Refund Policy

BBWDOLL Return & Refund Policy

Thank you for choosing BBW DOLL! We are committed to providing each customer with high-quality products and a satisfying service experience. To ensure transparency and peace of mind throughout your purchase, we have established the following policies for order cancellations, returns, and refunds.

1. Order Cancellation Policy

Please Confirm Before Placing Your Order

To ensure a smooth shopping experience, we strongly recommend that you double-check the following before placing your order:

1

Whether the selected model and specifications meet your needs.

2

Whether you have viewed the factory photos or videos shown on the product page (if not, you may request them from our support team).

3

Whether you have consulted our customer service for additional suggestions or real user feedback.

Timeframe for Order Cancellation

  • Within 12 hours after payment: We can cancel your order and provide a full refund.
  • After 12 hours: For custom-made products, we begin material preparation and production within 12 hours of payment. Once this process starts, cancellation and refund are no longer possible, so please confirm all details carefully before submitting your order.

Special Notes on In-Stock Products

  • Before shipment: Cancellation is allowed within 12 hours of payment.
  • After shipment: The order cannot be canceled. Returns are subject to approval and shipping, packaging, and handling fees will be deducted.

📦 Out-of-Stock Situations

If an in-stock item is unavailable due to inventory issues, we offer two solutions:

  • Free replacement with another product of equal or different value (price differences will be refunded or charged), plus a free gift as compensation.
  • Full refund of 100% of the purchase amount.

2. Return & Exchange Policy

Eligible Cases for Return/Exchange or Full Refund

You can request an exchange or refund within 24 hours of receiving your product, subject to the following conditions:

  • Product has obvious damage or structural defect: Please inspect the doll upon delivery and provide clear photos or videos in unused condition.
  • Received product does not match description: Such as incorrect model, color, or significant size differences.
  • Final product differs significantly from pre-shipment confirmation photos: For custom orders where the confirmed preview differs greatly from the delivered item.
⚠️ Important: Please inspect the packaging and the product upon receipt and before use. We highly recommend taking unboxing photos or videos as proof for any claims.

Cases Not Eligible for Return/Exchange

The following situations are not covered by our return policy:

Not Supported Reason
Minor craftsmanship marks Such as injection points, mold seams, or slight surface flaws – these are common in handmade products and do not affect use.
Eyelash or nail detachment May occur during shipping and can be easily fixed with glue; not considered quality issues.
Slight makeup differences Each doll is hand-painted and unique; unless significantly different, it’s not considered a defect.
Damage caused by user Including but not limited to forceful pulling, joint overextension, scratches, tears, etc.
Products that cannot be resold Any doll that has been used (even once) cannot be returned for hygiene and resale reasons.
Customized orders Products with custom skin tones, nipple sizes, labia colors, etc. are not eligible for return unless they have functional defects or major discrepancies from the description.

3. Refund Guidelines

💬 Contact BBW DOLL Customer Service First: We strongly encourage you to contact us directly for any after-sales issues.
Please avoid initiating a chargeback or payment dispute, as this may cause delays, affect your account credibility, or even incur additional fees. We promise to resolve your concerns actively and efficiently, with your best interests in mind.

Refund Timeline

Once your order cancellation or return is confirmed valid, we will process your refund through the original payment method:

Payment Method Estimated Processing Time (Business Days)
Credit / Debit Card 3 - 7 business days
PayPal Approx. 3 - 7 business days
Klarna Installments Approx. 3 - 7 business days

💡 Refunds will be credited to your bank account via the original payment method within 7-15 days of approval.

If your refund has not arrived within the expected time frame, please contact us for the transaction reference number and provide it to your payment provider or bank for further assistance.

Contact Customer Support

Thank you again for choosing BBW DOLL. If you have any questions or suggestions, feel free to contact our customer support team — we are always here to provide you with a high-quality service experience.