Cancellations & Returns

Full-size dolls are intimate products, and most FullSizeDoll orders are made or configured specifically for the customer. Cancellation and return eligibility therefore depends on the order type, production stage, product condition and reason for the request.

The most important rules are:

An order may be cancelled before production begins, subject to payment-processing and currency-conversion deductions.
A customized order generally cannot be cancelled after production begins.
An overseas-warehouse order may be cancelled free of charge within 24 hours if warehouse processing and carrier handover have not begun.
Used, opened or hygiene-unsealed dolls cannot be returned.
Shipping damage, a wrong product or missing accessories must be reported within 48 hours.
A concealed manufacturing defect must be reported within 7 days.
Every return requires written authorization from FullSizeDoll.
Never send a product to a factory, warehouse or other address without our written return instructions.

If your order has a problem, preserve the product, packaging, shipping label and all accessories before contacting us.

Cancelling an Order Before Production Begins

An order may be cancelled after payment but before the configuration has been confirmed and production has begun.

Approved pre-production cancellations are subject to deductions for payment-processing costs, currency-conversion losses and related transaction expenses. The normal deduction is approximately 5%–8% of the order value, depending on the payment method, currency and actual cost incurred.

Cancelling a 30% Deposit Order

A 30% deposit may be refunded when the cancellation request is approved before configuration confirmation and production.

Payment-processing fees, currency losses and related transaction costs will still be deducted from the refundable amount.

Once the configuration has been confirmed and the order has entered production, the deposit is normally non-refundable.

Cancelling a Custom Order After Production Begins

Customized dolls are produced according to the customer’s confirmed body, head, material, skin color, makeup, eyes, wig, skeleton, functions and other selected options.

Once production begins:

The order normally cannot be cancelled.
The deposit is normally non-refundable.
Completed production work and committed materials cannot be transferred easily to another customer.
A change of mind does not create an automatic right to cancel or receive a refund.

In an exceptional case, FullSizeDoll may review whether part of the payment can be refunded after deducting development, materials, production, customization, labor and other costs already incurred.

Any exceptional refund is assessed individually. The amount depends on the production stage and the actual cost of the order and must be agreed between the customer and FullSizeDoll.

Submitting a cancellation request does not mean that the request has been approved.

Cancelling a Completed Order Before Shipping

Once the customer has received factory photographs, reviewed the completed product and confirmed that it matches the selected configuration, the order is considered completed.

At this stage:

Cancellation and refund are normally unavailable.
The customer may request a correction only if a visible detail is materially outside the confirmed configuration.
Any correction must remain technically possible and within the original configuration.
A new preference or change of mind is not considered a production error.
The remaining balance must be paid before packaging and shipment.

Exceptional cancellation requests are assessed in the same way as cancellations made after production begins. Development and production costs will be deducted before any possible refund is considered.

For more information about production, factory photographs and final payment, read our Production and Shipping Process.

Cancelling an Overseas-Warehouse Order

An in-stock overseas-warehouse order may be cancelled free of charge within 24 hours after purchase, provided that the warehouse has not completed processing, created the shipping label or handed the package to the carrier.

If a Shipping Label Has Been Created

If the warehouse has created the shipping label or started fulfillment but the carrier has not collected the package, the order may still be cancelled when operationally possible.

A warehouse handling or cancellation fee will be deducted according to the actual cost already incurred.

After Carrier Handover

Once the package has been handed to the carrier, the order can no longer be cancelled.

The customer may request a return after delivery, but:

Return approval is not guaranteed.
The product must remain unopened, unused and hygiene-sealed.
Warehouse handling and logistics costs may be deducted.
Customer-requested returns are subject to the conditions and fees in this policy.

Refusing delivery does not automatically qualify the order for a full refund. Costs caused by refusal, failed delivery, return transportation or warehouse processing may be deducted.

Change-of-Mind Returns

FullSizeDoll does not generally accept returns because a customer changed their mind after receiving the order.

Full-size dolls are highly personal products. Many orders are customized, and hygiene safety prevents an opened or used product from being resold.

In limited circumstances, FullSizeDoll may consider a discretionary return for a standard in-stock product when all of the following conditions are met:

The product was not customized.
The shipping carton and product packaging remain intact.
The product has not been opened, used, cleaned, tested or modified.
Every hygiene seal remains intact.
All accessories, documents, packaging and promotional gifts are present.
The customer contacts FullSizeDoll before returning anything.
FullSizeDoll provides written return authorization.

