Returns Policy

We understand that sometimes a product may not meet your expectations, and our Returns Policy is designed to make the process straightforward and transparent.

At SexDollGenie, we offer both EU / US Ready-to-Ship products and Customized / Made-to-Order products.
Because these product types are fundamentally different, different return and refund policies apply.
Please confirm the product type on the product page and review the relevant policy carefully before placing your order.

Return Step

Step 1

Confirmation

Email us at 邮箱 for return approval.
The content is as follows:
Order Number / Full Name / Email Address / Reason for Return

Step 2

Preparation for shipping
Please return the doll to the address we provided to you.

Step 3

Attention to status
Ship via a traceable method.We are notresponsible for lostor damaged returns.

Step 4

Refund or replacement
Refunds are processed within 3 business days after receipt and will appear in your account within 5–7 business days.

EU / US Ready-to-Ship Products Policy

Scope

This policy applies to products clearly labeled as:

EU Ready-to-Ship
US Ready-to-Ship
In-Stock / Fast Shipping

30-Day Return Guarantee (Ready-to-Ship Only)

You may request a return within 30 days of delivery provided that all conditions below are met:

The item is unused and unwashed
The product remains in brand-new condition
All original packaging and accessories are included
The item has not been used for personal or display purposes
You have contacted SexDollGenie and received return authorization

* For hygiene and safety reasons, used sex dolls are not eligible for return.

Order Cancellation (Ready-to-Ship)

Before shipment: Order cancellation with full refund is available
After shipment: Order cancellation is not allowed

Damaged, Missing, or Incorrect Items

If your item arrives damaged, missing parts, or incorrect, please contact us within 24 hours of delivery with clear photos or videos.

After verification, we will offer replacement, reshipment, or refund solutions.

Customized / Made-to-Order Products Policy

Scope

This policy applies to:

Customized sex dolls
Build-Your-Own / Custom dolls
Products manufactured according to customer specifications

No Returns for Custom Products

Because custom products are made specifically to your order:

🚫 They are not eligible for standard returns

🚫 The 30-day return policy does not apply

Custom Order Cancellation Policy (Important)

Because custom products are made specifically to your order, cancellation is only possible within a limited time frame before production begins. The cancellation policy is as follows:

Within 12 hours of placing the order:
A 10% cancellation fee will be charged, and you will receive a 90% refund.
Between 12 and 24 hours after placing the order:
A 20% cancellation fee will be charged, and the remaining balance will be refunded.
After 24 hours:
The order enters the production process and cannot be canceled or refunded.
Orders that have completed production or have been shipped:

🚫 Cancellations and refunds are not permitted.

Custom Product Quality Issues

If a custom product has a serious manufacturing defect or does not match the confirmed specifications, please contact us within 24 hours of delivery with evidence.

We may offer repair, replacement parts, partial refund, or replacement depending on the situation.

Modifications After Ordering

Ready-to-Ship Orders:
Orders for items that are in our US warehouse can be modified within 12 hours of placing the order.
Modifications may include changing quantity, size, or shipping address.
After 12 hours, your order is processed for shipping and modifications may no longer be possible.

Custom Orders:
You may modify your customization options, such as eye color and features, within 12 hours. After 12 hours, no changes can be made. Please note that switching to different customization options may incur additional charges, subject to actual circumstances.

Refund Processing

Time：
Approved refunds will be issued to the original payment method within 5–10 business days.

Original shipping fees are non-refundable unless the issue is caused by us.

Note:
The original shipping fee of the order is non-refundable (except for special reasons). Please ensure the items are in original condition, with the original case and tags. If there is a complimentary item in the order, it needs to be returned together.

*Policy Updates*
SexDollGenie reserves the right to update this policy at any time. Policy changes will not apply retroactively to completed orders.

Cart

Returns Policy

Return Step

EU / US Ready-to-Ship Products Policy

Customized / Made-to-Order Products Policy