Refund & Return

1. Change of Mind return

For change of mind refunds, there are two scenarios to discuss: custom stock from the manufacturing country and local stock. Please refer to the details below.

Customized Orders: Refer to below outlined Customized Order Refund Policy for details on returns and refunds for customized orders.

Within 24 Hours100% Refund
After 24 Hours and Before Manufacturing is Completed20-50% Refund Based on the Manufacturing Process
After Manufacturing is CompletedNo Refund
Our refund policy is structured this way to account for the possibility of modifying products during manufacturing for other orders. Once manufacturing is completed, our products become uniquely tailored and cannot be sold again.

We encourage you to review and understand our refund policy before making a purchase. If you have any questions, please feel free to contact our customer support team. We are available to assist you.

Local Stock Orders(US and EU local stock): For orders from our local stock inventory that do not require customization, returns are possible under specific conditions:

Before Dispatching100% Refund
After Dispatching50-80% Refund determined by the complexity of the recall process
After Receiving with Original PackagingA refund of 80% (minus the cost of shipping back)
After Receiving with Opened PackagingNo refund

2. Check and Report Concerns Upon Receipt
To ensure your satisfaction with your purchase, we recommend thoroughly inspecting your sex doll from head to toe upon receipt. In case you have any complaints or dissatisfaction, please contact us at within 24 hours of receipt and attach any photos or videos for a quick check. Please handle the doll properly to avoid causing any damage. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. We appreciate any feedback, positive or negative, which can help us work with our factories to avoid similar issues in the future.

If you find your sex doll has been damaged during shipping or does not match the model or real photo provided, please contact our support team and describe the issues in detail immediately. Clear photos and videos, as well as any relevant details, are needed so we can diagnose the issue and provide appropriate compensation. Depending on the severity of the damage, we may offer a replacement, partial refund, or full refund.

  • Incorrect Dolls: If you receive a doll that looks completely different from the factory pictures or website, please send us an unboxing video showing the entire body, head, shipping label, and outside package box. We will investigate the issue with our factory and arrange for a new replacement if needed.
  • Damaged Dolls: In the event that your package is severely damaged upon receipt, please file a claim with the shipping carrier immediately. We will offer a replacement depending on the extent of the damage. For minor damage, we will provide you with the necessary repair kits to fix the item.
  • Missing Items: If your tracking number indicates that your package has been delivered, but you have not received it, please contact UPS/FedEx/other local couriers first to locate the package and if you still cannot find it, contact our customer service for seeking help! If there is something missing in the package, please send us a photo of what you’ve received and clarify what is missing and we will arrange a reshipment depending on the case.

3. Address Changing

  • Before shipment, we encourage you to contact us to confirm if you can still change your shipping address. Since there is a time interval for couriers to send back the tracking number, we cannot guarantee the success of changing shipping address but we will try our best to make the as smooth as possible.
  • Once the package is shipped out, the sender address on the shipping label is the address of a local courier company, not our warehouse address. Therefore, if you are not available to sign for the package, please contact us to change to another address. Please understand whether the address change can succeed is controlled by the carrier, BSDoll cannot guarantee the success of changing the address.  Again, for both in-stock and custom orders, it’s ineligible to return the package by simply rejecting it since we are not able to receive it. We suggest you contact our online customer service to confirm the status of your order and get a suggestion for the next step. Or you will be responsible for the loss of the package.

4. Refund (if applicable) timeframe

Processing time can range from 3 to 10 business days, depending on the payment gateway selected during checkout. Installment payment methods, such as Afterpay, may require additional processing time

5. Foreign exchange impact on refund

Please be aware that foreign exchange fluctuations may impact the refund amount if you make a payment in a currency other than USD. Our functional currency is USD, and if you use a non-USD currency for payment, the refund amount may differ due to fluctuating exchange rates. We recommend considering this possibility when making payments in different currencies

6. Contact us

If you have return-related questions or need assistance, contact our customer support team for guidance.

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