Return & Refund Policy

At YYDOLL, we take the quality and safety of our products seriously while respecting the rights of our customers. Because our dolls are intimate and often customized items, we have established this return and refund policy to balance hygiene, customization, and product quality considerations. By placing an order, you acknowledge and agree to this policy. For any questions, our support team is available at info@yydoll.com.

This policy applies to all YYDOLL purchases from November 2025 onward.

Returns for Non-Quality Issues

Due to the personal and intimate nature of our dolls, returns are generally not accepted for items that have been opened, tried, or used. This ensures the safety and hygiene of all customers.

Unopened In-Stock Dolls
Unopened, in-stock dolls may be eligible for return if requested within 24 hours of delivery. A 20% restocking fee will be deducted to cover production preparation and storage costs. Customers are responsible for all shipping fees, customs duties, and related charges.

Non-Quality Considerations
Minor characteristics such as the natural TPE odor, slight color transfer, small mold lines, or non-customized cosmetic imperfections are normal and do not qualify for returns. For these cases, we provide free repair glue, color removal cream, or other necessary accessories; the customer covers the shipping cost.

Returns for Quality Issues

If your product arrives with a genuine quality issue, you may request a return, exchange, or repair. Claims must be submitted within 3 calendar days of receiving your order. Please include your order number, clear photos/videos of the issue, and proof of delivery. Claims submitted after this period may be considered accepted as defect-free.

Eligible Quality Issues

• Structural defects: Factory-related problems such as broken skeletons, detached joints, or inability to maintain poses.
• Severe material damage: Extensive cracking, breakage, or leakage not caused by human handling.
• Functional failures: Malfunctions in robotic dolls’ drive or control systems confirmed as non-human-induced.
• Incorrect or missing items: The received model or customization does not match your order, or accessories/gifts are missing.

Resolution Examples

• Severe quality issues (broken skeleton, extensive damage) → free replacement of the same model or full refund
• Functional failures in robotic dolls → free repair within the 5-month warranty; replacement of parts or full body if repair fails
• Missing or incorrect accessories → free replacement; full refund if customer chooses to return

All shipping costs for quality-related replacements are covered by YYDOLL.

Customized Products

All items labeled as “Customized”—including personalized makeup, hairstyle, skin tone, or special size modifications—enter a dedicated production process once the order is confirmed and the deposit is paid. Cancellation or returns are not allowed for customized items under any circumstances.

If a customized product has a quality issue, exchanges or repairs are allowed only for the same customization specifications. Changes to other styles or refunds will not be offered.

Return Process

To initiate a return or exchange:

1. Contact info@yydoll.com with your order number, a description of the problem, and supporting documentation.
2. Our team will review your request within 3 business days. Approved requests will receive a dedicated return address and Return Authorization Number (RAN). Rejected requests will include an explanation.
3. Ship the item back within 7 business days, clearly marking the RAN on the package. Proper packaging is required to avoid further damage; trackable shipping is recommended.
4. Once received, YYDOLL will inspect the item within 5 business days. If eligible, we will process the refund or exchange as agreed. Refunds are issued to the original payment method; processing times may vary depending on the payment platform and bank.

Additional Terms

• Returned items must include the original packaging, accessories, user manual, and gifts. Missing items may result in deductions from the refund.
• YYDOLL reserves the right to refuse refunds if items are damaged during transit due to improper packaging by the customer.
• Customs Duties: For quality-related returns, customers who paid customs duties may submit proof for reimbursement. Non-quality-related returns require customers to bear all customs charges.