Cancellations & Return

ORDER CANCELLATIONS & REFUNDS

Refunds within 12 hours of payment (90%)

Refunds for any reason, within 12 hours of payment will incur a 10% fee. This is because we are charged a 10% payment processing fee from our payment gateway, which is non-refundable. This means that any order which is cancelled, automatically costs us 10% of the order total and is non-refundable in the event of a cancellation. So please be aware that order cancellations before 12 hours have passed, for whatever reason, will incur a 10% fee and you will be refunded 90% of the order value to the original payment method. 

Refunds within 24 hours of payment (60%)

All dolls are custom made to order and immediately sent for processing as soon as payment is received. In stock dolls are dispatched immediately, therefore, picking and packing and courier fees are automatically incurred. For this reason all customers are allowed only 24 hours in which it would be possible to cancel an order subject to a 30% cancellation fee with the addition of the non-refundable 10% payment processing fee mentioned above. This means that any cancellation within 48 hours of payment will incur a 40% fee. This means that you will only be entitled to a 60% refund of your original order value.  

Refunds after 24 hours of payment (under 75%) 

Once 48 hours have passed it is then no longer possible to cancel any order, as the doll will be well into production or on it's way to you and so high costs have already been incurred. If you still wish to cancel your order, the maximum amount that can be refunded will be 25% of your order value. Once your approval images have been sent to you, there is absolutely nothing we can do and you will not be entitled to any refund. 

Refunds after your order has arrived

Due to the nature of the product; with strict hygiene laws and pre-customization on most orders we will not be able to refund or allow a return for any reason, with the below exception:

The only exception to this is when a product is damaged on arrival. We will need images of the damage to assess the claim before we decide if it has in-fact been damaged during transit. 

All dolls are custom made to order and immediately sent for processing as soon as payment is received, for this reason all customers are allowed only 24 hours in-which it would be possible to cancel an order subject to a 10% cancellation fee. Once 24 hours have passed it is then no longer possible to cancel any order as the doll will be well into production and high costs will be incurred.

We do not offer refunds for any other reason other than a product damaged on arrival. We will need images of the damage to assess the claim before we decide if it has in-fact been damaged during transit.

Damage and/or imperfections upon arrival – SD Guarantee Terms

For the SD guarantee to be valid, any discrepancies found with you items must be reported to us within 24 hours after receiving your doll. Contact us, or email support at support (at) addolls.com

When reporting any issues, please be sure to include as much detail  in your description as possible with detailed photo evidence. 

Returns

 

Damages & Warranty

– Wrong Dolls – When you receive the doll and you find it looks absolutely different from the real photo or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check to our factory and shipping carrier, and arrange a new replacement for you.

– Damaged Dolls – You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depends on how severe damage it is. For slight damage, we will provide all the necessary kits to help you fix the item.

So you must inspect it from head to toe before using it on receipt of the doll. This is very important. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at sales@moon-doll.com.We can then work to resolve the issue.

If the item is damaged due to improper use, 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.

We appreciate any feedback as well as it can help usto avoid a repeat of these issues in the future.

What is not covered under the guarantee?
– User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered. To learn more about caring for the dolls, please visit this page.
– Used Dolls – Any dolls which have been used will not be eligible under the guarantee.
Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.
– Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
– Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
– Makeup Difference – We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.
– Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping. (never disconnected if used in an appropriate way.)

***DO NOT FILE A CLAIM WITH YOUR PAYMENT CARD OR RETURN THE PACKAGE DIRECTLY. If you want to cancel your order or return your package, send us an email to talk things over. The shipping address on the package box is not available for returning made-to-order and in-stock orders. Please make sure the doll is brand new and never be used before you return it to us.

LIMITATIONS

It is very important that you report any problems to our support team before using the doll. Due to strict hygiene regulations, we are not able to replace or refund any item which has been used by the customer.

Furthermore, we will not cover the following:

Skin imperfections – as each doll is hand crafted, there may be very small differences in the skin from one doll to the next. These are completely normal and doll owners usually refer to these as “characteristics” which give their doll a unique feel. Although any major defects are found during our quality control inspection, if you discover anything we may have missed, please let us know.

Nails – as nails are loosely adhered to the skin to allow each customer to remove, paint and re-attach, we cannot cover loose nails as they are shipped like this for a reason.

Make-up – each dolls make-up is applied by hand, this means that very slight differences in make-up are completely normal. However, should you find a major problem, please do let us know.

Eyelashes – each doll comes with a a protective eye mask as this is a delicate area. If anything becomes loose, simply re-attach using TPE safe glue.