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Terms & Conditions, Cancellations and Returns. 
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.

• Confirm everything before you pay

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!

• Orders cannot be canceled without valid reasons

Order processing starts within 8 hours of receipt of your payments — the factory begins work on your customised 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:

• Cancel before shipping a 5% – 25% non-refundable restocking fee (depending on your order processing progress ).
• All restocking fee is based on the total amount of your order. 

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 customisable order involves further material (production) and time costs. The time and materials involved in inspecting, repackaging, and restocking are not insignificant.

• Orders can be modified in some cases

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

Inspect and Report Your Doll Upon Receipt

Thoroughly inspect the doll from head to toe before use. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. It is important to use common sense and handle the item properly to avoid causing any damage to the product.

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 info@lovedoll.co.uk. We can then work to resolve the issue.

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.

Damage and Warranty

For the following scenarios, we will offer reshipment, remake, or partial refund:

• Incorrect 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 with 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.
• Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)

***DO NOT RETURN THE PACKAGE DIRECTLY

Generally, returns are not accepted for adult products. As a buyer, you wouldn’t want to purchase a doll that has been previously used by other people, without knowing, correct? If you have a valid reason for a return, please ensure that the product is in new condition and still in it’s original packaging. Our team will thoroughly inspect your doll package, and if we find any violations of our return policy, a refund will not be issued, and the incident will be reported to credit agencies in some serious cases.

• Please ensure that the doll is in brand-new condition and has not been used before returning it to us.
• The shipping address on the packaging box is not applicable for returning custom orders and inventory orders.
• If you wish to return the package, please contact us for further instructions.

 

Refund

***DO NOT INITIATE PAYMENT CARD CLAIMS / PAYPAL DISPUTES DIRECTLY

As a trusted and professional merchant, we value the interests and satisfaction of our customers. We promise reliable post-purchase support and strive to ensure a worry-free shopping experience. We genuinely hope to establish a long-term partnership with you and work together to address any concerns.

When considering initiating a dispute, we kindly request that you understand our commitment to providing you with the best shopping experience possible and our dedication to resolving any issues or concerns you may have. We sincerely urge you not to initiate a dispute but instead reach out to us directly. By doing so, we can address your concerns more promptly and provide appropriate resolutions to ensure your satisfaction.

Initiating a dispute can result in unnecessary costs and complications, such as delayed refunds or refund processing fees. By contacting us directly, we can swiftly handle any issues and ensure a smooth and satisfactory shopping experience, avoiding unnecessary expenses and inconveniences.

Refund Timeframe

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/Klarna account.

The refund time period for different modes of payment is provided below.
Credit Card/ Debit Card (6-10 Business Days)
Klarna (7 Business Days)
PayPal (7 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.

Exemptions to the Cancellation Policy – The Cancellation Policy does not apply to orders for goods that are tailor-made. The Cancellation Policy does not apply to orders for sealed goods which have been unsealed by the customer and which are not suitable for return due to health protection or hygiene reasons. The Cancellation Policy does not effect a customer’s statutory rights, including the right to return items which are faulty or misdescribed.

Shipping Times – In stock items are generally shipped within 3-5 working days, on a tracked next day delivery service. We do also offer option for our own couriers to help get your doll into your home, as some couriers can be funny about it.