At urShydoll, we are committed to delivering high-quality realistic adult dolls made with premium TPE or silicone materials. We understand that purchasing an intimate product online requires trust, and we aim to handle any concerns with transparency, fairness, and care. Our policy is designed to protect both your satisfaction and product hygiene standards. Please read it carefully before placing an order.

 

Cancellation

You may request cancellation within 24 hours of purchase for most orders, subject to a restocking fee (typically 10-20% depending on production stage). Custom dolls may incur higher fees (up to 30%) once materials are allocated or production begins. After 24 hours or once shipped, cancellations are not accepted—please refer to our Return section. To cancel, contact our support team immediately with your order number.

 

Return

Inspection Upon Receipt

 Please thoroughly inspect your doll immediately upon delivery. Record a full unboxing video showing the outer box, shipping label, entire doll (head to toe), and all accessories. This video is required for any return, exchange, or claim. Report any issues within 48 hours via our support ticket or email [email protected]. Failure to provide clear unboxing evidence may result in denial of your request.

Returns and Exchanges – Quality Issues Only

For hygiene and safety reasons, we do not accept returns on used or opened dolls intended for intimate use. Returns or exchanges are considered only for verified manufacturing defects or significant discrepancies from the product images/description (non-human-caused damage).

  • Non-human-caused quality problems (e.g., factory defects in material or assembly): We will cover the return shipping cost to our facility (or provide a prepaid label where possible) and arrange a replacement or full refund (minus original outbound shipping if applicable). You are responsible for securely packaging and shipping the doll back to us.
  • All returns must be in original packaging, unused, and accompanied by the unboxing video plus clear photos/videos of the issue.

Damage During Use or Handling

We encourage proper care to maximize your doll’s lifespan (detailed maintenance guide included with every order).

  • Minor/localized damage (e.g., small tears, light staining from normal use): Contact our customer service with photos and description. We will provide a repair kit (nursing/repair package) at no cost and send detailed repair instructions via video or guide.
  • Severe damage (e.g., broken skeleton, large-area staining, or extensive tearing): Even factory repair may leave visible scars and is not recommended. In such cases, we may offer a discounted replacement option rather than repair. We strongly suggest gentle daily maintenance—avoid excessive force, use recommended powders/lubricants, and store properly—to significantly extend the doll’s life.

 

Refund

Approved refunds will be issued to the original payment method within 7-14 business days after we receive and inspect the returned item. Deductions may include:

  • Original outbound shipping fees (if not covered under quality claim).
  • Any applicable restocking or handling fees (15-25% for eligible returns).
  • Transaction fees charged by payment processors.

Refunds will not be issued for dolls that show signs of use, improper handling, or missing accessories. We reserve the right to deny claims where evidence is insufficient.

 

 

Important Notes

  • This policy applies to standard purchases. Custom orders have stricter modification windows (usually 48 hours).
  • We comply with applicable regulations in major markets, including U.S. consumer product safety requirements and EU GPSR general product safety rules. However, due to the intimate nature of adult dolls, most jurisdictions treat them as final-sale hygiene-sensitive items once opened.
  • For EU customers: While distance selling rules generally provide a 14-day withdrawal period, adult products are often exempt when unsealed for health protection reasons. We recommend reviewing local rules.
  • Privacy: All returns are handled discreetly; no sensitive details appear on labels or communications.

If you have any questions before or after purchase, please reach out—we are here to help. Thank you for choosing urShydoll. Your satisfaction and trust matter to us.

 

Last updated: April 2026