Cancellations, Returns and Refunds

Only products purchased at full price may be refunded, unfortunately, sale items cannot be refunded.

Product quality is our number one concern when fulfilling orders, every doll is thoroughly inspected and tested before shipment. In the unlikely case that you find your doll is defective or damaged upon delivery, please let us know as soon as possible. On a case-by-case basis, we will arrange for a return and/or refund of your purchase. Note: If your doll has been used, we cannot accept a return.

In most cases where significant damage has occurred, you will have the option for a full refund or a replacement doll sent to you at no extra cost.

To be eligible for a return, your product must be unused, in the same condition that you received it and it must be in its original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds for any reason, within 24 hours of payment will incur a 5% fee. This is because we are charged a 5% payment processing fee from our payment gateway, which is non-refundable. This means that any order which is cancelled automatically costs us 5% of the total order value and is non-refundable in the event of a cancellation.

So please be aware that order cancellations before 24 hours have passed, for whatever reason, will incur a 5% fee and you will be refunded 95% of the order value to the original payment method.

Lastly, if you request for a refund at any time after your order has already been packed, shipping costs will not be refunded. This is because shipping costs are pre-paid when orders are packed.  

Most dolls are custom-made to order and immediately sent for processing as soon as payment has been received. In-stock dolls are dispatched immediately, therefore, picking and packing and courier fees are automatically incurred.

For these reasons all customers are only allowed up to 48 hours in which it would be possible to cancel an order subject to a 15% cancellation fee to cover process and payment gateway costs. This means that any cancellation within 24-48 hours of payment will incur a 15% fee. This means that you will only be entitled to an 85% refund of your original order value.

Once 48 hours have elapsed it is then no longer possible to cancel any order, as your doll will be well into production or already on its way to you, meaning that high costs have already been incurred.

Any cancellations after 48 hours will mean that the manufacturers, or we, are stuck with the doll and are forced to sell on to another person. The complications that arise with selling a doll onwards is that the doll is often so highly customised with additional options that it is difficult to find another person with the exact same tastes. So, please be absolutely certain before you buy.

If you still wish to cancel your order, the maximum amount that could be refunded is 25% (this is not a guaranteed 25%) of your order value.

Note: once images have been sent for your approval, there is absolutely nothing we can do, and you will not be entitled to any refund.

Due to the nature of sex products; with strict hygiene laws and pre-customization on most orders we will not be able to refund or allow returns for any reason, with the only two exceptions being:

1. if your doll is significantly damaged on arrival, or 
2. if you’ve received the wrong product. 

Very rarely we may accidentally deliver the wrong product to you. If you have received an incorrect product, let us know as soon as possible, within 24 hours of receiving your delivery. We will offer to send you the correct product and arrange for the return of the incorrectly delivered product at no cost to you.

Once your doll has been used, washed, or even after the package is opened fully and unwrapped then it does not apply as ‘damaged in transit’ we can not accept a return or refund of the doll. This is because once the doll is opened, in your possession and accepted, it is technically used.

This is due to the nature of the product as we cannot sell the doll onwards used by another customer as it is defined as a used sex doll. So, no returns or refunds are allowed after that point.

When you receive your doll if you see something broken from transit for example, please take pictures immediately and send them to us without unwrapping your doll.

Unfortunately, products can occasionally be damaged in transit.

Minor cuts and scratches are not covered under this warranty.

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you must take photos and/or video showing the damage.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to reach an outcome you are happy with.

For the SxDolled.com guarantee to be valid, any discrepancies found with your items must be reported to us within 24 hours of receiving your doll. Email us at info@sxdolled.com.

When reporting any issues, please be sure to include as much detail as possible in your description as well as detailed photo evidence.

You must report any problems to our support team before using your doll. Due to strict hygiene regulations, we are not able to replace or refund any products after they have been used.

Furthermore, we will not cover the following:

• User damage -  All dolls undergo thorough quality checks prior to shipping. Please handle your dolls with care when in use. Any damage caused by the user will not be covered.
• Skin imperfections – as each doll is handcrafted, there may be small imperfections or differences in your doll’s skin. These are completely normal and doll owners usually refer to these as “characteristics” which give their dolls a uniqueness. These could include minor tears, dents, discolouration, etc. Any major defects are found during our quality control inspection and rectified, if you discover anything we may have missed, please let us know.
• Loose Nails – as nails are loosely adhered to your doll’s skin to allow you to remove, paint and re-attach them, we cannot cover loose nails as they are shipped like this on purpose.
• Makeup Differences – each doll’s make-up is manually applied by hand, this means that slight variations may occur in make-up are is completely normal. However, should you find a major problem, please do let us know.
• Loose Eyelashes – each doll comes with a protective eye mask as her eyes are a delicate area. If anything becomes loose (ie. her eyelashes), simply re-attach using TPE-safe glue.

If we have determined that you are entitled to a refund, the next will be for you to send your doll back to us.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Within the same email, you will be advised of the approval or rejection of your refund.

If you are approved for any amount, then your refund will be processed, and a credit will be applied to your credit card or your original method of payment, within 2-7 business days.

If you haven’t received your approved refund, please check with your bank or credit card company, as it may take some time before your refund is fully processed.

Note, bank processes are completely out of our control.

Finally, if all above has failed and you still have not received your refund, please contact us at info@sxdolled.com.

You will be responsible for paying for the return shipping costs for returning your product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund (if return shipping was paid by us). Depending on where you live, the time it may take for your order to reach you may vary. If you are shipping an item over $1,000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.

If you have any further questions, please do not hesitate to contact us via our email info@sxdolled.com and we will get back to you as soon as possible.