Please read this policy carefully before placing an order. Because our products are adult intimate products and most are made or configured to order based on the customer’s selections, our return and exchange rules differ from those for ordinary e-commerce goods.

1. Special Notice for Adult Intimate Products

Our products are adult intimate products with specific hygiene and privacy considerations, and they are made or configured to order. Due to hygiene requirements, privacy protection, customization, and resale restrictions, we do not offer no-reason returns or exchanges of the type commonly available for ordinary e-commerce goods, nor do we accept returns after a product has been tried or used.

Every customer is entitled to receive a brand-new, unused product that has not been handled or used by another person. To protect the hygiene and privacy of all customers, we cannot accept the return of products that have been opened, used, come into contact with the body, cleaned, cared for, modified, or whose hygienic condition cannot be verified.

Please understand that this rule is intended to ensure that every product we ship meets appropriate hygiene standards for adult intimate products, rather than to unreasonably restrict customer rights.

2. Special Notice for Customized Products

Most of our products are made to order or configured according to the customer’s order. The selected head sculpt, body, skin tone, makeup, accessories, functional options, and other choices all affect production and delivery.

Because customized products cannot generally be resold as regular inventory, once an order enters production it normally cannot be cancelled, returned, or exchanged without cause.

Please carefully confirm all product information and customization options before placing your order.

3. Situations Where Returns or Exchanges Are Not Accepted

Returns, exchanges, or refunds are generally not accepted in the following circumstances:

1. The product packaging has been opened;
2. The product has been used or appears to have been used;
3. The product has come into contact with the human body;
4. The product has been cleaned, cared for, powdered, oiled, or otherwise treated by the customer;
5. The product has been repaired, modified, disassembled, or cut by the customer;
6. The product was damaged due to improper use by the customer;
7. The return is requested because of subjective aesthetics, personal preference, perceived size or weight, or a difference from the customer’s expectations;
8. The customer selected the wrong model, skin tone, head sculpt, body, or configuration when placing the order;
9. The product is customized, specially ordered, or personalized;
10. The product is promotional, clearance, a sample, or clearly marked as non-returnable/non-exchangeable;
11. The after-sales request period has expired;
12. The product was sent back without our prior written approval.

For products returned without authorization, we reserve the right to refuse delivery, send the product back, dispose of it, or decline to process it. Any resulting costs shall be borne by the customer.

4. Situations Eligible for After-Sales Support

Customers may contact us within the specified timeframe to request after-sales support in the following circumstances:

1. The main product model received clearly does not match the order;
2. The product sustained obvious damage during shipping;
3. The product has an obvious manufacturing quality issue;
4. A key accessory is missing;
5. The product cannot perform its basic intended function normally;
6. Other issues that we confirm fall within a reasonable scope of after-sales support.

Depending on the circumstances, we may provide one or more of the following solutions:

1. Usage guidance;
2. Repair recommendations;
3. Replacement accessories;
4. Compensation solution;
5. Materials for localized repair;
6. Remote repair guidance;
7. Partial refund;
8. Replacement parts;
9. For a confirmed serious quality issue, a replacement product or another appropriate solution.

The specific solution will be determined based on the nature of the issue, completeness of the evidence, product condition, usage status, and applicable after-sales timeframe.

5. Shipping Damage Claims

If the product has sustained obvious damage during shipping, please contact us within 24 hours after delivery and provide complete evidence. We may ask you to provide:

1. Photos of all six sides of the outer carton;
2. Photo of the shipping label;
3. Photos of the damaged area of the product;
4. Unboxing video;
5. Photos of the packing materials;
6. Description of the issue.

Please keep the outer carton, inner packaging, protective materials, and the product itself until the after-sales case is resolved. Discarding packaging without confirmation may affect a carrier claim or our ability to assess the issue.

If the issue is confirmed as shipping damage, we may provide repair materials, partial compensation, assistance with a carrier claim, or another reasonable solution depending on the severity of the damage.

6. Missing Items or Incorrect Shipment

If you find that accessories are missing or the main configuration clearly does not match your order, please contact us within 48 hours after delivery and provide:

1. Order number;
2. Full-view photos of the product;
3. Photo of the accessory list or included accessories;
4. Photos of the outer carton;
5. Description of the issue.

After verification, we may resend missing accessories, replace incorrectly supplied accessories, or provide another reasonable solution based on the circumstances.

7. Refunds

Refunds will only be issued where the request meets this policy and is approved by us. Refunds are normally returned to the original payment method or processed by another method agreed by both parties. Please note:

1. Payment-processing fees, bank charges, and exchange-rate differences may be non-refundable;
2. Production costs, customization costs, shipping costs, customs-clearance fees, storage fees, or other actual expenses already incurred may be deducted from the refund amount;
3. The time required for a refund to arrive depends on the payment provider, bank, and local policies;
4. Refund processing times vary by payment method;
5. If the customer used installment payments, a third-party payment provider, or cross-border payment services, the refund may also be subject to the relevant provider’s terms.

8. Chargebacks & Dispute Handling

If a customer initiates an unreasonable chargeback, abusive dispute, or false complaint after receiving the product, after production has begun, after the product has shipped, or after reasonable after-sales support has been provided, we reserve the right to:

1. Suspend after-sales service;
2. Submit order records to the payment provider;
3. Submit communication records;
4. Submit production records;
5. Submit shipping records;
6. Submit proof of delivery;
7. Reserve the right to recover related losses.

We encourage customers to resolve legitimate after-sales issues through our customer service channels rather than through abusive chargebacks or false disputes.

9. Requirements for Authorized Returns

In the rare event that we confirm in writing that a product must be returned, the customer must comply with the following requirements:

1. Do not send the product back without prior authorization;
2. Use only the return address confirmed by us;
3. Pack the product as instructed;
4. Provide the return tracking number;
5. Ensure that the product meets the approved return conditions;
6. Responsibility for return shipping costs will be subject to confirmation by customer service.

Any loss caused by an unauthorized return, incorrect address, improper packaging, or failure to follow the required procedure shall be borne by the customer.