges
Due to hygiene, safety, and regulatory considerations:
❌ Product exchanges are not offered under any circumstances.
If a product is confirmed to be severely defective or unusable, Dollslove may, at its discretion, provide a replacement item.
9. Reshipment Policy
Dollslove will arrange reshipment if:
  • The package is lost in transit, or
  • The product arrives severely damaged and verified as unusable
Replacement decisions are made after internal review and evidence confirmation.
10. Refund Processing Time
If a refund is approved:
  • Please allow processing time from your payment provider or bank
  • Delays may occur due to intermediary financial institutions
If you believe a refund is delayed beyond reasonable time, contact us at service@dollslove.com.
11. Final Interpretation & Dispute Handling
This Policy is drafted in advance and applies to all future disputes, chargebacks, or claims.
Dollslove reserves the right to:
  • Rely on this Policy as the controlling document
  • Require objective evidence for all claims
  • Interpret eligibility conditions in good faith and in accordance with applicable law