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Purchase Guarantee of www.kumadoll.com

Quality Control
All our dolls are carefully checked for quality and defects before shipment. In addition, they are packed in such a way as to preserve the complete privacy of your package. We always make sure that your order is delivered in the shortest possible time and in the best possible way.



Damages & Warranty
We do not offer refunds for any other reason other than a product damaged on arrival.


After receiving the package, we strongly advise you to carefully check the doll for defects or breakages before using it for its intended purpose. In case you find small or insignificant defects, let us know(do not forget to include images and videos) - and we will help you fix them using the repair kit that comes with the product by default.

If the breakage or defects are serious, such as broken limbs or a head, contact us immediately and we will take actions based on the situation.

If the damage is due to improper use and storage of the product, you are not eligible for any return or exchange.

You must have common sense and take care of the item to avoid any damage to the product.

If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.

 

What is not covered under the guarantee?

User damage – the warranty does not apply if the breakage occurs due to improper use or storage of the doll. Please remember that we check every product carefully before shipping.

To avoid wear or damage to the doll, please read the rules of care and storage here.

Used Dolls – any dolls which have been used will not be eligible under the guarantee.

Skin imperfections – every doll is hand crafted and it’s normal that the skin color might  look slightly different from one doll to the next.

Finger & Toe Nails – nails may fall off during delivery or over time, as we use a small amount of glue so that you can remove or repaint them at will. Just use TPE safe glue to re-atach them on your own.

Loose Eyelash – a protective eye mask is protecting dolls eyes during shipping, as it's a delicate area. If the eyelash falls off, you can re-attach it with TPE safe glue on your own.

Makeup Difference – Makeup is applied to each doll by hand, so it may look slightly different from the photo. But this is what makes this doll unique. If you do not like it, you can always erase it and apply any to your desire.

If you find any major problem with your order, please let us know via live chat

 


Order Change Or Cancellation
Order processing starts within 24 hours of receipt of your order if not sooner, so please make sure your order is correct before you hit the submit button. If we have begun processing your order, and you still wish to cancel your order, you will be charged a 20% cancellation fee for your canceled orders. This amount will be deducted from the refund processed to your card in the event we have already processed your credit card for shipping.


However, you will not be charged any fees to add items, change items, or canceled your order anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.

 

Return Policy  Cancellation

We accept order cancellation before the product is shipped (in-stock dolls) or produced (custom dolls). If the order is cancelled you will get full refund. We will not be able to cancel the order if the product is shipped out.

Return

The product can be returned within 14 day after the product was delivered to the destination. To be eligible for a return, the doll must be unused and in the same condition as it was delivered. It's mandatory that the doll must be in the original packaging. The customer also has to provide a receipt or proof of purchase. DO NOT send the package back to the manufacturer. Custumers will be charged only for shipping cost (including returns). No restocking fee to be charged.

Custom dolls are not eligible for returns. If the doll is defective or damaged, we will not replace the doll, but we will provide the neccessary support, based on the damage. For more information see Purchase Guarantee

Refunds

Once we will receive and inspect  your return, you will get a notification via e-mail. You will also be notified if your refund is approved or rejected. If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment within 30 days.

Late or missing refunds

If you did not receive your refund, first check your bank account again. Then contact your credit card company, it might be a delay before your refund is officially posted. Next contact your bank, there's often some processing time before a refund is posted. If you have done all these steps and you still did not receive your refund, please contact us to get the return address.

 

 

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