Return Policy
Cancellations Policy
While we offer the most flexible return policies of any sex doll distributor around the world, it’s important that once you place an order including making a deposit or paying for it in full, your purchase is considered a final sale.
Confirm everything before you pay
Please don’t place any orders until you’re sure of what you want. Once you decide to pay, you should be fully committed to keeping them in place. Check factory photos of the doll or a similar doll before you place an order. If you have any questions before purchasing, we are happy to help you!
Orders cannot be canceled without valid reasons
Order processing starts within 8 hours of receipt of your payments — the factory begins work on your customized doll or our team begins to pack your in-stock doll. This means that materials are purchased, time is pre-allocated and costs are incurred. We may not meet our delivery guidelines if we did not work to such strict time constraints. Please make sure your order is correct before you hit the submit button.
The general policy by which we currently offer refunds/exchanges/cancellations is outlined below:
Cancel before shipping a 5% – 25% non-refundable restocking fee (depending on your order processing progress ).
All restocking fee is based on the total amount of your order.
Why do we charge restocking fees? The reason is simple: There are a lot of costs associated with processing an order. The customer representative has to deal with more costs to handle the sale–communicate with the buyers and the manufacturers. If you cancel a finished doll, we have to keep costs (and thus prices) down when dealing with this unsuccessful order/sale. An in-stock doll order involves packing and a customizable order involves further material (production) and time costs. The time and materials involved in inspecting, repackaging, and restocking are not insignificant.
Orders can be modified in some cases
However, you will not be charged any fees to add items or change items anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.
Here at sensualitydolls, we are committed to providing our customers with high-quality products and excellent service. In this section, we will first discuss our assurance of product quality, followed by a detailed explanation of our policies regarding order cancellations, refunds, and returns. By understanding these policies, you can shop sex dolls at sensualitydolls.com with confidence, knowing that your satisfaction is our top priority. If you have any questions or concerns, please do not hesitate to reach out to our dedicated customer support team.
Inspect and Report Your Doll Upon Receipt
Thoroughly inspect the doll from head to toe before use. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. It is important to use common sense and handle the item properly to avoid causing any damage to the product.
If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at sales sensualitydolls@163.com. We can then work to resolve the issue.
We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
Damage and Warranty
For the following scenarios, we will offer reshipment, remake, or partial refund:
Incorrect Dolls: When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check with our factory and shipping carrier, and arrange a new replacement for you.
Damaged Dolls: You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.
Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)
We offer a Money Back Guarantee for all orders. For a list of what is and is not covered by our Money Back Guarantee, please visit this page.
MONEY-BACK GUARANTEE
At sensualitydolls, we believe in providing high-quality sex dolls and services that meet our customer’s needs and exceed their expectations. We understand that sometimes things may not go as planned, which is why we offer a 100% satisfaction guarantee on all of our products. We are confident in the quality of our products and want you to feel confident in your purchase. Our money-back guarantee ensures that you can shop with peace of mind, knowing that if you are not completely satisfied with your purchase, you can return it for a full refund. Thank you for choosing our company and trusting us to provide you with the best products and services possible.
What Do We Guarantee?
Authentic Guarantee
All dolls at sensualitydolls.com are 100% authentic. We are a verified official sex doll supplier/distributor of many reputed manufacturers and we are authorized to import sex dolls worldwide.
Brand New & Perfect Condition Guarantee
All sex dolls will arrive in new and original condition, in working condition, and exactly as described/shown on the website.
Quality Control
We have established a strict quality control system, and every doll is thoroughly inspected and tested before leaving our studio with firm privacy-preserving packaging and guaranteed logistics. We perform a quality check on your dolls before we ship them to you. Therefore, there will be unlikely any damage or defects on your dolls.
100% Satisfaction
With first-class service of 5-star ratings and as an industry-leading retailer of 40+ doll brands, sensualitydolls is always the best store to buy premium quality sex dolls in the USA. We offer factory pictures to ensure that you are satisfied with all the details before shipment. If there is any mistake with your order (defects or wrong shipment) on receipt of your doll, we will fix it or replace it.
How Does The Money-Back Guarantee Work?
Upon receiving your doll, it is crucial to inspect it thoroughly, from head to toe, and take photos or videos of the unboxing process. Please refrain from using the doll until you have completed the inspection and ensured it is in perfect condition.
