At DollHubs, we understand that circumstances can change, leading to the need to cancel an order. Our cancellation and refund policy is designed to be fair to both our customers and our business processes. Please review the following terms carefully.
Refunds Within 24 Hours of Payment (95% Refund)
Cancellations made within 24 hours of payment are eligible for a 95% refund of the order total. A 5% fee is applied to cover the non-refundable payment processing fees incurred by our payment gateway.
Refunds Within 48 Hours of Payment (85% Refund)
Due to the custom nature of our products, orders are immediately processed once payment is received. If you cancel within 48 hours of payment, a 15% fee will apply, comprising a 10% cancellation fee plus the 5% non-refundable payment processing fee. This results in an 85% refund of your original order value.
Refunds After 48 Hours of Payment (Maximum 25% Refund)
After 48 hours, cancellation is no longer feasible as the doll will either be well into production or already on its way to you. Under these circumstances, a maximum of 25% of your order value may be refunded. Once approval images have been sent, no refunds can be provided.
No Refunds After Order Arrival
Given the custom and hygienic nature of our products, we do not offer refunds or accept returns once an order has arrived, except in cases of damage during transit. To file a claim for a damaged product:
- Report the issue within 24 hours of receiving the doll.
- Provide high-quality photos or video evidence of the damage and the packaging from all angles.
- Include any photos provided by the courier or those you can provide as the recipient.
SD Guarantee Terms
For our SD Guarantee regarding discrepancies or imperfections upon arrival, you must report any issues within 24 hours of receiving your doll. This process requires supporting evidence and detailed documentation of your claim.
Limitations
We urge you not to use the product before reporting any problems, as items used by customers cannot be returned or replaced due to strict hygiene regulations.
We do not cover the following:
- Skin Imperfections: Minor variations are normal and considered unique characteristics of the doll.
- Nails: Since nails are loosely attached for customization purposes, we cannot cover issues related to nails.
- Make-up: Minor differences in make-up application are normal. Major issues should be reported immediately.
- Eyelashes: Dolls come with a protective eye mask. If eyelashes become loose, they can be reattached using TPE-safe glue.
Contact Us
For any queries or to initiate a cancellation, please contact our support team at support@dollhubs.com.
We value your understanding and appreciate your cooperation with our policies to ensure smooth and satisfactory transactions for all our customers.