100% Satisfaction Guarantee

We are confident in the products and services offered by Betterlovedoll and are committed to providing you with a worry-free shopping experience. If you are dissatisfied with our products or services, we offer a flexible refund policy and comprehensive after-sales support. Below are the detailed refund and after-sales policies:

1. Refund Policy

We provide the best refund policy to ensure a worry-free shopping experience! You may request a refund at any time, as detailed below:

1.1 Pre-Shipment Refund

If you cancel your order before the product is shipped, you can receive a 100% full refund, minus transaction fees charged by third-party platforms (e.g., PayPal). Please contact service@betterlovedoll.com to request a refund.

• Local Warehouse Products: Please contact us within 12 business hours; otherwise, the order will be shipped by default.
• Customized Products: The full refund period is 1 day + factory production time + 1 day (please check the production time for each brand here).

1.2 In-Transit Refund

If the product has been shipped but has not yet been delivered, you may contact us before delivery and refuse receipt of the product. The refund will be processed after deducting shipping costs and tariffs.

1.3 Post-Delivery Refund

If you are dissatisfied with the received product, you may request a refund. Please follow these steps:

• Provide a detailed video showing the complete packaging, labels, and unused condition for our review.
• Upon approval, return the product to the designated address (return shipping costs are borne by the buyer).
• After receiving and verifying the product, we will refund the amount after deducting shipping costs and tariffs.
• Refunds will be processed to your account within 7-15 days after approval.

1.4 Refund for Product Quality Issues

If the received product has defects, please contact us within 24 hours of unboxing and provide photos or videos. We will handle the issue promptly:

• Minor Damage (e.g., broken eyebrows/nails, smudged makeup, minor skin tears): Compensation ranges from $10 to $100.
• Severe Damage (e.g., severe skin damage, broken limbs, or skeletal damage): We will provide a full refund or free replacement, with return shipping costs covered by us.
• Incorrect or Missing Products:
  • Major Product Errors (e.g., product does not match website images): Provide unboxing photos or videos, and we will offer a full refund or free replacement, with return shipping costs covered by us.
  • Incorrect or Missing Features/Accessories: Compensation will be double the value of the incorrect or missing options, with a minimum compensation of $20 for free options.
• Severe Damage Due to Non-Human Factors (e.g., skeletal damage, large-scale skin cracks): Partial or full compensation is available within 30 days of receipt (excluding special features such as heating or motorized hips).

1.5 Refund for Delayed Delivery

If delivery exceeds 60 business days, we will provide a full refund and a free replacement product. Exceptions include:

• Special features or customization requirements (e.g., motorized hips, implanted hair) that extend production time, with delivery time agreed upon separately.
• Delays due to holidays or factory scheduling for products shipped from China.
• Brands with longer production cycles (e.g., Elsa Babe, Fanreal); Please check the production time for each brand here.
• U.S. Warehouse: Maximum delivery time is 10 days, with a claim period of 20 days.
• Europe and Canada Warehouses: Maximum delivery time is 15 days, with a claim period of 30 days.
• For out-of-stock overseas warehouses, we will notify you within 2 business days, and the claim period starts from the final confirmation date.
• We are not responsible for delays or losses due to the recipient’s failure to clear customs, collect the package, or provide incorrect address/contact information.

2. After-Sales Policy

We are committed to providing excellent after-sales service when issues arise with your order. Our specific commitments are as follows:

2.1 Compensation for Delayed Delivery

Except in special cases, if delivery exceeds 60 business days, we will provide a full refund and a free replacement product.

2.2 Compensation for Transportation Damage

All products are inspected and photographed before shipment. If damage occurs during transportation, please provide photos or videos within 24 hours of receipt, and we will compensate based on the extent of the damage (refer to the “Refund for Product Quality Issues” section).

2.3 Compensation for Lost Packages

If tracking shows the package as delivered but you have not received it, please contact UPS/FedEx to file a claim and notify us as soon as possible. We will assist with the process or provide appropriate compensation.

3. Dispute Resolution and Customer Support

If you have any questions or concerns, please contact us at service@betterlovedoll.com. David will be your most loyal friend, always ready to assist you!

We are committed to ensuring 100% customer satisfaction. Thank you for choosing BetterLoveDoll!