Cancellation Policy

Your satisfaction is Dreamadolls constant pursuit. To ensure you enjoy a smoother and more worry-free shopping experience, we have established comprehensive After-Sales Service Policies designed to provide you with strong support and protection after your purchase.

A Friendly Reminder:

Before placing your order, We strongly encourage you to gain a thorough understanding of the product itself, as this will help you make a choice that best suits your needs. If you have any questions whatsoever about the product details, please don’t hesitate to contact us for clarification. Clear understanding upfront can effectively help avoid potential unnecessary complications later. Rest assured, once you become our valued customer, we are committed to resolving any after-sales matters you may encounter strictly in accordance with the policies outlined below.

Order Cancellation Policy

Cancellation Without Charge

Customers can cancel their orders free of charge within 8 hours after placing an order, and all refund fees are borne by the customer alone.

After 8 Hours

Orders are presumed to have entered the production phase. Cancellation is not allowed for special custom orders. For standard orders, cancellation fees may be imposed based on the stage of production and associated costs.

After Dispatch

Once the product has been produced, cancellation requests will not be entertained under any circumstances.

Order Modification Policy

Pre-Production

Orders can be modified free of charge before production begins.

Post-Production

Special custom configurations cannot be changed once production has begun, standard configuration modifications may have associated charges.

Post-Dispatch

Once the customer confirms shipment, no modifications will be allowed.

After-Sales Service Policy

Warranty period

30-day warranty period commencing upon delivery confirmation

Custom Orders (shipped from China)

Stock Orders (EU/US Warehouses)

 

Quality Issue Resolution Agreement

Pre-Acceptance Inspection – Customers are required to inspect products prior to accepting delivery. Quality-related defects must be reported within 3 calendar days of delivery confirmation.

1. Custom Configuration Discrepancies : Compensation for mismatched custom specifications will be issued based on the value of the affected component (exempt if the customer confirmed configuration accuracy during the post-production review).

2. Minor Cosmetic Defects : Repair kits will be provided for superficial damages (e.g., fractured nails, smudged makeup, minor surface cracks) identified during the initial unboxing process.

3. Skeleton Defects ：Non-human-induced Skeleton defects (as verified by factory technical assessment) occurring during the warranty period will result in a replacement unit shipped with all associated logistics costs borne by the authorized reseller.

4. Functional Impairments : Malfunctions of technical features (e.g., heating, sound, auto-vaginal suction) within the warranty period will result in a refund corresponding to the value of the impaired function.

 

Exclusions from Warranty Coverage

1. Damage caused by the user

  • Damage caused by misuse (such as improper operation, etc.) or normal wear and tear is not covered by the warranty.
  • Minor repairable damage caused by misuse, we will provide free repair glue, and all shipping costs are borne by the customer.

2. Material Staining

  • TPE/silicone material discoloration caused by external sources (e.g., contact with dark fabrics, dyes) is excluded from warranty coverage.
  • Complimentary stain removers will be provided for TPE products, with shipping costs incurred by the customer.

Logistical Compensation Terms

Post-Delivery Loss

Claims for lost items submitted after successful delivery confirmation will not be accepted.

 

Non-Signature Shipments

For shipments lacking signature confirmation, customers must submit a formal delivery dispute through the logistics tracking portal within 7 calendar days of the indicated delivery date. Compensation eligibility will be determined based on the carrier’s documented investigation report.

 

Inaccurate Delivery Information

Delays, loss, or failed delivery attributable to incorrect address or contact details provided by the customer, following a minimum of three documented contact attempts, will result in no liability being assumed.

 

We reserve the right to modify this policy at any time without prior notice. The most recent version of the policy will prevail and can be found on our website. Certain terms may be adjusted according to applicable local laws in your jurisdiction. Customers will be deemed to have accepted all updates by continuing to use our services after the revision of this policy is posted.

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