For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 24 hours after payment, a full refund can be made within 7 days.
For orders that have been paid for more than 24 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
Due to the nature of our products, we do not accept returns of opened items.
If, within 3 days of receiving the goods, you find that the product itself is defective, and the outer box as well as the outer packaging are undamaged, please take pictures or videos of the issue and contact us. On receipt of your email, we will review the images and, based on the damage, provide you with one of the following:
a full product replacement
a door-to-door repair
free repair tools
a partial refund.
If you find that the product you receive is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense. You may also keep the incorrect item.
In order to receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.