A discretionary change-of-mind return is not an automatic entitlement. Approval depends on the product, warehouse, destination, condition and available return route.

If approved, the customer is responsible for:

Original shipping charges.
Return shipping charges.
Full-value transportation insurance.
Import duties, taxes and customs expenses.
Carrier handling fees.
A 20% restocking fee.
Any loss in value caused by incomplete packaging or missing items.

Products That Cannot Be Returned

Unless required by applicable law or approved because of a verified major defect or incorrect product, the following items cannot be returned:

A doll that has been opened or had its hygiene seal removed.
A doll that has been used, tested, cleaned or disinfected.
A customized body or head.
A custom skin color or makeup configuration.
A 1:1 replica product.
A product with implanted hair.
A product fitted with heating, AI, voice or mechanical functions.
An opened head or torso purchased separately.
Intimate accessories.
A product that has been modified or repaired without authorization.
Clearance products.
Special-price products.
Products marked as final sale.
A product damaged by incorrect handling, cleaning, storage or transportation.
A product returned without prior written authorization.

Customization includes any option selected or produced specifically for the customer, even if that option is also available on another product page.

Minor Handmade Differences Are Not Defects

TPE and silicone dolls are handcrafted products. Minor variations can occur between the delivered product, factory photographs and website images.

The following are not normally considered major defects:

Slight differences in skin tone.
Minor makeup or color variation.
Small mold seams or injection marks.
Small measurement differences.
Minor variations in texture.
Loose or displaced eyelashes or nails that can be repaired.
Small marks caused by normal packaging pressure.
Differences caused by lighting, photography or display settings.
Reasonable weight changes caused by selected material or functions.

FullSizeDoll will review the evidence when a customer believes a difference is substantial.

Reporting a Delivery Problem

Inspect the package and product immediately after delivery. Record a continuous unboxing video before opening the carton.

Report Within 48 Hours

The following issues must be reported within 48 hours after delivery:

Visible external packaging damage.
Product damage caused during transportation.
Wrong product.
Wrong body or head.
Missing accessories.
Missing ordered components.
A materially incorrect configuration visible during unboxing.

Do not use, clean, repair or modify the product before FullSizeDoll has reviewed the evidence.

Report a Concealed Manufacturing Defect Within 7 Days

A manufacturing problem that could not reasonably be identified during the initial visual inspection must be reported within 7 days after delivery.

The customer must explain why the problem was not visible during unboxing and provide photographs or video showing the issue.

Problems reported after the applicable period may instead be assessed under the relevant warranty or aftercare terms.

Transportation loss, theft and delivery problems are handled under our Shipping Protection Policy.

Evidence Required

Depending on the issue, FullSizeDoll may request:

Order number.
Customer name and contact details.
Tracking number.
Photographs of every side of the unopened package.
Clear photographs of the shipping label.
A continuous unboxing video.
Full-body photographs.
Close-up photographs or videos of the issue.
Photographs of all received accessories.
A function test video.
Carrier documents or a case number.
Proof that the product remains unused.
Photographs showing intact hygiene seals.
Additional evidence reasonably required to verify the claim.

An unboxing video should begin before the carton is opened and show the shipping label, seals, exterior condition, opening process, internal packaging, complete product and accessories.

Edited, incomplete or unclear evidence may delay the investigation or prevent FullSizeDoll from confirming what happened.

Return Authorization Is Required

Do not return a product without written authorization.

Before sending anything:

Contact FullSizeDoll through our Contact Us page.
Provide the order number and complete evidence.
Allow our team to review the request.
Receive a written decision.
If approved, receive the designated return address and shipping instructions.

The approved return destination may be:

A designated warehouse in China.
A designated warehouse in Germany.
A designated warehouse in North America.
Another approved location appropriate for the order.

The return address is assigned according to the original warehouse, product, customer location and case details.

Do not send a return to a factory address, office address, address printed on the original package or any address found online.

An unauthorized return may be refused, delayed, lost or returned to the customer at the customer’s expense.

How to Return an Approved Product

When FullSizeDoll authorizes a return, follow the supplied instructions exactly.

