Return & Refund Policy
Special terms and agreements for customized products to ensure your rights are protected
Last updated: August 25, 2024
Table of contents
Important Note
Please read this policy carefully before placing an order. Payment constitutes your understanding and agreement to all terms of this policy.
1. Policy Statement
The payment you make is a deposit, meaning each order is custom-made and most of the payment is irreplaceable. Therefore, we need to agree to the following:
- Once payment has been made and all details have been confirmed, you may not modify any property options during the production process.
- We do not accept orders destroyed during the production process for any reason.
- During delivery, please carefully inspect the product for any damage during shipping. If any damage is found, please contact us immediately to discuss a solution.
- If you have no objection upon receipt of the product, we will assume that the product has been received in good condition and will not accept any refund or return requests based on shipping damage.
- You can file an objection within 24 hours after the goods are signed for, which is based on the delivery time shown on the waybill.
2. Order Modification Terms
Please carefully review all details before completing your order. Production will begin immediately after placing your order. We offer limited order modifications:
- Order modifications can be requested within 24 hours of order submission.
- No order modifications will be accepted after 24 hours.
- A one-time $200 modification fee will be charged for order modifications.
- To modify your order, please email service@xdollsoul.com.
3. Order Cancellation Terms
Order cancellations are subject to the following time limits and fees:
- Cancellations are free of charge within 2 hours of order placement.
- Cancellations between 2 and 24 hours will incur a 30% fee to cover production preparation and manufacturing costs.
- After 24 hours, the order enters the production phase and no cancellations will be accepted.
If you wish to cancel your order, please email service@xdollsoul.com within the specified timeframe and provide the following information:
- Order Number
- Registered Email
- Name
4. Receipt Inspection and Objection
To ensure your product arrives intact, please follow the following procedures upon delivery:
1. Before signing for delivery, please inspect the packaging for obvious damage.
2. After signing for delivery, please unpack and inspect the product and accessories within 24 hours to ensure they are intact.
3. If you notice any shipping damage, please immediately take photos (including the packaging and any damaged parts of the product).
4. Contact customer service within the 24-hour objection period to provide a description of the problem and photographic evidence.
If you do not raise any objection within 24 hours, it will be deemed that you have confirmed that the product you received is intact and we will no longer accept any complaints, refunds or returns based on transportation damage.
5. Product Problem Handling
We take product quality very seriously. Every order is thoroughly inspected and photographed before shipping. Please ensure the product matches your order before use.
If you discover your order is damaged or faulty:
- Do not use the product. We will not accept any complaints if the product has been used.
- Within 24 hours of receiving your order, report the problem to our support staff and provide photos (send to service@xdollsoul.com).
- We will investigate the issue and photos and respond with a solution within 3 business days.
6. Return and Refund Instructions
Because our products are custom-made and specifically for you, we unfortunately cannot offer returns or refunds.
Once all orders enter production, they will be manufactured to your exact specifications. Returns or refunds due to changes in personal preferences are not accepted.
For unused products confirmed to have manufacturing defects or material discrepancies with your order, we will offer a reasonable solution, including free repair or re-manufacturing, based on individual circumstances. The specific solution will be determined based on a thorough evaluation.
7. Frequently Asked Questions
Q: If the product I received does not match my order specifications, can I get a refund?
A: For unused products that are confirmed to not conform to your order specifications, we will re-manufacture them free of charge. However, we do not offer refunds. Please contact us within 24 hours of receiving the product and provide relevant photos.
Q: If hidden damage is found on the product after more than 24 hours, will it be handled?
A: We are sorry, but according to our policy, the objection period is 24 hours after receipt of the goods. We will not be able to accept transportation damage issues raised after this period. Thank you for your understanding.
Q: If I want to modify my order after 24 hours, is that possible?
A: Once an order has been submitted for more than 24 hours, the product has entered the production process and no attributes can be modified at this time. This is why we strongly recommend that you carefully review all details before placing an order.
Q: After canceling an order, how will the refund be returned?
A: For orders that meet the cancellation criteria, refunds will be made to the original payment method. Refund processing time is 3-5 business days after cancellation confirmation. The specific arrival time is subject to the payment platform or bank processing time.
8. Contact Us
If you have any questions about our return and refund policy, or would like to modify or cancel your order, please contact us via the following methods:
- Email: service@xdollsoul.com
- Customer Service Hotline:+86173 3557 5215
(Weekdays 9:00 AM – 9:00 PM, Weekends 10:00 AM – 6:00 PM) - Live Customer Service: Click the “Live Chat” button in the lower right corner of the website
- Address:ROOM 1605 HO KING COMMERCIAL CENTER 2-16 FA YUEN STREET MONGKOK，KOWLOON HONG KONG
