Refund policy

Warranty Process

Before shipment, each product undergoes manual inspection to ensure it is in good condition. Due to long-distance transportation, some packages may be damaged in transit. If you notice that the package is damaged or has been opened, please refuse delivery.

If the product you receive has damage or manufacturing defects, please follow the steps below:

Send an email to our customer service team at support@aliadoll.com , including your name, order number, and a description of the issue.
Provide evidence of the issue (photos or videos).
Wait for our team to verify the issue and provide a reasonable solution acceptable to both parties.

If the issue is caused by us or is a manufacturing defect, we will handle it properly.

Warranty claims for manufacturing defects must be submitted within 30 days after delivery.

Damage caused by improper use is not covered under warranty.

Normal wear and tear, minor variations in color, texture, or appearance due to lighting, photography, or manual craftsmanship are not considered manufacturing defects.

6-Hour Refund Policy

Each product undergoes multiple quality inspections before shipment. After placing an order, you will receive an automatic confirmation email to review your order details.

You have 6 hours after placing an order to request a cancellation or modification by contacting customer support. Since orders enter the preparation process quickly, even if a refund is requested within 6 hours, a 10% handling fee will be deducted.

After 6 hours, the order will begin processing and cannot be modified or canceled.

Please ensure all order details (such as product selection, customization, and shipping information) are accurate before confirming your purchase.

Order Cancellation & Refund Policy

Due to the customized nature of our products, the following policies apply:

Customized Sex Dolls

Sex dolls are personalized products made according to customer requirements. Orders cannot be canceled after 6 hours.

If cancellation is exceptionally approved:

Within 6 hours: 90% refund (10% fee deducted)
After 6 hours but before shipment: 70% refund (30% restocking fee deducted)
After production is completed: only 40% refund (60% cost deducted)
After delivery: no refund unless there is severe damage

All customization requests (including body type, makeup, and special features) are considered part of the production process and are non-reversible once production begins.

In-Stock Sex Dolls

Within 6 hours: 90% refund (10% fee deducted)
After 6 hours but before shipment: 80% refund (10% handling + 10% operational fee deducted)
After shipment: 50% refund (fees including handling, operation, logistics, and depreciation deducted)
After delivery: no refund unless severe damage

Shipping fees (including expedited or special delivery services) are non-refundable once the item has been dispatched.

Return Policy

Due to the nature of the product and hygiene considerations, returns and exchanges are generally not accepted.

In special cases, returns must be approved in advance by our customer service team. A return label will be provided only after approval. Refunds will be processed after the returned item is received and inspected.

Heating and sound functions may be damaged during transportation. If these functions do not work, returns are not accepted, as they do not affect normal use. We will refund the cost of these features.

Returned items must be unused, unmodified, and in their original packaging condition; otherwise, refunds may be reduced or declined.

Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your credit card company
Contact your bank

Processing times may vary. If you still have not received your refund, please contact us.

Refund processing times may vary depending on your payment provider and may take several business days to appear in your account.

Exchange Policy

Sex dolls are classified as personal products and cannot be resold. Therefore, exchanges are not provided under any circumstances.

If the product has severe damage, we will arrange a replacement.

We reserve the right to determine whether the product qualifies for replacement based on provided evidence.

Reshipment Policy

If the doll is severely damaged and cannot be used, we will resend a replacement.

If the product is lost during shipping, we will resend a replacement.

Customers may be required to cooperate with shipping carriers during investigations for lost packages.