Return & Refund Policy | Professional Claims
At HkSexDoll, product quality is our top priority. Every doll undergoes a strict quality inspection and photo documentation before leaving our factory.
1. Order Cancellations & Modifications
We want you to be 100% happy with your purchase. Because our dolls are custom-made, production moves very quickly. Please review our fair-play rules for changing or canceling your order:
- Within 24 Hours: You can cancel your order for any reason. However, because bank fees and material preparation start immediately, a 20% restocking and bank processing fee applies. You will receive an 80% refund.
- After 24 Hours: Manufacturing typically begins within 1โ3 business days. If production has already started, the order may no longer be eligible for cancellation, and the 20% restocking and processing fee will still apply.
- After Shipment: Once your doll is on its way, the order cannot be canceled.
To cancel, please email [email protected] with your Order Number, Full Name, and Account Email.
Please double-check your options (body type, hair, eyes, etc.) before checkout!
- 24-Hour Window: Changes are only possible within the first 24 hours of placing your order.
- Modification Fee: A $120 fee applies to any changes requested within this window to cover administrative and factory adjustment costs.
- After 24 Hours: No further modifications can be made as your doll is already being crafted.
Contact us via Email or WhatsApp with your modification details immediately.
2. Damaged or Defective Products
If your doll arrives damaged or defective, report it within 24 hours of delivery for verification.
- Do Not Use the Doll: Used dolls are strictly ineligible for any claims.
- Evidence Required: Email [email protected] with photos of the shipping label and the affected area.
We reserve the right to determine whether the issue qualifies as shipping damage or a manufacturing defect.
3. What is NOT Considered Damage
Due to the nature of TPE/Silicone materials and long-distance shipping, the following are considered minor cosmetic issues and do not qualify for returns:
- Minor surface scratches, slight stains, or skin indentations from packaging.
- Eyelashes falling off or minor makeup imperfections.
- Finger wire piercing.
These minor issues do not affect functionality, safety, or intended use of the product.
4. Returns & Hygiene Policy
Due to health regulations, we cannot accept returns for used, opened, or contaminated products.
- Returns only apply to verified cases involving unopened dolls in original packaging.
- Return shipping costs are the customer’s responsibility.
- A 20% restocking fee will be deducted from the refund.
5. Customs, Taxes & Delivery
Tax-Free Shipping: We fully cover all customs and import fees for orders shipped to the USA, Europe, and the UK. For these regions, the price at checkout is final.
Other Countries: For other destinations, import duties and taxes are the buyer’s responsibility and will be noted on the checkout page prior to payment.
Delivery Issues: Do not refuse delivery. Refused packages often result in loss, for which the buyer is fully responsible.
6. Refund Processing Time
Approved refunds take 3โ20 business days to appear on your statement.
HkSexDoll reserves the right to make the final determination on all requests.
Need Help? Contact us via Email or WhatsApp.