VelourDoll Refund & Return Policy
Due to the personal and intimate nature of our products, VelourDoll does not accept no-reason returns or exchanges.
Please review all product details, size, material, features, shipping location, and order information carefully before placing your order.
Order Cancellation
You may request to cancel your order within 48 hours of placing it, as long as the order has not already been shipped, processed by the warehouse, or handed to the carrier.
If the order has already shipped, it cannot be freely cancelled. If an in-transit interception is requested, the customer is responsible for interception fees and round-trip shipping costs.
Approved refunds are usually returned to the original payment method within 3–5 business days, depending on your payment provider.
Non-Returnable Products
The following items are not eligible for no-reason returns:
• Sex dolls
• Doll torsos
• Intimate-use products
• Personal health or hygiene products
• Used or opened products
• Products damaged due to customer handling, misuse, or forced positioning
• Full silicone products, unless there is an approved quality issue
Quality Issues
If your product has a quality issue, you must contact us within 7 days of delivery.
Please email:
support@VelourDoll.com
Include:
• Order number
• Clear photos or videos of the issue
• Outer box photo
• Shipping label photo
• Product damage photo, if applicable
• A detailed description of the issue
Reports made after 7 days may not be accepted.
If the issue is confirmed, VelourDoll may offer one of the following solutions depending on the situation:
• Replacement part
• Partial compensation
• Replacement product
• Full refund, only if the product is seriously damaged and unusable
Damaged Package or Damaged Product
If the shipping box and product are visibly damaged at delivery, we strongly recommend refusing the package directly.
If you accept the package, you must contact us as soon as possible and provide:
• Outer box photos
• Shipping label photos
• Product damage photos
Compensation will depend on the damage level. If the product is damaged to the point that it cannot be used, we may provide a replacement or full refund after review.
If the customer signs for the package, does not report damage, and later returns the product without authorization, no refund will be guaranteed if the warehouse finds the product unusable or unsuitable for resale.
Full Silicone Product Policy
Full silicone products are not eligible for returns or exchanges.
If a full silicone product has a confirmed quality issue, we may offer replacement, replacement parts, repair support, partial compensation, or other suitable after-sales solutions.
A full refund is only considered when the issue is severe, verified, and cannot be reasonably resolved by replacement or compensation.
Makeup, Surface Details, and Normal Wear
Some product details, including makeup, painted facial details, or surface coloring, may fade or rub off during use. This is not considered a quality defect.
TPE-related parts and soft-material areas may also show normal signs of handling or use over time.
Skeleton and Positioning Notice
Most overseas warehouse dolls use standard skeletons unless otherwise stated.
The skeleton should not be forced, over-bent, or positioned beyond normal human-like movement. Damage caused by hard bending, forced posing, improper storage, or misuse is not covered as a quality issue.
Please refer to the product instructions before use.
Unauthorized Returns
Do not return any product without contacting us first.
Unauthorized returns may not be accepted, identified, or refunded. If a returned product is opened, used, damaged, incomplete, or affects secondary resale, no refund will be issued.
The customer is responsible for any unauthorized return shipping costs.
Refused Packages
If a customer refuses delivery without a valid approved reason, the customer is responsible for original shipping, return shipping, and any carrier or warehouse fees.
Refunds, if applicable, will only be reviewed after the warehouse receives and inspects the returned item.
Missing or Lost Packages
If a package is confirmed lost or abnormal by the carrier, we will help open a claim.
The customer must provide required proof, including a full English order screenshot showing the shipping address, tracking number, order value, and order details.
After the claim is approved, we may offer a replacement shipment or full refund.
If the customer cannot provide the required proof, we may be unable to process the claim.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account again.
Then contact your credit card company or payment provider, as processing time may vary.
If you still have not received your refund after completing these steps, contact us at:
support@VelourDoll.com