1. Keep the Product Unused

Do not use, clean, test, modify or repair the product while the request is being reviewed.

2. Repack the Complete Order

Use the original protective packaging whenever possible. Include:

The original product.
Head and body components.
All accessories.
Product documentation.
Promotional gifts.
Protective materials.
Original packaging.

3. Use a Trackable Shipping Service

The return shipment must:

Have end-to-end tracking.
Be insured for the appropriate value.
Require a signature at delivery.
Use the approved destination.
Follow the return instructions supplied by FullSizeDoll.

4. Keep the Shipping Records

Keep the tracking number, shipping receipt, insurance record and proof of delivery until the return and refund process is complete.

5. Do Not Send a Collect-on-Delivery Package

FullSizeDoll does not accept unauthorized collect-on-delivery, freight-collect or postage-due returns.

Responsibility During Return Shipping

For a customer-requested or change-of-mind return, the customer is responsible for the product until it is delivered and signed for at the designated return address.

If the product is lost, damaged or delayed during customer-arranged return transportation, FullSizeDoll is not responsible for the resulting loss.

Customers should use sufficient packaging and full-value shipping insurance.

When FullSizeDoll confirms that it sent the wrong item or that a product has an eligible major defect, we may provide or arrange an approved return solution. Responsibility and costs for that shipment will be handled according to the written resolution supplied by our team.

Return Shipping Costs

Customer-Requested Return

When a discretionary return is approved because the customer changed their mind, the customer must pay:

Return shipping.
Transportation insurance.
Customs duties and taxes.
Carrier handling charges.
Original shipping charges.
A 20% restocking fee.
Any cost caused by incomplete packaging or missing items.

Wrong Product, Major Defect or Transit Damage

When FullSizeDoll verifies that the wrong product was shipped or that an eligible major defect or transportation problem occurred, FullSizeDoll will cover the approved return or replacement shipping arrangement.

Do not independently arrange an expensive return and expect reimbursement unless FullSizeDoll has authorized the method and cost in writing.

Return Inspection

Receiving a returned package does not mean that a refund has been approved automatically.

After delivery, the return will be inspected to confirm:

It is the product supplied under the original order.
The product has not been used, cleaned or modified.
The hygiene seals are intact.
The surface, skeleton and functions match the reported condition.
The original packaging is present.
All accessories, promotional gifts and documents are included.
The serial number or product identification matches the order.
The return matches the condition described in the application.

The inspection may require photographs, video, functional testing or confirmation from the factory or brand.

If the Returned Condition Is Different

If the returned product does not match the approved return description, FullSizeDoll may:

Reduce the refund to reflect the loss in value.
Deduct the cost of missing accessories, packaging or promotional gifts.
Deduct repair, cleaning, handling or inspection costs where applicable.
Reject the refund when the difference is serious.
Require the customer to pay the cost of sending the product back.

A used product, broken hygiene seal or undisclosed customer-caused damage may make the return ineligible.

Available Resolutions

Depending on the evidence and nature of the problem, FullSizeDoll may offer:

Replacement of the same product.
Replacement of a damaged or missing component.
Repair support or repair compensation.
Partial refund.
Full refund.
Another solution agreed with the customer.

The resolution is based on the severity of the issue and whether repair, replacement or compensation can reasonably resolve it.

A full refund is not automatic when the problem can be corrected through a replacement component, repair or partial compensation.

Exchange Policy

Exchanges are available only for a verified major defect or incorrect product.

The following rules apply:

An unopened in-stock product cannot be exchanged solely because the customer changed their mind.
A verified exchange may be completed only once.
FullSizeDoll must approve the replacement product before it is sent.
Any price difference will be collected or refunded.
Additional payment may be completed through an approved bank transfer or a supplementary order.
The original product may need to be returned before the replacement is released.

If a replacement is approved because of a verified defect or wrong item, the customer will not be charged the approved replacement shipping, duty or other replacement-delivery costs.

Promotional Products and Gifts

A refund for a discounted order is based on the amount actually paid, not the original list price.

All promotional gifts included with the order must be returned with the product.

If a promotional gift is missing, used or not returned, its retail value may be deducted from the refund.

Clearance, special-price and final-sale products are normally non-returnable unless FullSizeDoll verifies a major defect, incorrect product or another issue protected by applicable law.

Original Shipping and Express Charges

Customer Changes Their Mind

Original shipping charges are not refundable.

