Cancellations Policy

While we offer the most flexible return policies of any sex doll distributor around the world, it’s important that once you place an order including making a deposit, or paying for it in full, your purchase is considered a final sale.

Order processing starts within 8 hours of receipt of your payments — the factory begins work on your customized doll or our team begins to pack your in-stock doll. This means that materials are purchased, time is pre-allocated and costs are incurred. We may not meet our delivery guidelines if we did not work to such strict time constraints. Please make sure your order is correct before you hit the submit button.

The general policy by which we currently offer refunds/exchanges/cancellations is outlined below. All restocking fees are based on the total amount of your order.

• Cancel within 12 hours – 10% non-refundable restocking fee
• Cancel after 12 hours but before shipping (in production) – 20% non-refundable restocking fee
• Doll has been nearly finished but before shipping – 40% non-refundable restocking fee

Why do we charge restocking fees? The reason is simple: There are a lot of costs associated with processing an order. The customer representative has to deal with more costs to handle the sale–communicate with the buyers and the manufacturers. If you cancel a finished doll, we have to keep costs (and thus prices) down when dealing with this unsuccessful order/sale. An in-stock doll order involves packing and a customizable order involves further material (production) and time costs. The time and materials involved in inspecting, repackaging, and restocking are not insignificant.

Please don’t place any orders until you’re sure of what you want. Once you decide to pay, you should be fully committed to keeping them in place. Check factory photos of the doll or a similar doll before you place an order. If you have any questions before purchasing, we are happy to help you!

However, you will not be charged any fees to add items, or change items anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.

Returns Policy

Damages & Warranty
We do not offer refunds for any other reason other than it’s a wrong doll on arrival.

– Wrong Dolls
When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box). We will report and check to our factory and shipping carrier, and arrange a new replacement for you.

– Damaged Dolls
You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.

So you must inspect it from head to toe before using it on receipt of the doll. It should be brand new and non-washed. This is very important. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible, including any images and videos, in which case email us at support@soulmatelover.com. We can then work to resolve the issue.

If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.

We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.

What is not covered under the guarantee?
– User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered. To learn more about caring for the dolls, please visit this page.
– Used Dolls – Any dolls which have been used will not be eligible under the guarantee.
Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.
– Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
– Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
– Makeup Difference – We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.
– Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping. (Never disconnected if used in an appropriate way.)

***DO NOT FILE A CLAIM WITH YOUR PAYMENT CARD OR RETURN THE PACKAGE DIRECTLY. If you want to cancel your order or return your package, send us an email to talk things over. The shipping address on the package box is not available for returning made-to-order and in-stock orders. Please make sure the doll is brand new and has never been used or washed before you return it to us.

Refund

Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal account.

The refund time period for different modes of payment is provided below.
Credit Card/ Debit Card (6-10 Business Days)
PayPal (2 Business Days)

If the standard time frame as mentioned in the above table has expired and you have still not received the refund, please contact us for a refund number and then contact your credit or debit card issuer or your bank for more information. DON’T FILE A CHARGEBACK REQUEST DIRECTLY (this will delay your refund more). The refund back to the account depends on your bank.

If you have any problem with your order, please call us via live chat, or send an email to support@soulmatelover.com.