1. Hygiene & Safety Notice

Due to the intimate nature of our products (Silicone dolls, TPE Collection, Anime Art, Companion Dolls, Interactive Toys), we prioritize your health and safety. For this reason, certain items are non-returnable unless defective or damaged upon arrival.

Items that cannot be returned for hygiene reasons once opened or used:

• Silicone and TPE dolls (any series)
• Interactive Toys
• Romantic Gifts (if opened)
• Any item with broken hygiene seals

2. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us immediately.

Reporting Window

You must report any issues within 48 hours of delivery. Please include your order number, a description of the problem, and clear photos/videos showing the damage or defect.

Resolution Options

• Replacement: We will send you a replacement at no additional cost.
• Repair: For minor defects, we may offer a partial refund or arrange repair services.
• Full Refund: If replacement is not possible, we will issue a full refund to your original payment method within 5-7 business days.

3. Change of Mind / Unwanted Items

We understand that sometimes you may change your mind. For unwanted items in brand-new, unopened, and resalable condition, the following applies:

• You must request a return within 14 days of delivery.
• The item must be in its original packaging, unused, and with all seals intact.
• Return shipping costs are the responsibility of the buyer.
• Once received and inspected, we will issue a refund for the product price (excluding original shipping costs).

Please note: Due to hygiene regulations, we cannot accept returns on opened dolls, toys, or gift sets from the Couples Collection unless faulty.

4. How to Initiate a Return

Follow these simple steps to start your return or exchange:

5. Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank or credit card issuer.

Late or Missing Refunds

If you haven’t received a refund after the stated time, please:

1. Check your bank account or credit card statement again.
2. Contact your credit card company or bank (processing times vary).
3. If still unresolved, contact us at refunds@animedoll.com with your order details.

6. Warranty Coverage

All dolls from Collector’s Edition and Companion Dolls (Premium and Smart series) come with a 1-year limited warranty covering manufacturing defects in materials and workmanship. This includes:

• Material defects (tearing, discoloration not caused by user)
• Skeleton/joint failures
• Electronic malfunctions in Smart Companion units

The warranty does not cover normal wear and tear, improper maintenance, or accidents. Please refer to our care instructions for proper handling.

7. Cancellation Policy

You may cancel your order within 12 hours of purchase for a full refund, as orders are processed quickly. After 12 hours, the order may have entered our fulfillment system and cannot be canceled. Please contact us immediately if you need to cancel or modify your order.

8. Shipping Damages

If the outer packaging shows visible signs of damage upon delivery, please refuse the package or note it with the carrier. If you accept a visibly damaged package and later discover internal damage, please contact us within 48 hours with photos of both the packaging and product.

9. International Returns

For customers outside of China, return shipping costs for non-defective items are the buyer’s responsibility. We recommend using a tracked shipping service, as we cannot be responsible for lost return packages. Customs fees, duties, and taxes are non-refundable.

10. Contact Our Returns Team

We value your business and will do our best to resolve any issues fairly and quickly.