Return Policy & Cancellation
1.Cancellation
Sex dolls are different from other products because they usually include customization options such as head makeup, body makeup, areola color and size, vaginal color and depth, etc. Cancellation will cause a very big loss to the manufacturer. Therefore, once your order is in production, then you can't cancel your order for free. Please read these terms carefully. After you place an order, we deemed that you accept these terms.
24 hours cooling-off period
For some special reasons, in order to give you the opportunity to cancel or modify the order. Within 24 hours after the payment of your order is completed, we will temporarily suspend your order and do not start the production.

1) Non-payment
We can cancel your order free of charge if you have not completed your payment.
2) Within 8 hours
From the time when your payment was completed, when you cancel your order within 8 hours, you can still apply for a refund, only charging the necessary refund fee of 10%. (this is because the credit card company will deduct a commission for every payment made on our website. This means that we need to be deducted twice, the first time when you pay us and the second time when we refund you.)
3) Within 24 hours
When your order payment has been completed more than 8 hours and less than 24 hours, at this time you propose to cancel the order, we will arrange for you to cancel the order and refund. There is a 20% handling fee. The refund process will be completed within one week and by default we will refund the money to your bank account according to the channel you paid. If you still have not received your refund after a week, please check your bank account or contact your bank as some banks have higher risk control levels for single payments of higher amounts and you will need to contact them to explain the situation in order to be successful. If you are still unable to receive your refund after checking with your bank, please contact sale@kumadoll.com for assistance.
* Please note that in-stock dolls cannot be cancelled after you have paid, as they processed immediately from our warehouse very quickly.
4) After 24 hours
If you do have to cancel the order for some special reason, after 24 hours of your order payment, we will charge 50% of the order value to cover the manufacturer's loss.
5) How long does it take to receive the refund.
After you have confirmed that you wish to cancel your order and receive a refund, we will begin the refund process, which will take approximately 1-2 days to complete.
Depending on how you paid for your order, our finance department will issue a refund to your PayPal account or credit card after deducting the appropriate processing fees.
If your order was paid with PayPal, you will receive a refund the same day the refund process is completed.
Please note that credit card orders are subject to double checking by both the payment company and the bank, so it can take up to 3-5 days for your credit card to be refunded after our refund process is complete.
2. Modify the order content
1) Within 24 hours
You have the right to modify all the options of the doll within 24 hours, or even replace it with another brand doll. This modification is completely free, but you will need to compensate for the price difference if there is a price difference between the doll you want to replace. For example, if you originally bought a $1000 doll, but you want to replace it with a $1200 doll, then you need to pay the price difference of $200.
2) After 24 hours
We will send your order to the manufacturer's product. Once the order is sent to the manufacturer, then you will not be able to change the brand of the doll again.
However, we are still willing to provide you with the right to modify some options. Options that you can still modify before the order production is completed, after production begins, include the following: eye color (except aotume customized eye), wig, areolar color and size, vagina color, fingernail color, toenail color, costume, accessories, etc.
If you wish to purchase additional single heads or other accessories such as eyeballs, wigs, etc., it is also acceptable as long as it is requested before the doll production is completed.
Options that you cannot modify at this time include: body and head skin tone, body and head textures, extra soften body, body makeup, standing, body skeleton, finger skeleton, heating function, vocal function, hair implants, eyebrows implants, pubic hair implants, vaginal type, etc. If you are not sure if this option can be modified, please contact sales@kumadoll.com for help.
3.Return
1. Dolls with customization options will not be returned,because they can't be sold again.
2. For standardized production of doll products, the product can be returned within 7 days after delivery to the destination.
The doll must be unused and in the same condition as when it was shipped. Dolls must be sent in their original packaging to the address we specify.
Please note that when the doll returns, you will need to clear customs, pay customs duties and shipping fees on your own, which may result in you having to pay a large sum of money as a result, so we do not recommend this.
3. If the sex doll is damaged during delivery, please do not use it. Please take pictures or videos as evidence in time within 24 hours of receiving the doll, and we will communicate with the manufacturer for you to seek a solution as well as a compensation program. In case the doll is seriously damaged, we will try our best to get a new doll for you. Please contact sales@kumadoll.com for help.
4. Since we will send you factory pictures to confirm before shipping, and we will only ship the dolls after you confirm that all the options are correct, please make sure you double check the pictures after seeing them to avoid such mistakes.
When you find that the doll you received is not the same as your order, please take pictures or video and contact us within 24 hours.