Return&Refund Policy

1. Cancellation Policy

We offer a flexible cancellation policy so you can adjust your order as needed:

• Within 4 hours after payment: Full refund
• Within 8 hours after payment: 95% refund
• Within 24 hours after payment: 80% refund
• After 24 hours: Custom orders cannot be cancelled once production starts.

All orders will be processed within 24 hours of payment. For custom dolls, production starts immediately; for stock dolls, the shipping process also starts. Please make sure all information is correct before submitting the order, as the order cannot be cancelled after more than 24 hours or after production starts.

Special Note for Stock Dolls

• You cannot cancel the order once it has been shipped.
• If you choose to cancel after shipment, shipping, labor and packaging costs will be deducted from the refund.

2. Return and Exchange Policy

Carefully inspect the doll after receiving it.

After receiving the doll, please immediately inspect the appearance, function and packaging integrity of the product. If you find any problems or are dissatisfied, please be sure to contact us within 24 hours. Please send us detailed photos or videos via email: service@zelexdoll.com

Problem Solutions

We provide clear solutions for the following common problems:

• Received the wrong doll

If the doll you received does not match the product in your order, please provide the complete appearance of the doll, head, shipping label and packaging pictures. After confirmation, we will arrange a replacement for you.

• Damaged doll

If the product is found to be damaged during transportation, please contact us immediately. Depending on the damage, we will provide a repair kit, replacement product or refund.

• Lost package

If your package is lost, please notify us immediately. To ensure the safe delivery of the package, we require that most packages must be signed by an adult.

Special Notes

• Hygiene and safety: Adult products are generally not accepted for returns due to hygiene and safety reasons. For a return to be valid, the doll must be in new, unused condition and unopened.
• Customized products: Customized and personalized products cannot be returned unless there is a quality problem.
• User damage: If the damage is caused by improper use or handling, we cannot provide you with a replacement service. Sex dolls are not completely indestructible, so proper cleaning and maintenance are very important. Please refer to our cleaning and maintenance guide to ensure your doll remains in top condition for a long time.

3. Refunds

When your order is approved for a refund due to cancellation or return, the refund will be refunded to the original payment method.

If you do not receive a refund, please contact us in time and provide the refund reference number. We will assist you in following up and provide the necessary information to your bank or payment service provider to help you resolve the issue.

We are committed to providing every customer with a safe and enjoyable shopping experience. If you have any questions or need further assistance, please feel free to contact our customer service team. We will wholeheartedly support you and ensure that your issue is resolved.