When there is a problem with your order, we will do our best to provide you with after-sales service. The following is our after-sales problem compensation policy:
1. Transportation:
1. If the delivery time of your purchased love doll exceeds 50 working days, we will provide a full refund and send the doll to you free of charge.
※The above time limit does not apply to the following special circumstances:
(1) If the product has special functions such as electric hips, hair transplants, etc., or there are special requirements for the functions of the doll, which leads to a longer production time, we need to agree on the delivery time separately. If some functions require additional payment or customer confirmation before production, the compensation time will be calculated from the confirmation completion.
(2) If the product is shipped from China, but the production time is significantly extended due to special holidays or factory scheduling.
(3) If the product is shipped from China and for special reasons and special brands, the production time is extremely long.
(4) The longest delivery time for the US warehouse is 10 days, and the compensation time is 20 days. The longest delivery time for European and Canadian warehouses is 15 days, and the compensation time is 30 days. If the overseas warehouse is out of stock, we will contact the customer within 2 days after the order is placed, and the compensation time will be calculated from the final confirmation time of the order.
2. If the customer is unable to receive the product due to non-responsible issues such as customs clearance, loss of items during express delivery, etc., the customer can choose a full refund or free replacement of the product.
3. In case of wrong delivery, please contact us within 24 hours after receiving the product by taking photos or videos and sending the product to our designated location. We will compensate for the postage and send the correct product. We will agree with you on the compensation time. If it exceeds this time, we will refund the payment for this product.
4. If the product is damaged during transportation, we will inspect the product before shipping and keep confirmation photos before shipping. However, if the buyer receives the item in an obviously dirty or damaged state, compensation will be made based on the extent of the damage. You need to contact us within 24 hours of receiving the product by taking photos or videos. The compensation range is $10-100, excluding major damage. In the event of major damage, such as severe skin damage, fractures of limbs or other body parts, etc., we will provide a full refund or resend the product based on the severity.
5. We will not be held responsible if the recipient fails to clear customs or collect the product after multiple contacts and notifications, resulting in the product being returned or lost.
6. We will not be held responsible if the address or contact information provided by the customer is incorrect and the customer still does not respond after multiple attempts to contact and notify the customer, resulting in extended delivery time, lost items or failed delivery.
2. Product quality and defects:
1. If the product has major damage caused by non-human factors, such as fractures of major bones (torso, thigh, etc.) or large areas of skin cracking due to material or quality problems, we will provide half-price or full-price compensation according to the severity of the damage. Certain special functions (such as heating, electric hips, electric, suction, etc.) are not included.
2. If the buyer finds minor damage during the unpacking process after delivery, such as broken eyebrows or nails (excluding detached nails or eyelashes), stains, minor skin cracks or protruding fingers, the compensation amount ranges from US$10 to US$100. In case of major damage, full compensation or replacement will be provided. If options or features are mismatched or missing, the compensation amount will be twice the mismatched or missing options, with a minimum compensation of US$10. Unpacking must be done within 7 days of delivery, and photo or video evidence must be provided.