Return Eligibility

Due to the intimate nature of adult dolls, returns are accepted under the following conditions:

• Timeframe: Returns must be initiated within 14 calendar days of delivery.
• Condition: The doll must be unopened, unused, and in its original packaging with all accessories, manuals, and certificates intact.
• Hygiene Seal: The factory hygiene seal must be unbroken. For health and safety reasons, we cannot accept returns of dolls where the seal has been broken.
• Custom Orders: Personalized or custom-configured dolls are non-returnable unless they arrive with a manufacturing defect.

Manufacturing Defects

If your WeloDoll arrives with a manufacturing defect (structural issues, joint malfunction, material flaws), we offer:

• Free Repair: We will arrange and cover the cost of repair for verified manufacturing defects.
• Replacement: If repair is not feasible, we will replace the doll with an identical model at no cost to you.
• Full Refund: If neither repair nor replacement is possible, a full refund will be issued including original shipping costs.

Defects must be reported within 7 days of delivery with clear photographic evidence. Our quality team will review each case and respond within 2 business days.

Non-Returnable Items

The following cannot be returned:

• Used or opened dolls (broken hygiene seal)
• Custom or personalized dolls (unless defective)
• Clearance or final-sale items
• Accessories that have been opened or used
• Items damaged due to improper care or misuse

Return Process

1. Contact Us: Email service@welodoll.com with your order number, reason for return, and photos if claiming a defect.
2. Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number within 2 business days.
3. Packaging: Repack the doll securely in its original packaging. The RMA number must be written on the outside of the box.
4. Shipping: Ship to the address provided with your RMA. We recommend using a tracked, insured shipping method.
5. Inspection: Once received, our team inspects the return within 3 business days.
6. Resolution: Approved refunds are processed within 5-10 business days to your original payment method.

Refund Details

• Approved returns: Full product price refund minus a 15% restocking fee (waived for defective items).
• Return shipping costs are the responsibility of the buyer unless the return is due to our error or a manufacturing defect.
• Original shipping charges are non-refundable for non-defective returns.
• Refunds are issued to the original payment method. Processing time depends on your bank or card issuer (typically 5-10 business days after approval).

Cancellations

Orders can be cancelled within 24 hours of placement for a full refund. After 24 hours, cancellation eligibility depends on production status:

• In-stock items: May be cancelled before shipment with a full refund.
• Custom/made-to-order items: Subject to a cancellation fee based on production progress (typically 20-50% of the order value).

Exchange Policy

Looking for a different model? We offer exchanges for unopened dolls within 14 days. The exchange must be for an item of equal or greater value. The buyer is responsible for return shipping and any price difference.

Questions?

For return inquiries, defect claims, or cancellation requests, contact us at service@welodoll.com. Please include your order number in all communications for faster service.