Política de reembolso

Order Changes and Cancellations

These cancellation and modification rules apply to standard made-to-order dolls, custom portrait dolls, and custom projects requiring a new mold.

Before work begins: You may cancel and receive a full refund with no fees or deductions, provided production, design work or model-making has not started.

Production may begin within one hour of payment. Please contact us immediately if you wish to cancel. Once production, design work or model-making has started, we do not accept cancellation or refund requests for personal reasons under our store policy.

Changes within 24 hours: Within 24 hours of payment, you may contact our customer service team to request changes to the model, skin tone, head selection or electronic options, even if production has already begun. Delivery-address changes must also be requested within 24 hours of payment. Our team will confirm the changes with you.

The 24-hour period is for modification requests; it is not a guaranteed cancellation window. Please provide your order number and the exact changes requested.

Returns After Shipment

Because adult products are personal hygiene items, we do not accept returns for personal reasons after shipment, including a change of mind or choosing the wrong size, even if the package is unopened.

Used adult products are not eligible for returns or exchanges under our store policy. Lost parcels, wrong items and damage on arrival are handled separately as described below.

Lost Parcels, Wrong Items and Damage on Arrival

This delivery-issue assistance applies to purchases made directly from our website, including warehouse dolls and small items.

Lost parcel: Please send us your order number or tracking number. We will investigate with the carrier. If the parcel is confirmed lost, we will send an identical replacement free of charge, including shipping. No unboxing video is required for a lost parcel.

Wrong item: Please send us your order number and a video showing the item received. Once the error is verified, our team will discuss a suitable solution with you. If you do not wish to keep the incorrect item, we will send the correct product matching your original order free of charge, including shipping. Our team will discuss any return arrangements with you.

Damage on arrival: Please report damage within 24 hours of delivery and provide video evidence. We recommend recording a continuous unboxing video from the moment you begin opening the parcel. Keep the product unused and retain the original packaging. Send your order number, the video, and clear photos of the damage and outer carton.

If you do not have an unboxing video, contact us immediately with any available video evidence and photos of the product and packaging so our team can review the case.

Depending on the verified damage, we may arrange repair support or replacement parts. For severe damage that affects use, we will arrange a replacement after verification, including any necessary checks with the carrier.

Products confirmed to have been damaged on arrival do not need to be returned.

Outer-Skin Repair Support

Standard dolls with selectable options and fully customized dolls, including custom portrait dolls, purchased directly from our website qualify for free repair tools and instructional videos for outer-skin damage within three months of purchase.

This support is limited to outer-skin repairs.

Repair-tool shipping: We cover the shipping cost when the product has not been used. After use, the customer pays the shipping cost for repair tools.

Warehouse dolls and small items: If a problem develops after use, please contact our team for review. Where an outer-skin repair is appropriate, we can provide repair tools free of charge, with shipping paid by the customer.

Our store-provided repair support does not cover products purchased from other websites, stores or sellers.

Electronic Functions

We test electronic functions and record a video before dispatch to confirm they are working.

All faults involving electronic functions are excluded from our store-provided after-sales service. This exclusion does not limit your applicable statutory rights.

Custom Doll Inspection Before Shipment

Upon completion of your custom doll, we provide an inspection video for your review and approval before shipment. We also record the packaging process.

Color Differences

Photography lighting, monitor settings and screen resolution may cause slight differences between product images and the actual product. These slight differences are not treated as product quality defects under our store policy.

Shipping Delays

If your shipment is delayed or tracking information is unclear, please contact our team with your order number or tracking number so we can investigate with the carrier.

A shipping delay alone does not qualify for replacement or compensation under our store policy. Confirmed lost parcels are handled under the delivery-issue assistance described above.

Contact Us

For cancellation requests, order changes or after-sales assistance, please contact our customer service team.

Email: cupid@pygmalion-doll.com
WhatsApp: +8613423358407 or +8619003480950

This policy does not limit or exclude any rights or remedies available to you under applicable consumer protection laws.