Return and Refund Policy

Betterlovedoll is committed to ensuring customer satisfaction with our refund and return policies. Below are the details of our refund process for various situations.

1. Pre-Shipment Refund

Betterlovedoll offers a worry-free refund guarantee for impulsive purchases. You may request a full refund at any time before the product is shipped. For refunds, please contact service@betterlovedoll.com.

How to confirm if your purchased product has been shipped?

  • For products from local warehouses, you must contact us within 12 working hours. After 12 working hours, the product is considered shipped by default.
  • For customized products, we will arrange factory production within 1 working day. After production is completed, the product will be shipped within 1 working day. Therefore, the full refund period for customized products is: 1 day + the corresponding factory production time + 1 day. You can click here to check the production times of all partner factories of Betterlovedoll.

2. In-Transit Refund

Even if your product has already been shipped, you can still request a refund. However, you must contact us before the product arrives and follow our instructions to refuse delivery upon receipt. Once the entire process is completed, we will refund the balance after deducting all shipping fees and tariffs.

3. Post-Delivery Refund

3.1 Dissatisfaction with the Product

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

  • Record a detailed video of the product’s complete packaging, labels, and unused condition, and submit it for our review.
  • Upon approval, please mail the product to the address we specify (return shipping costs are borne by you).
  • Once we receive and verify the product, we will refund the amount after deducting return shipping fees and related tariffs.

3.2 Product Quality Issues

If you discover any defects upon unboxing, please contact us immediately and provide photos and videos of the damage. We will handle it promptly!

3.2.1 Minor Damage

If you find minor damage during unboxing, such as broken eyebrows or nails, makeup wear, minor skin cracks, or protruding fingers, please contact us and provide photos and videos to apply for compensation. Compensation ranges from $10 to $100.

3.2.2 Severe Damage

If the product arrives with severe damage, such as significant skin damage, broken limbs, or other body parts, please contact us immediately and provide photos and videos of the damage. We will offer a full refund or reshipment. Return shipping costs will be borne by us, not you!

If, within 30 days of receiving the product, the doll suffers severe damage due to non-human factors, such as fractures in major skeletal parts (torso, thighs, etc.) or large-scale skin cracking due to material or quality issues, we will provide partial or full compensation based on the extent of the damage.

Note: Certain special functions (e.g., heating, motorized hips, motorized suction, etc.) are not covered under this policy.

3.2.3 Product Errors or Omissions

3.2.3.1 Main Product Errors or Omissions

If the received doll is completely different from the factory or website images, please provide photos or videos (including the entire body, head, shipping label, and outer packaging) within 24 hours of receiving the product. We will report and verify with the factory and shipping company and arrange a replacement. Please keep the doll’s packaging intact, contact us (email: service@betterlovedoll.com) to obtain the return address, and send the doll back to the specified location. We will provide a full refund or cover shipping costs and resend the correct product.

3.2.3.2 Function or Accessory Errors or Omissions

If the doll’s customized options are incorrect or missing, we will compensate you with double the amount of the erroneous or missing option. If the erroneous or missing option was provided for free, we will compensate at a minimum standard of $20.

4. Delayed Delivery Compensation

If the delivery of your purchased Betterlovedoll exceeds 60 working days, we will provide a full refund and ship the doll to you free of charge.

The following special circumstances are exempt from the above time limits:

  • For products with special functions (e.g., motorized hips, oral functions, implanted hair, etc.) or if the customer’s special requirements for doll functions cause extended production time, the shipping time will be separately agreed upon. If certain functions require additional payment or confirmation before production, the compensation period starts from the completion of confirmation.
  • If the product is shipped from China and production time is significantly extended due to special holidays or factory scheduling.
  • If the product is shipped from China and belongs to a brand with a production time exceeding 20 days, such as Elsa Babe, Fanreal, etc. Please click here to view the production times for each brand.
  • For Sex Dolls in U.S. warehouses, the maximum delivery time is 10 days, and the compensation eligibility period is 20 days. For Sex Dolls in European and Canadian warehouses, the maximum delivery time is 15 days, and the compensation eligibility period is 30 days. In case of stock shortages at overseas warehouses, we will contact customers within 2 working days after the order is placed, and the compensation eligibility period starts from the final order confirmation date.
  • If the delivery personnel repeatedly contact the recipient, but the recipient fails to clear customs or collect the product, resulting in the product being returned or lost, we will not bear any responsibility.