Return Policy

Last Updated: June 2026

General Policy

Due to the intimate and personal nature of our products, all sales are generally final. Returns and exchanges are not accepted for hygiene reasons except in cases of manufacturing defects or shipping damage. This policy is in place to ensure the safety and satisfaction of all our customers.

Manufacturing Defects

If your doll arrives with a manufacturing defect, you may be eligible for repair, replacement, or partial refund. Manufacturing defects include:

Skeleton joint failure or misalignment
Material defects (tears, bubbles, or inconsistencies at seams)
Incorrect specifications (wrong height, material, or configuration)
Missing ordered customization features

Defect Reporting Process (RMA)

Report within 7 days: Contact service@luvlydoll.com within 7 calendar days of delivery
Provide documentation: Include clear photographs showing the defect and the original packaging
Include order details: Provide your order number, date of delivery, and a detailed description of the issue
Assessment: Our team reviews your claim within 2-3 business days
Resolution: Based on the assessment, we will offer repair, replacement, or partial refund

Shipping Damage

If your package arrives with visible exterior damage, do not accept the delivery if possible. If you have already accepted it, photograph the packaging and product before and after opening. Contact us within 48 hours with the photographic evidence. We will file a claim with the carrier and arrange a replacement at no cost to you.

12-Month Manufacturer Warranty

Every LuvlyDoll product includes a 12-month manufacturer warranty covering:

Structural integrity of the stainless steel alloy skeleton
Joint functionality and range of motion
Material integrity (no seam separation or material degradation beyond normal wear)

The warranty does not cover damage resulting from misuse, improper cleaning, use of prohibited products (oil-based lubricants on TPE, etc.), accidents, modifications, or normal wear and tear. Extended warranty options are available at the time of purchase.

What Is Not Covered

Damage from improper use, storage, or cleaning
Normal wear and tear from regular use
Cosmetic preferences (color variation within standard range, minor material texture differences)
Damage caused by unauthorized repairs or modifications
Staining from dark-colored clothing or fabrics
Issues reported after the warranty period

Cancellation Policy

Orders can be canceled within 24 hours of placement for a full refund. After 24 hours, cancellations may be subject to a restocking fee if production has already begun. Custom orders that have entered production cannot be canceled. To cancel, contact service@luvlydoll.com with your order number.

Refund Processing

Approved refunds are processed within 5-10 business days to the original payment method. The time for the refund to appear in your account depends on your payment provider. You will receive email confirmation once the refund has been initiated.

Return Shipping

In the rare case that a return is authorized, LuvlyDoll will provide a prepaid return shipping label. Do not ship any product back without prior authorization. Unauthorized returns will not be accepted.