Return & Refund Policy

At ZELEXDOLL, we stand by the quality of our products. If your purchase does not meet your expectations, please review the policy below.

Note: This policy complements your rights under applicable consumer protection laws.

1. Order Change or Cancellation (Before Dispatch)

If you need to change or cancel your order, please contact us as soon as possible before dispatch to avoid any additional fees.

  • Within 8 hours of payment: Orders may be cancelled for a full refund. For non-PayPal payments (including Airwallex – Cards and Local Payment Methods), a 10% processing fee applies.
  • After 8 hours and within 24 hours of payment: Orders may be cancelled for an 80% refund (no additional processing fee applies, regardless of payment method).
  • After 24 hours of payment: Orders cannot be cancelled.

All orders are processed within 24 hours. For custom dolls, production starts immediately; for stock dolls, the shipping process also starts. Once processing has commenced, orders cannot be changed or cancelled.

2. Non-Refundable Processing Fees

Payment processing fees apply to online transactions. If an order is cancelled within the eligible period and paid via a non-PayPal method, the processing fee is non-refundable. These fees are charged by the payment provider at the time of the original transaction and cannot be reversed.

Example:

If your order total is $100 and you request a full refund for personal reasons within 8 hours, the refunded amount may be $90 after deducting the $10 processing fee.

Fee Exemptions:

The 10% transaction fee will not apply if the refund is due to reasons on our side, including product quality issues, stock unavailability preventing shipment, incorrect item shipped, or other confirmed errors caused by us. In such cases, a full refund of the original purchase amount will be issued.

3. Returns and Exchange Policy

Inspection & Reporting

Carefully inspect your doll upon receipt for appearance, function, and packaging integrity. If you find any issues or are dissatisfied, contact us within 24 hours and provide detailed photos or videos via email: service@zelexdoll.com

Problem Solutions

  • Received the wrong doll: Provide photos of the doll, head, shipping label, and packaging. We will arrange a replacement after confirmation.
  • Damaged doll: Contact us immediately. Depending on the damage, we will provide a repair kit, replacement product, or refund.
  • Lost package: Notify us immediately. Most packages require an adult signature for safe delivery.

Special Notes

Hygiene & safety: Adult products are generally not accepted for returns. Returns are valid only if the doll is new, unused, and unopened.

Customized products: Cannot be returned unless there is a quality problem.

User damage: We cannot provide replacements for damage caused by improper use or handling. Sex dolls are not indestructible; proper cleaning and maintenance are essential. Please refer to our cleaning and maintenance guide to keep your doll in top condition.

4. Processing Refunds

Approved refunds will be processed within 7 business days and issued to the original payment method. Refunds typically appear within 5–10 business days, depending on your bank’s processing times.

If you do not receive a refund, please contact us with the refund reference number. We will assist you in following up and provide necessary information to your bank or payment service provider.

We are committed to providing every customer with a safe and enjoyable shopping experience. If you have any questions or need assistance, contact our customer service team. We will fully support you and ensure your issue is resolved.