PBDOLL Refunds Are Divided Into the Following Situations

Important: If you would like to return your order, please contact us first at [email protected] to obtain the correct return address.

01. Quality Guarantee

To ensure that you receive a high-quality product, we carefully monitor the manufacturing process and perform a final quality inspection before shipment. When your doll arrives, please inspect it carefully before use.

If you discover a quality issue caused by manufacturing or transportation, such as damage or breakage, please take clear photos, do not use the product, and contact us at [email protected] within 3 days of delivery.

Once a qualifying quality issue has been confirmed, our customer service team will work with you to determine an appropriate solution, which may include replacement or refund options.

A 50% restocking fee may apply where applicable. Used products are not eligible for refund.

02. Damages & Warranty

Refunds are generally provided only for qualifying product defects or damage identified upon arrival.

Report Problems Within 24 Hours

If you receive a defective or damaged product, please contact us within 24 hours. Include clear photos, videos, your order information, and a detailed explanation of the issue whenever possible.

We strongly recommend inspecting the product thoroughly from head to toe before use. This helps ensure that any manufacturing or shipping-related issue can be documented accurately.

Damage caused by improper use, incorrect storage, accidental damage, misuse, or failure to follow product-care instructions is not eligible for return, exchange, or refund.

We also appreciate detailed customer feedback, as it allows us to work with our manufacturers to improve product quality and reduce similar issues in the future.

03. Returns & Defective Items

A. Defective Items

If you selected the default product options and the doll you receive significantly differs from the primary product image, please contact our customer service team after delivery.

Depending on the nature of the issue, we may arrange a replacement, provide replacement parts, or offer another appropriate solution. If a return is required, the product must be sent back within 14 days after delivery.

For hygiene reasons, only unused products are eligible for replacement or return.

Please note that choosing custom options such as skin tone, eye color, wig, body configuration, or other personalized features may cause the finished product to differ from the product-page photos.

Because each doll is individually manufactured and finished by hand, minor variations are normal and are not considered product defects.

Normal Product Variations

Minor Skin Color Differences or Blemishes – Slight color variations and minor surface marks may occur as part of the TPE or silicone molding process. Product appearance may also vary slightly depending on lighting and display settings.
Mold Marks – Minor marks may appear around injection points or mold seams. These are a normal result of the manufacturing process and may be more noticeable on certain silicone models.
Finger and Toe Nails – Nails may occasionally become loose during transportation. They can normally be reattached using suitable nail adhesive.
Eyelashes – Eyelashes may loosen during shipping and can generally be reattached using an adhesive suitable for TPE or silicone.
Nipples – Some details are finished or painted by hand, which may result in minor differences in shape, color, or symmetry.
Implanted Hair – Where natural hair is used, small color or texture variations may occur between individual implanted hairs.
Neck Connection – Unless a one-piece model is selected, a visible connection or small gap may appear between the head and neck.
Makeup Differences – Makeup is applied by hand, so slight differences from product photos are normal. Customers may request pre-shipment photos where available, although this may slightly delay dispatch.

Important Care Reminder: Please read our FAQ and product-care instructions carefully. Damage caused by improper storage, excessive heat, incorrect positioning, misuse, or customer negligence is not covered.

04. Order Changes or Cancellation

Order processing generally begins within 12 hours, so please review all product options and order information carefully before completing your purchase.

Within 6 Hours

If you need to cancel your order because of an ordering error, please contact us within 6 hours. A 5% transaction fee may apply.

After 6 Hours

If production or order processing has already begun, cancellation may result in a 20% cancellation fee .

Production Completed

If manufacturing has already been completed and you still request cancellation, a 50% cancellation fee may apply.

Once an order has been shipped, it can no longer be canceled.

05. Undeliverable Orders

Please enter your shipping information carefully when placing your order. The address you provide will be used to create the shipping label.

Orders returned to us because they are undeliverable may be subject to a 60% processing fee , and original shipping charges will not be refunded.