Welcome to dollspleasure.com. This Return and Refund Policy applies to all products sold on our website, including adult sex toys, silicone sex dolls, erotic lingerie, lubricants, and related intimate accessories. We are committed to providing our customers with high-quality products and transparent after-sales services, while strictly complying with international e-commerce standards and hygiene regulations for adult products. This policy is designed to balance your rights as a consumer, product hygiene and safety, and our reasonable business operations. Please read this policy carefully before making a purchase, as it will serve as the basis for handling all return and refund matters.

I. General Terms and Eligibility

1. Time Limit for Returns and Refunds

You may submit a return or refund request within 7 calendar days from the date of delivery, as confirmed by the logistics tracking record. Requests submitted after the 7-day period will not be accepted, unless the product has a quality defect that is discovered after the 7-day period (see Section II for details).

2. Eligibility for Returns

To be eligible for a return, the product must meet the following conditions:

  • The product is unopened, unused, and in its original packaging, with no signs of tampering, contamination, or damage.
  • All original accessories, manuals, tags, and free gifts (if any) are included and in intact condition.
  • The product is not a customized item or a large-sized product (such as a silicone sex doll) that is made to order (see Section VI for special product regulations).

3. Non-Eligible Items

The following items are not eligible for return or refund, except in cases of quality defects:

  • Intimate products that have been opened, used, or come into contact with the human body, including but not limited to sex toys, lubricants, massage oils, and erotic lingerie (due to hygiene and safety reasons).
  • Products that are damaged due to improper use, mishandling, accidental damage, or unauthorized modification by the customer.
  • Products with damaged or missing original packaging, which affects their secondary sales.
  • Customized products (such as customized silicone sex dolls with specific body types, colors, or features) and large-sized products, unless there is a quality defect.
  • Products without a valid order number, purchase proof, or logistics record.
  • Free gifts or promotional items that are provided with purchases.

II. Returns and Refunds for Quality Defects

We strictly control the quality of our products, but if you receive a product with a quality defect, we will provide corresponding after-sales services according to the following rules:

1. Quality Defect Definition

A quality defect refers to situations where the product does not meet the stated specifications, has functional failures, material damage, manufacturing defects, or missing accessories, including but not limited to:

  • Electronic sex toys that cannot be turned on, cannot charge, or have malfunctioning functions (e.g., vibration, rotation).
  • Silicone products (such as sex dolls) with cracks, tears, uneven surfaces, or color fading.
  • Erotic lingerie with broken stitches, missing buttons, or fabric defects.
  • Lubricants or other liquid products that are leaking, have an abnormal odor, or have expired.
  • Products that are inconsistent with the description on the website (e.g., wrong size, wrong color, wrong model).

2. Handling of Quality Defects

  • Within 7 days of delivery: You may choose either a full refund or a free exchange. All round-trip shipping costs will be borne by dollspleasure.com. We will arrange for the courier to pick up the defective product, or you can send it back and we will reimburse the shipping fee (please keep the shipping receipt).
  • 7 to 30 days after delivery: We provide free repair services or exchange services. The customer is responsible for the shipping cost of sending the defective product back to us, and we will bear the shipping cost of sending the repaired or new product to you.
  • More than 30 days after delivery: We will provide repair services at a reasonable cost (depending on the extent of the defect and the cost of parts), and the customer will bear all shipping and repair costs.

3. Application Requirements for Quality Defect Returns

When applying for a return or refund due to a quality defect, you need to provide the following information to our customer service team:

  • Your order number (can be found in your order confirmation email or account center).
  • Clear photos or videos of the defective product, showing the defect in detail (e.g., cracks, malfunctions, wrong items).
  • A detailed description of the problem, including when you discovered the defect and how it affects the use of the product.

Our customer service team will review your application within 24 working hours and reply to you with the handling plan.

III. Non-Reasonable Returns (Unopened Products Only)

If you are not satisfied with the product for personal reasons (e.g., change of mind, wrong purchase), you may apply for a non-reasonable return within 7 days of delivery, provided that the product is unopened, unused, and in its original packaging (meeting the eligibility requirements in Section I.2). Please note the following rules for non-reasonable returns:

  • The customer is responsible for all return shipping costs. We do not accept cash on delivery (COD) or surface mail; please choose a regular courier service and keep the shipping tracking number.
  • The product must be returned in a discreet package, with no labels, logos, or descriptions that indicate the nature of the product (to protect your privacy).
  • After we receive and inspect the returned product (confirming it is unopened and in intact condition), we will process the refund within 3–5 working days. The refund will be credited back to your original payment method (e.g., credit card, debit card, third-party payment platform).
  • The refund amount is the actual amount paid for the product, excluding shipping fees, discounts, or coupon amounts (coupons used will not be returned).

