Overview

• Most Allure Doll products are made-to-order or involve personalized specifications (e.g., body, head, makeup, skin tone, options). For hygiene and customization reasons, our returns and refunds differ from everyday consumer goods.
• This policy sets out when you can cancel, return, exchange, or seek compensation, along with evidence and timelines required.

1. General Eligibility Rules

• Made‑to‑order nature: Many dolls are produced specifically for your order. Returns are limited to the cases described in this policy.
• Condition on return: Unless otherwise agreed, items must be unused, unwashed, and in original packaging with all protective films, labels, and accessories intact. Any sign of use, contamination, modification, or missing parts can void eligibility or reduce the refund.
• Evidence required: For quality issues, damage, or mismatches, you must provide unboxing photos/videos clearly showing the outer carton, shipping label, full body and head, accessories, and the issue itself.
• Timelines: For incorrect, missing, or damaged items, contact us within 24 hours of delivery with the required unboxing evidence.

2. Order Cancellations (Pre‑Shipment)

2.1 Custom‑Made Orders

• Cancel within 8 hours: Full refund, no fees.
• Cancel between 8–24 hours: 5% processing fee (covers order handling and resource allocation).
• Cancel after 24 hours: The order likely entered production or shipping prep. A cancellation fee of 5%–40% may apply based on actual progress and incurred costs. We will advise the current production stage and estimated completion.
  Note:
• Some brands/lines can complete production rapidly (often within 48 hours). Please review your order carefully before placing it or promptly after.

2.2 In‑Stock (Local Warehouse) Orders

• In‑stock items are typically processed and shipped quickly, often the same or next business day. Cancellation is not guaranteed once processing has started.
• If you still wish to cancel, contact us before delivery and refuse the package upon arrival. Once returned and inspected, we will refund the order amount minus actual logistics costs (two‑way shipping, handling, packaging). As a rough reference, the refund may equal approximately 75% of the order amount, but final calculation depends on actual costs.

2.3 How to request cancellation

• Email info@alluredoll.com with your order number and “Cancel Order” in the subject. We’ll confirm eligibility and applicable fees based on timing and order status.

3. In‑Transit Refund (Refuse on Delivery)

• If your order has shipped and you want a refund, contact us before it arrives. We will guide you to refuse the parcel.
• After the package returns and passes inspection, we refund the balance minus all incurred shipping costs (both ways), return handling fees, and any import/export duties or taxes charged in transit.

4. Post‑Delivery Returns & Refunds

4.1 Unused/Unopened Dissatisfaction Returns

• If you are not satisfied on receipt and the item is unused:
  1. Within 24 hours of delivery, record a full unboxing video and photos showing the sealed packaging, labels, and unused condition.
  2. Email info@alluredoll.com to request approval and the correct return address. Do not return to the sender address on the carton.
  3. Ship back in original packaging. You bear return shipping and any duties/taxes arising from the return.
  4. After inspection, we refund the order amount minus original and return shipping, handling, and any duties/taxes paid by us.

4.2 Product Quality Issues

• Contact us immediately upon unboxing with clear photos/videos. We will provide a prompt solution.

4.2.1 Minor Damage on Arrival

• Examples: detached eyebrows or nails, light makeup wear, small skin cracks, slightly protruding finger wires.
• Resolution: Compensation of $10–$100 equivalent depending on severity, or replacement parts/repair kits.

4.2.2 Severe Damage on Arrival

• Examples: significant skin tears, broken limbs/major parts, severe dents/holes from transit.
• Resolution: Full refund or free reshipment. We cover return shipping. Keep the outer carton, inserts, and shipping label for the claim.

4.2.3 Functional/Accessory Errors or Omissions

• Wrong/missing custom options or accessories: We compensate at 2× the value of the wrong/missing options, or send/replace the parts. If the option was a free add‑on, we compensate at a minimum of $20 or ship the missing item.
• Main product mismatch: If the body/head received is fundamentally different from the product shown, provide unboxing proof within 24 hours. We will replace and cover all shipping or refund in full.

4.2.4 Major Non‑Human Defects Within 30 Days

• If within 30 days of receipt the doll suffers serious non‑human damage such as fractures in core skeletal parts (torso, thighs, etc.) or extensive skin cracking due to material/quality issues, we will offer partial or full compensation depending on severity (repair, parts, exchange, or refund).
• Note: Certain special features (e.g., heating, powered hips/suction/moaning) are excluded unless explicitly covered in your order confirmation. Please test such features upon receipt.

