Refund Policy

Section 1 — Return and Refund Policy

Due to the personalized nature of our products, all custom-made and made-to-order products are non-returnable and non-refundable — all sex doll sales are final. Every doll is made to order and crafted to meet the needs of each customer; therefore, we cannot accept returns or exchanges for any sex doll purchase.

While customers in some regions may have the right to return products within 14 days, this right does not apply to products that are customized, personalized, or made to order.

For accessories, we offer refunds or exchanges within 14 days of receipt, provided the items are returned in their original, new, unused, unboxed condition, in its original packaging. To initiate a return, please contact our customer service team for further instructions. For information regarding cancellation fees, please see Section 5 of this policy.

Section 2 — Damaged or Faulty Goods

We are committed to providing high-quality products. All our products undergo thorough quality control checks before dispatch. However, in the unlikely event that you receive a damaged or defective item, it is crucial that you follow these steps:

1. Inspect your order on arrival. Our products are delivered in packaging that allows you to inspect them without fully unboxing. You must take photos of the box exterior if you suspect transit damage. Upon receipt, you must carefully inspect the product for any defects or damage.
2. Report issues promptly. It is crucial to report any concerns regarding the product's condition immediately and before use. Damaged or defective items must be reported using our Damage Report form within 48 hours of receiving your order. You must provide clear photographic or video evidence of the damage or defect. Blurry or unclear photos/videos will not be accepted.
3. Do not use, clean, unbox, tamper with, or alter your product. These actions will be considered acceptance of the product and may void any ability to claim damage or defect. This includes removing the product and placing it on any surface other than the original box.
4. If we are unable to confirm the damage or fault from your provided media, we reserve the right to physically inspect the reported item. We may request that the item be returned in its original condition and packaging for further inspection. This action will be completed under our instruction only. Do not send any items without prior written agreement, as doing so may incur substantial fees and risk the destruction of your products, for which we will not be liable.
5. Evaluation and resolution. We will conduct a thorough evaluation of your claim and aim to provide a comprehensive response within 14 days (not guaranteed). Some cases may take longer, depending on the nature of the claim.

If our evaluation finds that the product is not faulty or misdescribed, no replacement or refund will be offered. If the product is found to be faulty or misdescribed, we will offer reasonable rectification. Due to the handmade nature of our products and the impracticalities of re-shipping large items, minor repairs or adjustments may be required to be performed by the customer under our guidance, and partial replacements will be offered.

We may offer one or more of the following resolutions:

• Replacement of the damaged item
• Repair instructions if feasible (customer to implement)
• Repairs completed by the Lushdoll team
• Partial refund as compensation
• Store credit or partial store credit to the value of the defective item

If you receive products that are faulty, we reserve the right to offer a replacement, partial replacement, reasonable rectification, store credit, partial store credit, or partial refund. We will only offer a full refund where a repair, replacement, partial replacement or store credit is not possible. The resolution outcome is at our discretion. We will consider your needs and requests but cannot guarantee that your request will be honoured. Our goal is to ensure customer satisfaction while maintaining fair business practices.

We do not offer refunds or compensation for items or upgrades that were obtained for free during promotions.

We understand that not all damage or faults may be noticeable upon first inspection, so each case will be considered individually.

You may have the right to seek reasonable remedies if the products you receive are faulty or significantly misdescribed. These rights still apply to custom or personalized products.

Section 3 — Changing Your Order

Making changes to your order are permitted under certain circumstances and at our discretion, please refer to Section 20 of our Terms & Conditions for more information.

Section 4 — Preventing Misuse

• Damaged or defective items must be returned in their original new condition for repair and resale. If your product has been fully unboxed, unsealing, used, cleaned, tampering with, or altered in any way, your refund request will be voided.
• Claims of damage or defect without substantial evidence will not be honoured.
• If policy abuse is suspected, we reserve the right to cancel your claim and restrict your ability to make future purchases through our website and any affiliated Lushdoll vendors.
• User damage, and any damage that has occurred while using or manoeuvring the product, will not be honoured.
• Our products are handmade — minor imperfections and discrepancies typical of handmade products are expected and are not considered defects or damage. For more information please see Section 20 of our Terms & Conditions.

Section 5 — Cancellation Policy

For customized & made-to-order products:

• Cancellations within 24 hours of order placement will incur a 20% administration and restocking fee.
• Cancellations after 24 hours are non-refundable. If you cancel your order after 24 hours, you are instructing us that you no longer want the product, but you accept that you will not receive a refund.

For non-customized products (applies to accessories only):

• All cancellations and returns will incur a 20% administration and restocking fee.
• Buyers will be responsible for any return shipping costs or other expenses incurred.
• Buyers may also be liable for any diminished value of the goods caused by unnecessary and excessive handling.

Section 6 — Changes to Our Policy

This policy supersedes all prior policies or conflicting information on our website, transcripts, or conversations with any of our staff. We reserve the right to change this policy at any time without notice. This policy is effective as of the date published at the bottom of this document and applies to all purchases from that date onwards.

Section 7 — Complaints

If you have complaints about our policies, practices, products or services, please contact us using the details below.

Section 8 — Contact

Please email us at support@lushdolll.com

Published: 10th June 2024