Refund policy

When considering the return policies for sexual wellness products, it's important to recognize that these policies can vary significantly depending on the retailer and the type of product. Generally, due to health and hygiene concerns, many retailers have strict guidelines regarding the return of intimate items. Here are some common practices:

  • Non-Returnable Items: Products such as love dolls, mastuerbators, vibrators, dildos, and other intimate devices are often non-returnable once the packaging has been opened or the product has been used. This policy helps ensure the safety and hygiene of all customers.

  • Defective Products: If a product is found to be defective upon receipt, many retailers will offer a replacement or refund. It's crucial to report any defects promptly and to follow the retailer's specific procedures for returns. Both for you ordered from our website or ourvendors' website we follow this pratice.
  • Unopened Items: Some retailers may accept returns of unopened and unused products within a certain timeframe, provided the packaging is intact and the product is in resalable condition. But shipping cost for the return must be paid by the buyer.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@playdoll.cn. Please note that returns will need to be sent to the following address: A2-36, Hongshen International Center, Xinniu Community, Minzhi Street, Longhua District, Shenzhen, China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Note: The risk  for missing and damage for the return is on the buyer and the shipping company. Before you ship the return item, make sure there is an insurance.

You can always contact us for any return question at info@playdoll.cn.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Customized item is not available for this pratice


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kyawaung@playdoll.cn.