Refund and Returns Policy
At x-doll, we stand behind doll brand products with an ironclad guarantee of your complete satisfaction.
As a trusted vendor, we deeply understand that providing excellent service to our customers is our most important value. Therefore, on one hand, we convey accurate information about the dolls to help customers make informed choices. On the other hand, when customers encounter issues with the dolls after receiving them, we are committed to assisting them in resolving the problem. We will negotiate with the factory or brand to find a solution, you have the choice between receiving a replacement or obtaining a refund – it’s as simple as that.
If there is an irreconcilable conflict, x-doll will provide compensation in advance to ensure that our customers do not suffer any losses and to ensure that they are 100% satisfied.
In the rare instance that your doll arrives with any flaws or does not match the description, we are committed to providing a straightforward solution.
Please note that due to the highly personalized and customized nature of our dolls, there are specific rules and guidelines for returns and exchanges. Please read our x-doll Complete Satisfaction Guarantee Policy for more detail about guidelines.
We kindly request that you read these rules in advance. By placing an order, you confirm and agree to abide by the mutually agreed-upon terms and conditions regarding returns and exchanges.
【Ordering Process】
Drop Shipping Dolls
Order processing will initiate within 24 hours upon receiving your order. Once the doll enters production, it cannot be canceled.
Order cancellation is only feasible within the first 24 hours.
Within 2 hours – 100% Refund (Bank May Charge Transaction Fee, usually 3%-4% which we cannot control.)
Winthin 24 hours – 80% Refund
Orders with custom options added are non-refundable and cannot be canceled.
Please ensure that the shipping information you provide is accurate. Orders that are returned to us as undeliverable due to wrong info will be subject to a 20% handling charge and will not be eligible for a refund.
Local Warehouse-Item Ready In-Stock Dolls
Please note that dolls from the US Warehouse can only be shipped to the US mainland, items from the EU Warehouse can only be shipped to Europe.
If a user mistakenly places an order under the wrong warehouse due to different regions, we would be happy to coordinate with the local warehouse to see if they also have the doll. If not, we offer two solutions: ① Selecting another doll with available inventory from the correct warehouse for shipping. ② Refund; we can support a 100% refund (usually banks charge around 3%-4% transaction fee, which is beyond x-doll’ control).
After Received The Doll
All dolls undergo a quality check before shipping. If your sex doll has any defects upon delivery and remains unused. Since it’s adult product and health sensitive, we do not offer refunds for any reason. Please inspect your doll from head to toe when you receive it. If there’s damage on the arrival, We can arrange for a exchange a new doll if you notify us within 48 hours of receiving your doll. The timeframe for 48 hours will be based on the order delivery time displayed on the courier company’s website, from that point of signature.
If any items are damaged upon receipt, please follow the instructions below to provide the necessary information and documentation for a claim. Failure to comply may result in our inability to hold the courier company accountable.
- The recipient must file a complaint with the local delivery courier and obtain a case numberto provide to us.
- Take photos of all six sidesof the shipping box, including the shipping label.
- Take clear photos of the damaged items.
- Keep the packagingand the product intact for inspection by the courier company.
When reporting any issues, please be sure to include as much detail as possible by Email.
Please make sure the doll must be in its original, unused condition and packaging.
It is important to handle and care for your sex doll properly, as they are not indestructible. You can find more information about cleaning and care for sex dolls here.
If you have a problem with your order or product, please send email to service@x-dollshop.com and we will make every effort to resolve the issue promptly.
We understand that the return policy might appear stringent; however, on one hand, we have complete confidence in the quality of the dolls we sell, we checked every factory we worked with on-site. And on the other hand, we aim to ensure that each doll we send out is brand new and has not been used by anyone before. I believe every doll collector shares a strong consensus on this matter!
