Return & Refund Policy

HYDOLL refunds are divided into the following situations

Note:If you want to return your order, please contact us at [email protected] to get our return address

1.Quality Guarantee

In order to let you have the best doll, we strictly control the manufacturing process of the doll and double-check before delivery. When you receive your sex doll, be sure to check the doll carefully to make sure it is in good condition. If you find any quality problem caused by non-human factors such as breakage, please take a good picture, don’t use it, and contact us at [email protected] within 3 days. It has been confirmed that there is a quality problem with the product. We will return or replace the other doll.

Our customer service representatives will work with you to find the best solution for your situation by replacing the original item or providing a refund. It will charge a 50% restocking fee. we can’t refund it if you have used the doll.

2.Damages & Warranty

We do not offer refunds for any other reason other than a product damaged on arrival.

However, in the event, you receive a defective product, please feel free to contact us within 24 hours. It is important to include as much detail as possible including any images and videos, in which case email us at [email protected] We can then work to resolve the issue. So you must inspect it from head to toe before using it on receipt of the doll. This is very important.

If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.

We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.

3.Return and Cancellation

a. Defective items

If the default option is selected and your doll looks different from the first photo on the doll page, please contact our customer service at the reception of your doll. We will arrange to replace the doll immediately or send you replacement parts based on the nature of the problem. If you choose to replace the doll, you must send the doll back to us within 14 days after receiving the goods. For hygienic reasons, we only replace the unused doll.

Please note that if you do not select the default options (such as default skin tone, default eye color, default wig, default body…), your doll may look different from the photo.

Each doll will have a slight difference. The following elements will not be considered defective:

● Minor skin color differences or blemishes – Due to the way TPE or silicone is injected into the mold, slight color differences and skin blemishes on sex dolls are normal. Your doll will be unique. The skin color will always look slightly different on the screen or photo from in real life, depending on the light it is exposed to.

● Mold marks – All dolls are molded and usually leave marks on the TPE or silicone injection point (usually on the back of the doll near the neck) and where the mold is closed (usually on the side of the doll). For silicone dolls, these marks are impossible to completely avoid and repair, because (unlike TPE dolls) once the doll is formed, heat cannot be used to melt the silicone.

● Finger and toe nails – Sometimes the nails on the doll become loose during transportation. To ensure that nails can be easily removed, customized and re-fixed, we only use a small amount of nail glue. If you receive a doll with loose nails, just reattach it with nail glue.

● Eyelashes – Eyelashes may become loose during transportation. If this happens, just re-attach them according to your doll, TPE or silicone safety eyelash glue.

● Nipples – Part of the nipples are drawn by hand on the doll, which may cause slight asymmetry or subtle differences in shape.

● Implants – Some doll manufacturers use human hair for implants. Therefore, it can cause tiny color differences between the implanted hairs.

● Neck-Unless you choose a one-piece model, there will always be a gap between the doll’s neck and head. This gap is usually more obvious when the doll is lying down.

● Makeup differences – when you choose the default makeup options, you will do your best to match the doll makeup seen on the photo. Please note that since each doll is manually completed by a makeup artist, the resulting makeup is always slightly different from the one seen in the photo. Your doll will be unique. We remind you that you can request to view the photos of your doll before shipping to finally view your doll and verify the makeup and other aesthetic features. Such requests may slightly delay the delivery of your doll.

Please also read our FAQ section carefully to ensure that you will not damage your doll by mistake (ie expose your doll to high temperatures or leave it in an incorrect location for too long). Damage caused by the user’s negligence is not covered by the insurance.

4.Order Change Or Cancellation

Order processing starts within 12 hours of receipt of your order in general, so please make sure your order is correct before you hit the submit button. If you need to cancel due to an operation error, please cancel the order as soon as possible within 6 hours of the order. In this case, a 5% transaction fee will be charged. This fee is charged by a credit card. After ordering for more than 6 hours, the doll may have started production, and cancellation of the order will cause losses. If we have begun processing your order, and you still wish to cancel your order, you will be charged a 20% cancellation fee for your canceled orders. If we have finished your doll and you insist on canceling your order, 50% will be charged. In another case, we not only finished your doll but also shipped it, then the order will not be canceled, please understand.

5.Undeliverable Orders

Please take care in providing your shipping information. What you provide is exactly how your shipping label will be printed. Orders returned to us as undeliverable will result in a 50% processing fee and no shipping refund will be issued.