Due to the intimate and custom nature of our products, we have strict guidelines to ensure product integrity and hygiene.

1. Order Cancellation:

Orders can be canceled within 4 hours of payment.

Within 4 hours of payment: Full refund
Within 24 hours of payment: 80% refund
After 24 hours: Custom orders cannot be canceled as production will have already started.

Order processing begins within 24 hours of payment—custom dolls enter production, and in-stock dolls are prepared for shipment. Materials are allocated, and costs are incurred during this time. Please double-check your order before submission, as cancellations are not possible after 24 hours or once production starts.


2. Return & Exchange Conditions:

For hygienic reasons, returns and exchanges are only accepted for defective or incorrect products.

Incorrect Dolls: If the doll doesn’t match your order, provide an unboxing video showing the entire doll, head, shipping label, and packaging. Once verified, we will arrange a replacement.

Damaged Dolls: Report damages to the shipping carrier immediately and contact us. Depending on the severity, we will offer repair kits, replacements, or refunds.

Lost Packages: File a claim with the shipping carrier and notify us. To ensure secure delivery, we require adult signatures for most shipments.

Important Notes

  • Hygiene and Safety: Returns for adult products are generally not accepted to maintain hygiene and safety. If a return is valid, the doll must be unused and in brand-new condition.
  • Unauthorized Returns: Do not return a package without contacting us first. Unauthorized returns will not be refunded.
  • Custom Products: Custom-made and personalized dolls are non-returnable.
  • User-Induced Damage: We cannot replace a doll if the damage is caused by improper use or handling. Sex dolls are not indestructible, so proper care is essential.


3. Process:

Contact our support team at [[email protected]] within 24 hours

Provide order details and photos

Wait for return authorization and instructions

4. Shipping Responsibility:

For defective items, we cover return shipping costs.

For other cases, the buyer is responsible for return shipping.

Orders returned to us as undeliverable will result in a 50% processing fee and no shipping refund will be issued.

✅ Note: Please refer to your local laws before purchasing. Some regions have legal restrictions on lifelike companion dolls.

5.Refund Process

Once a refund is approved due to order cancellation or an accepted return, the amount will be refunded to your original payment method.
PayPal: 7 business days

If you have not received your refund within the specified time frame, please contact us to obtain a refund reference number. You can then provide this to your bank or payment provider for further assistance.

Thank you for choosing ColaDoll, and we look forward to serving you! 😊