Return and Refund
At asexdolls,we want you to shop with confidence.Customer sastification is our priority,and if your order arrives damaged,defective,or incorrect,we'are here to help.
Please read our Return & Refund Policy carefully before making a purchase.
1. Return Eligibility
You may request a return within 15 days of receiving your order if:
* The product is unused, unwashed, and in its original condition.
*All original tags, accessories, manuals, and packaging are included.
*The item is not damaged due to misuse, improper handling, or normal wear and tear.
To begin a return, please contact our customer support team before sending any item back.
2. Items That Cannot Be Returned
For hygiene, customization, and manufacturing reasons, the following items are non-returnable unless they arrive damaged or defective:
* Custom-made or personalized products
Any have used or customer caused damage are not refundable.
3. Damaged, Defective or Incorrect Items
If your order arrives:
* damaged during shipping,
* contains manufacturing defects,
* or you receive the wrong item,
please contact us as soon as 48 hrs after receipt.
Please include:
* Your order number
* A description of the issue
* Clear photos of the product
* Photos of the shipping box and shipping label
* Photos showing the damage
After verification, we will provide one of the following at no additional cost:
* Replacement product
* Full refund
* Partial refund (where appropriate)
4. Order Cancellation
Orders may be cancelled before production or shipment.
If production has already started, especially for customized products, cancellation may no longer be possible.
Orders that have already shipped cannot be cancelled and must follow the return process.
5. Return Shipping
If the return is due to our error, such as:
* Wrong item shipped
* Manufacturing defect
The customer must provide evidence of product defects to support a return request.We will review all supporting evidence and work with the customer to solve the issue,and consider cover the return shipping cost.
If the return is due to customer preference, including:
* Changed your mind
* Ordered the wrong item
The customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is caused by our mistake.
6. Return Authorization
Do not send products back without contacting us first.Or return without our confimation.
Unauthorized returns may be refused.
Our support team will provide:
* Return authorization
* Return address
* Return instructions
7. Refund Process
Once your returned item has been received and inspected, we will notify you by email.
If approved: Refunds will be issued to your original payment method.Processing usually takes 3-7 business days after inspection.Your bank or payment provider may require additional processing time.
Shipping fees,custom duites,taxes,and import are generally non-refundable unless required by law or caused by our error.
8.Exchanges
We currently offer exchanges only for:
* Defective products
* Damaged products
* Incorrect items shipped
For all other situations, please return the item (if eligible) and place a new order.
9. Refused Deliveries
If a customer refuses delivery without prior authorization or fails to pay required customs duties or import taxes, any return shipping charges, customs fees, storage fees, or carrier handling fees may be deducted from the refund.
10. International Orders
International customers are responsible for understanding local import regulations, customs duties, VAT, GST, or other applicable taxes.
Delivery delays caused by customs inspections are outside our control.
11. How to Request a Return
Please email our customer support with the following information:
* Order Number
* Full Name
* Email Address
* Reason for Return
* Photos (if applicable)
Our team will respond within 1–2 business days with the next steps.
12. Contact Us
If you have any questions regarding returns or refunds, please contact us.
**Email: support@asexdolls.com
**Business Hours:Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
We are committed to providing prompt, fair, and professional customer service.