Wrong Product, Major Defect or Unfulfilled Order

The standard original shipping charge may be refunded when FullSizeDoll confirms that it shipped the wrong product, supplied a product with an eligible major defect or failed to fulfill the order.

Expedited Shipping

An expedited or premium-delivery surcharge is normally non-refundable unless the reason for the return was caused by FullSizeDoll.

Refund Method

Approved refunds are generally returned through the original payment method.

At the customer’s request, FullSizeDoll may approve a refund to a standard bank account supplied by the customer. Additional identity, account or payment verification may be required before a different refund destination is accepted.

FullSizeDoll does not issue refunds through cryptocurrency transfers or to cryptocurrency wallets.

The following are not separately reimbursed:

Bank charges.
Payment-platform charges.
Intermediary bank fees.
Currency-conversion differences.
Cross-border exchange-rate changes.
Cryptocurrency price fluctuations.

Refunds for discounted orders are calculated according to the amount actually paid, after applicable deductions.

Refund Processing Time

After the approved return reaches the designated address, FullSizeDoll will inspect the product and verify the contents.

An approved refund is normally processed within 10–14 business days after the returned product has been received and inspected.

The time required for the refunded amount to appear in the customer’s account depends on the bank, card issuer, payment platform and country.

The 10–14-business-day period does not include:

Return transit time.
Customs processing.
Time required to obtain missing evidence.
Time required to resolve a condition discrepancy.
Additional processing time imposed by a bank or payment provider.

Cancellations and Returns FAQ

Can I cancel before production begins?

Yes. An order may be cancelled before configuration confirmation and production. Approximately 5%–8% of the order value will normally be deducted for processing fees and currency-related costs.

Can I cancel a custom doll after production starts?

Generally, no. Custom products cannot normally be cancelled after production begins, and the deposit is normally non-refundable. Exceptional cases may be reviewed after actual development and production costs are deducted.

Can I cancel an overseas-warehouse order?

An overseas-warehouse order may be cancelled free of charge within 24 hours if the warehouse has not started processing or created the shipping label. Later requests may be subject to handling and logistics costs.

Can I return a doll because I changed my mind?

Change-of-mind returns are generally not accepted. FullSizeDoll may consider a discretionary return only for an unopened, unused, non-customized in-stock product with all hygiene seals intact.

Is there a restocking fee?

An approved non-defect, change-of-mind return is subject to a 20% restocking fee.

Can I return an opened doll?

No. Opened, used, tested, cleaned or hygiene-unsealed dolls cannot be returned because they are intimate products.

Can a customized doll be returned?

Customized products, including custom bodies, heads, colors, makeup, implanted hair, replica products and products with added functions, are normally non-returnable.

How quickly must I report shipping damage?

Report external damage, transit damage, a wrong product or missing accessories within 48 hours after delivery.

How quickly must I report a concealed defect?

A manufacturing issue that could not reasonably be found during the initial inspection must be reported within 7 days after delivery.

Can I ship a return directly to the factory?

No. Every return requires written authorization and an assigned return address. An unauthorized return may be refused.

Who pays for return shipping?

The customer pays for an approved change-of-mind return. FullSizeDoll covers the approved return or replacement arrangement for a verified wrong product, major defect or eligible transportation problem.

Do I need shipping insurance?

Yes. Customer-arranged returns must use trackable, insured and signature-required transportation.

Can I exchange an unopened product for a different model?

No. Exchanges are available only for a verified major defect or incorrect product and may be completed only once.

How long does a refund take?

An approved refund is normally processed within 10–14 business days after the returned product is received and inspected.

Will I receive a cryptocurrency refund?

No. Refunds are not issued by cryptocurrency transfer. Approved refunds are normally returned to the original payment method or, when approved, to a verified standard bank account.

Contact FullSizeDoll Before Returning Anything

Do not ship a product until FullSizeDoll has reviewed the request and provided written authorization.

When contacting us, include:

Order number.
Reason for cancellation or return.
Tracking number if delivered.
Complete photographs and video.
Unboxing video when reporting a delivery problem.
A list of all affected products or accessories.
Your preferred resolution.

Contact Our Team and we will normally provide an initial response within three business days.

Nothing in this policy is intended to exclude or restrict mandatory consumer rights available under applicable law.