Returns & Refunds Policy
Manufacturing Defects And Shipping Damage Issue Resolution Policy
In order to keep our prices low and competitive, we no longer offer on-site inspections, and instead ship the doll directly to you from China. This has the benefit of lowering shipping costs and enabling faster delivery, but it also means that occasionally dolls might arrive with defects and damage caused by manufacturing errors or carelessness during the shipping process.
If there are any issues with your order, please contact us as soon as you can. If the doll was damaged in shipping we will need proof of damage to assist in an insurance claim against the shipping company (typically FedEx).
- Photographs/images of the damage caused from shipping
- Photographs/images of the outer packaging - outside of the box
- Photographs/images of the ineer packaging - inside of the box
If there are any manufacturing defects with your doll such as:
- Broken joints/limbs/fingers
- Loose Joints
- Wrong doll body or head
- Missing accessories
Contact us as soon as possible with photos of the damage and we will work with the manufacturer to resolve the issue, typically with a replacement.
Cancellation And Refund Policy
We recognize that a doll is a large purchase and you may experience buyer's remorse while waiting for your order, or unexpected financial needs might arise and you may wish to cancel your order.
If you cancel your order before the doll has been produced by the manufacturer, a refund will be issued, minus any PayPal or card processing fees, as these are not refunded by the payment processor.
If you cancel your order after a doll has been produced and is ready to ship, but has not yet been shipped to you, a full refund CANNOT be issued, as we will be forced to accept and list the doll as in-stock inventory. Due to the additional shipping and listing costs, we can only issue a refund equal to the value of the order minus these additional costs. These costs are:
- Shipping Fees: $150 - $250 depending on the weight of the doll.
- Listing Fee: Flat $100
If you wish to return a NEW doll that you have not used (i.e. had sex with) you may. This typically happens when someone underestimates the weight of the doll and overestimates their own physical strength. Keep in mind that your partial refund will also be subject to an inspection fee ($100) to determine that the doll is indeed unused, and additionally, you will have to cover the costs of shipping the doll from your address to The Doll House before your partial refund can be processed.
If you have had sex with the doll (even once) we will only be able to issue a 50% partial refund in addition to the fees and shipping costs mentioned above. This is because the doll is considered second-hand as it has been used.
Please note that we do not accept returns for used dolls after 30 days from the date of confirmed receipt.
Cancellation And Refund Timeline
|Order Placed||Full Refund||:|
|Production Complete||Partial Refund||:||Full Refund Less Shipping and Listing Fees||:||Shipping Fees: $150-$250 (based on weight)||Listing Fee: $100|
|Order Shipped||Partial Refund||:||Full Refund Less Shipping, Listing, and Inspection Fees||:||Shipping Fees: $150 - $250 (based on weight)||Listing Fee: $100||Inspection Fee: $100||Please note that the cost to ship the doll to The Doll House is the responsibility of the customer.|
|Doll Used||50% Partial Refund||:||50% Refund Less Shipping and Listing Fees||:||Shipping Fees: $150-$250 (based on weight)||Listing Fee: $100||Please note that the cost to ship the doll to The Doll House is the responsibility of the customer.|