If you find that your doll is damaged or grossly different from the description provided, please contact our support team immediately with as much detail as possible, including clear photos and videos. Our team will work with you to diagnose the issue and provide compensation accordingly, which may include a replacement, partial refund, or full refund, depending on the degree of damage to the doll.
Incorrect Dolls: When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check with our factory and shipping carrier, and arrange a new replacement for you.
Damaged Dolls: You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.
Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)
What'S Not Covered By The Money-Back Guarantee?
Minor Blemishes
Minor defects are not considered damage and are not covered by our money-back guarantee. Minor blemishes include skin blemishes, scratches, marks, indentations, dents, micro-cuts, minor changes in the skin surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor differences and inconsistencies with facial makeup, and/or body makeup. These blemishes can be fixed according to sensualitydolls’s suggestions.
Finger & Toe Nails – The nails on the dolls may become loose during shipping or after you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
Minor skin blemishes and slight changes in skin surface caused by the manufacturing process (such as injection sites and mold seam lines, scars on top of silicone heads, etc.) are not considered defects and are not covered by our money-back guarantee.
Minor damage caused by the courier/shipping company is easily repaired, such as minor scrapes on the skin, bent neck, etc. sensualitydolls can provide assistance and repair tools. Customers should make reasonable repair attempts based on sensualitydolls recommendations.
Handmade
All sex dolls here are handmade. Therefore, each doll is slightly unique, so there will be slight differences. You will receive photos of your doll before it is shipped from the factory. If the details are significantly different from your expectations, we will correct them at your request before the doll leaves the workshop. Please ensure that our email (sensualitydolls@163.com) is not blocked to receive our email information in time.
The doll’s facial makeup, areola color, vagina color, etc. will have slight differences due to different screen displays or manual makeup, etc., which is allowed. We have made our efforts to recreate the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%.
Please allow a slight 1-3cm difference due to manual measurement.
Heating and Moaning
Some manufacturers don’t cover this. So we recommend you purchase a heating blanket instead of a heating option. Please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it disconnected while you use it.
User Damage
User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. After you submit a damage report, if any damage is believed to have been caused by customer mishandling or negligence, the doll will not be covered under warranty. This includes hyperextension of the limbs, fracture of the skeleton, and tearing of the opening. We reserve the right to review the doll and assess the source of damage based on all information provided. The final decision will be at the sole discretion of sensualitydolls.
Used Dolls
Sex dolls are extremely personal products. Any dolls which have been used will not be eligible under the guarantee. But we’ll do our best to suggest a fix for you.
DO NOT RETURN THE PACKAGE DIRECTLY
Generally, returns are not accepted for adult products. As a buyer, you wouldn’t want to purchase a doll that has been previously used by other people, correct? If you have a valid reason for a return, please ensure that the product is in new condition. Our team will thoroughly inspect your doll package, and if we find any violations of our return policy, a refund will not be issued, and the incident will be reported to credit agencies in some serious cases.
Please ensure that the doll is in brand-new condition and has not been used before returning it to us.
The shipping address on the packaging box is not applicable for returning custom orders and inventory orders.
If you wish to return the package, please contact us for further instructions.
Refund
DO NOT INITIATE PAYMENT CARD CLAIMS / PAYPAL DISPUTES DIRECTLY
As a trusted and professional merchant, we value the interests and satisfaction of our customers. We promise reliable post-purchase support and strive to ensure a worry-free shopping experience. We genuinely hope to establish a long-term partnership with you and work together to address any concerns.
When considering initiating a dispute, we kindly request that you understand our commitment to providing you with the best shopping experience possible and our dedication to resolving any issues or concerns you may have. We sincerely urge you not to initiate a dispute but instead reach out to us directly. By doing so, we can address your concerns more promptly and provide appropriate resolutions to ensure your satisfaction.
Initiating a dispute can result in unnecessary costs and complications, such as delayed refunds or refund processing fees. By contacting us directly, we can swiftly handle any issues and ensure a smooth and satisfactory shopping experience, avoiding unnecessary expenses and inconveniences.
Refund Timeframe
Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal/Klarna account.
The refund time period for different modes of payment is provided below.
Credit Card/ Debit Card (6-10 Business Days)
Klarna (7 Business Days)
PayPal (7 Business Days)
If the standard time frame as mentioned in the above table has expired and you have still not received the refund, please contact us for a refund number and then contact your credit or debit card issuer or your bank for more information. DON’T FILE A CHARGEBACK REQUEST DIRECTLY (this will delay your refund more). The refund back to the account depends on your bank
