Refund Policy

Product Quality Assurance and Warranty Information

At SY Dolls, we take product quality extremely seriously. Every doll undergoes thorough inspection and testing before leaving our studio. If you notice any defects or damage upon receiving your doll, please contact us within 24 hours at services@sydolls.com. Please note that we do not offer refunds for any reason other than products damaged upon arrival.

Due to hygiene reasons, we cannot accept returns for used items. All returns will be inspected to ensure they are in new condition, as we do not place used items back into stock for resale. Returned items must be unopened, unused, unworn, and have all packaging or tags intact.

Warranty Procedure

While we manually check every product before shipment to ensure perfect condition, if you receive a damaged product or one with manufacturing defects, please follow these steps:

  1. Email customer support at services@sydolls.com, including your name, order number, and a description of the issue.
  2. Attach evidence (photos or videos) showing the defects.
  3. Our team will review your request and contact you as soon as possible.
  4. If the issue is due to our error or a manufacturing defect, we will take care of it promptly.

Please understand that due to the nature of our products, warranty claims for manufacturing defects must be made within 24 hours of delivery. Damage resulting from improper use of the product is not covered by the warranty.

Cancellations & Refunds

All sex doll products sold on sydolls.com are made-to-order. The following policies apply to refunds and returns:

  • If you change your mind or accidentally place an order, please contact us within 24 hours for a refund. A 10% processing fee will be deducted from your total order amount due to transaction costs incurred by our payment processor.
  • After the 24-hour window, production of your doll will commence. Cancellations at this stage will incur a restocking fee of 50% of the product's value. Refunds will be issued minus this fee and any applicable design, mold material, processing, makeup, or transaction fees.
  • Once an order has shipped, cancellation is not possible.
  • For orders that customers reject the packages when delivering or on the way, the customers should pay for the shipping fee. The shipping fee will be deducted from the total payment amount, and the rest of the amount will be refunded to the customers. Items sent back to us without first requesting a return will not be accepted.

Note: “Ready to Ship” dolls are dispatched immediately upon order placement, and the cancellation policy does not apply to these items.

If you have questions during the production process or wish to propose changes or upgrades, please contact our customer service via online chat or at services@sydolls.com.

Late or Missing Refunds (if applicable)

If you haven’t received your refund yet, please check your bank account again. Then, contact your credit card company, as it may take time for your refund to be posted. Next, reach out to your bank, as processing times can vary. If you’ve done all this and still haven’t received your refund, please contact us—we're here to help.

Exchanges (if applicable)

We only replace items if they are defective or damaged. To request an exchange, please send us your request along with a photo or video of the product. Depending on your location, the timeframe for receiving replacement items may vary.

Thank you for choosing SY Dolls!