Refund policy

Order Changes and Cancellations

For items made to order, you may request a refund or changes to the delivery address, model or electronic options before production begins. Production may begin within one hour of payment, so please contact us immediately if you need a change. Once production has started, we do not accept cancellation or refund requests; only a delivery-address change may be requested. Please contact us to confirm whether an address change can still be arranged.

Returns After Shipment

Because adult products are personal hygiene items, we do not accept returns after shipment. Used products are not eligible for returns or refunds under our store policy. Thank you for your understanding.

Lost Parcels, Wrong Items and Damage on Arrival

This delivery-issue assistance applies to purchases made directly from www.pygmalion-doll.com, including warehouse dolls and small items.

Lost parcel: Send us your order or tracking number. We will check with the logistics company. If the parcel is confirmed lost, we will send an identical replacement free of charge. No unboxing video is required for a lost parcel.

Wrong item: Send us your order number and a video showing the item received. Once the error is verified, we will send the correct item, matching your original order, free of charge.

Damage on arrival: Record a continuous video from the start of opening the parcel and keep the product unused. Send the video and your order number to customer service. Once the damage is verified, we will send an identical replacement free of charge.

After-Sales Repair Support for Custom Dolls

Standard dolls with configurable options and fully customized dolls purchased directly from www.pygmalion-doll.com qualify for free repair tools and step-by-step tutorial videos for outer-skin damage within three months of purchase.

Electronic functions: We record a video before shipment to confirm that the electronic functions work. Electronic-function faults are not covered by our voluntary after-sales repair service. This exclusion does not limit any rights you may have under applicable consumer protection laws.

Warehouse dolls and small items do not include ongoing after-sales repair support. This does not exclude the delivery-issue replacement assistance described above. We do not handle after-sales requests for dolls purchased from other websites, stores, or sellers.

For eligible custom dolls, please email Cupid@pygmalion-doll.com with your order number, a description of the damage, and clear photos or a video.

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 a product quality issue under our store policy.

Shipping Delays

Shipping delays alone are not covered by our after-sales service.

This policy does not limit any rights you may have under applicable consumer protection laws.