General Return Policy
Due to the intimate nature of our products and strict international health and hygiene regulations, all sales are final. We do not accept returns or exchanges once the shipping seal has been broken or the product has been delivered to the customer's address. Please note that our products are handcrafted and may feature minor variations in makeup application, hair styling, and skin tone compared to website prototype images. These minor variances are industry standard for handmade goods and do not constitute a product defect or a "not as described" condition. In the event that a product arrives with verifiable transit damage, the customer must notify us at contact@sexdollqueen.com within 24 hours of delivery. This notification must include clear photographic evidence of both the damage to the item and the condition of the original shipping packaging.
Pre-Built (In-Stock) Order Cancellations
For orders involving pre-built or in-stock dolls, customers may request a cancellation and full refund within the first 24 hours of placing the order. After this 24-hour window, cancellations are only accepted if the item has not yet entered the physical shipping process. Once a tracking number has been generated or the item has been picked up by the courier, the sale is considered final and cannot be cancelled or refunded.
Customized (Bespoke) Order Cancellations
Customized dolls are handcrafted to the specific build requests of the customer, including specific makeup, hair, and body modifications. Because labor and materials are irreversibly consumed for these unique builds, production begins exactly 24 hours after an order is placed. Customers may cancel for a full refund only within this initial 24-hour window. Any cancellation requested after the 24-hour mark but before shipping will result in the retention of a 50% Non-Refundable Customization Fee to cover manufacturer labor and material costs. No cancellations or modifications of any kind can be accepted after 72 hours from the time of purchase, as the build is considered to be in a finalized manufacturing state.
Mandatory Photo Approval Process
To ensure fulfillment accuracy and customer satisfaction, all customized orders require formal approval before they are dispatched from the factory. We will provide high-resolution photos of the completed doll for customer review. The customer's written or digital approval of these factory photos constitutes Final Contractual Acceptance of the item's physical appearance. By providing this approval, the customer acknowledges that the physical product matches the order description and explicitly waives the right to any future "Merchandise Not as Described" claims regarding visual aesthetics.
Abandonment and Non-Responsiveness
Fulfillment of the order is dependent on active communication regarding the photo approval process. If a customer fails to respond to a Photo Approval request or other necessary fulfillment communications for more than 14 days after production is complete, the order will be deemed Approved by Default. In such cases, the item will be dispatched to the shipping address provided at checkout. No refunds, returns, or chargeback claims will be honored in instances of customer non-responsiveness or abandonment of the approval process.