IV. Exchange Process

If you need to exchange a product (e.g., wrong size, wrong color, or quality defect), please follow the following process:

  1. Contact our customer service team via the after-sales email to submit an exchange request, stating your order number, the reason for the exchange, and the desired replacement model/size/color.
  2. Our customer service team will review your request within 24 working hours. If approved, we will provide you with the return address and relevant instructions.
  3. Send the original product back to us in accordance with the return requirements (discreet packaging, complete accessories, etc.), and provide the shipping tracking number to our customer service team.
  4. After we receive and inspect the returned product (confirming it meets the exchange conditions), we will ship the replacement product within 3 working days. For exchanges due to quality defects, we will bear the shipping cost of the replacement product; for exchanges due to personal reasons, the customer will bear the round-trip shipping costs.

V. Refund Rules

  • Refund Method: All refunds will be credited back to your original payment method (credit card, debit card, PayPal, etc.). We do not provide cash refunds.
  • Refund Timeframe: After we confirm that the returned product meets the refund conditions, we will process the refund within 3–5 working days. The actual time it takes for the refund to arrive in your account depends on your bank or payment platform’s processing time (usually 1–7 working days for banks, and 1–3 working days for third-party payment platforms).
  • Refund Amount: For quality defect returns, the refund amount includes the actual product price and the original shipping fee (if any). For non-reasonable returns, the refund amount is the actual product price, excluding shipping fees, discounts, or coupon amounts.
  • Failed Refunds: If the refund fails due to incorrect payment information (e.g., expired credit card, closed bank account), please contact our customer service team in a timely manner to update your payment information, and we will reprocess the refund.

VI. Special Product Instructions

1. Silicone Sex Dolls

Silicone sex dolls are large-sized and customized products (most are made to order according to customer requirements). Therefore, except for quality defects (e.g., material cracks, structural damage, functional failures), we do not accept non-reasonable returns or exchanges. If you receive a silicone sex doll with a quality defect, please contact our customer service team within 7 days of delivery and provide relevant photos/videos. We will arrange for a professional inspection and provide a solution (e.g., repair, replacement, or full refund) based on the inspection results.

2. Erotic Lingerie

Erotic lingerie is intimate clothing. For hygiene reasons, we do not accept returns or exchanges for opened or tried-on lingerie, except in cases of quality defects (e.g., broken stitches, fabric defects, wrong size/color).

3. Lubricants, Massage Oils, and Other Liquid Products

Liquid products such as lubricants and massage oils are consumables. Once sold, they cannot be returned or exchanged unless there is a quality defect (e.g., leakage, expiration, abnormal odor). We will not accept returns for opened or used liquid products.

4. Electronic Sex Toys

Electronic sex toys are covered by a 30-day quality guarantee. If the product has a functional failure within 30 days of delivery (non-human damage), we will provide free repair or replacement services. After 30 days, we will provide paid repair services.

VII. Return Packaging and Shipping Requirements

  • Discreet Packaging: All returned products must be packaged in a plain, unmarked box (no logos, product names, or sensitive words). This is to protect your privacy and avoid unnecessary embarrassment.
  • Packaging Integrity: The original product packaging must be intact and sealed (for unopened returns). For defective products, please pack them properly to avoid further damage during transportation.
  • Shipping Instructions: Please attach a note inside the package with your order number, return reason, and contact information (phone number or email). We do not accept COD or surface mail; please choose a reliable courier service (e.g., DHL, FedEx, UPS) and keep the shipping tracking number for reference.
  • Prohibited Items: Do not include any items that are not part of the original order (e.g., personal items, other products) in the return package. We will not be responsible for any lost or damaged items that are not part of the original order.

VIII. Privacy Commitment

We attach great importance to your privacy and strictly protect all your personal information and order details. All return packages, order records, and communication records will be handled confidentially. We will not disclose any of your personal information (name, address, phone number, email) or product purchase information to any third party. Our customer service team is trained to handle all after-sales matters in a professional and discreet manner.

IX. After-Sales Contact Information

If you have any questions or need to apply for a return, refund, or exchange, please contact our after-sales team via the following email:

After-Sales Email: Emilyming19@gmail.com

Our customer service team will reply to your email within 24 working hours (Monday to Friday, 9:00 AM – 6:00 PM GMT+8). For urgent matters, you can send a follow-up email to remind us, and we will prioritize your request.

X. Supplementary Terms

  • This Return and Refund Policy is formulated in accordance with international e-commerce practices and hygiene regulations for adult products. By making a purchase on dollspleasure.com, you agree to abide by the terms of this policy.
  • dollspleasure.com reserves the right to modify or update this policy at any time. Any changes will be posted on our website, and the updated policy will take effect from the date of publication. We recommend that you check this policy regularly for updates.
  • If there is any dispute between you and dollspleasure.com regarding returns and refunds, both parties should resolve it through friendly negotiation. If negotiation fails, either party may submit the dispute to the relevant arbitration institution or court for resolution in accordance with the law.
  • This policy is effective as of the date of publication and applies to all orders placed on dollspleasure.com.

Thank you for choosing dollspleasure.com. We are committed to providing you with high-quality products and satisfactory after-sales services. If you have any suggestions for our after-sales policy, please feel free to contact us via the after-sales email.