5. Wrong Item, Missing Options, or Lost Packages

• Wrong item or missing options: See 4.2.3 for remedies and compensation. Notify us within 24 hours with unboxing evidence.
• Lost packages: If tracking shows delivered but you did not receive it, promptly file a claim with the carrier and notify us. We will assist and arrange compensation or reshipment based on the investigation outcome.

6. Delivery Delay Protection

• If delivery exceeds 60 working days from the date all custom details were confirmed, you may choose a full refund or a free replacement shipment (choose one).
• Exceptions:
  • Orders with powered features, oral function, implanted hair, or complex customizations where extended timelines were agreed in advance.
  • Production/holiday scheduling impacts for China‑origin shipments.
  • Brands/lines with long standard production cycles (e.g., certain Fanreal/Starpery/Elsababe series) disclosed at purchase.
  • Delays caused by recipient inaction (not clearing customs, unreachable phone, refusals, missed pickups). We cannot be responsible in such cases.
• Overseas warehouse service levels:
  • US warehouse: typical max 10 days to deliver; claims eligibility begins at 20 days.
  • EU/CA warehouses: typical max 15 days; claims eligibility begins at 30 days.
  If an overseas warehouse is out of stock, we will notify you within 2 business days; claims timing starts from your final confirmation date.

7. Non‑Returnable / Non‑Refundable Items

• Used items or items not in original, unused condition.
• Hygiene‑sensitive items that are unsealed/used (e.g., torsos, heads, inserts), unless verified DOA or severe transit damage.
• Customized/personalized products except as expressly covered under errors, omissions, or verified defects.
• Clearance/“as‑is”/explicitly non‑returnable items labeled on the product page.
• Optional services (rush production, special carrier requests, shipping protection, gift wrapping) once rendered.

8. Return Authorization (RMA) & How to Return

• Step 1: Email info@alluredoll.com with your order number, issue description, and required photos/videos. For damage/mismatch claims, do this within 24 hours of delivery and include unboxing proof.
• Step 2: We will provide an RMA and the correct return address. Do not ship to the carton’s sender address.
• Step 3: Pack securely in original packaging with all components. Write the RMA on the outer box.
• Step 4: Provide the return tracking number within 3 business days of RMA issuance.
• Step 5: Inspection and resolution. We’ll confirm acceptance and issue the approved refund, replacement, or compensation.

9. Refund Method & Timing

• Approved refunds are issued to the original payment method (credit/debit card, etc.).
• Timing: Typically 5–10 business days after we confirm return receipt and inspection, subject to your bank/card processor’s posting time.
• Deductions: Where applicable, we deduct original/return shipping, handling, refurbishment, and any duties/taxes borne by us, except where sections 4.2.2 or 4.2.3 specify otherwise.

10. Duties, Taxes, and Fees

• For returns or refused shipments due to personal reasons, you are responsible for any import/export duties, taxes, and carrier return fees unless the return is due to our error or verified severe damage/wrong item.
• If you requested special services (e.g., DDP routes, specified carriers), associated fees are non‑refundable once provided.

11. Important Notes & Disclaimers

• Inspect on arrival: Check your doll head‑to‑toe before use. If you have any issue, contact us within 24 hours with detailed photos/videos.
• Normal variations not considered defects: Minor differences in wig, eye color, makeup, or skin shade may occur due to lighting, screens, or craftsmanship; these are not valid reasons for free returns. If you still choose to return for such reasons, section 4.1 applies and you bear related costs.
• Not covered: User damage, signs of use, re‑make preferences (e.g., makeup style differences), and features damaged due to misuse (e.g., cables disconnected during use). For heating/moaning or similar options, test on receipt.
• Do not file a chargeback or mail returns to the sender address: Contact us first to avoid delays or misrouted parcels. Unauthorized returns may be rejected and lead to extra fees.

12. Contact Us

• Email: info@alluredoll.com

By placing an order, you acknowledge and agree to this Return & Refund Policy. If there is any conflict between this policy and your order confirmation or checkout terms, the latest written confirmation prevails. Allure Doll may update this policy at any time to reflect legal or operational changes.