Refund Policy

We want you to be happy with the dolls you receive, but if you are not satisfied with your order, we offer the following guarantees:

Reason for return	Return period	Shipping fee	Remark
Product quality issues	Within 30 days after receiving the goods	We undertake	Such as: serious workmanship defects, inability to stand properly, sound failure, etc. (photo/video evidence is required)
Seriously inconsistent with the description	Within 30 days after receiving the goods	We undertake	For example: The product you received is significantly different from the website description, pictures or specifications
Wrong/missing items	Within 30 days after receiving the goods	We undertake	We will be responsible for re-sending the correct product or processing a refund
Seven days no-reason return	Within 7 days after receiving the goods	Customers undertake	The product must be intact, unopened, unused, with all accessories and labels intact

2. Circumstances where returns are not applicable

To ensure fair transactions, we cannot process returns for you in the following circumstances:

The product has been used, washed, damaged or defective.

The original packaging, labels, accessories (such as the doll’s original clothing, hair , ID card, etc.) of the product are incomplete or damaged bad.

Products not purchased directly from us (for example, from other retailers).

Clearance, special offer, promotional items (unless there are quality issues).

Customized products or one-time (OOAK) dolls are not accepted for unconditional returns due to their uniqueness.

 

3. Return Process

To ensure your return is processed quickly, please follow these steps:

Contact Us: Please contact our customer service team through our website customer service system and provide your order number, reason for return, and any relevant photo or video evidence (if applicable). This is necessary for us to process your return.

Review and Authorization: Our customer service will review your request within 1-3 business days. Once approved, we will email you a Return Merchandise Authorization Number (RMA) and detailed return address. Unauthorized returns may be refused or delayed.

Returning Items: Please use a tracked courier to return your items, packaging them securely to avoid shipping damage. We strongly recommend retaining your shipping receipt until your refund is complete so you can track your package. We are not responsible for any losses incurred due to returned items being lost in transit.

Receipt and Inspection: After we receive the returned goods, we will inspect them to confirm that their condition meets the above return conditions.

Processing your refund: Once verified, we'll process your refund within 3-5 business days, depending on your original payment method. Your refund's processing time may vary slightly depending on the processing speed of your bank or payment processor.

4. Refund Instructions

Refund Amount : For eligible returns, we'll refund the actual amount you paid for the merchandise. If the return reduces your order total to less than the free shipping amount, the shipping cost of the original order may be deducted from your refund.

Refund  method: The refund will be returned to the account used to pay for your order.

Gift Returns : If you received the item as a gift, we will provide you with a store credit or e-gift card of the same value upon return.

5. Contact Information

If you have any questions about the return policy or need to initiate a return application, please contact us through online customer service ;

Service hours : 9:00-18:00 on weekdays (Beijing time)