Cancellation And Return Policy

Shop with Confidence: Our Updated Policies

At XlifeDolls, we are committed to providing you with a more transparent, flexible, and worry-free shopping experience. Your satisfaction is our highest priority. To ensure this, we've fully optimized our return and cancellation policies. Should you have any questions, our dedicated support team is always ready to assist you.

1.Your Guide to a Confident Purchase

We believe that a well-informed decision leads to lasting satisfaction. That’s why we’re committed to providing all the necessary tools and information to help you make the best choice before placing your order.

  • Explore Our Factory Gallery: Visit our [Factory Photo Site] to get a detailed look at our craftsmanship and every intricate detail.

  • Connect with Our Community: Join our community on Reddit, or our Facebook to get real-world advice and connect with fellow enthusiasts.

  • Get Personalized Support: Our expert team is available via Online Chat or our Contact Page to answer any questions and provide tailored assistance.

2.Flexible Order Cancellation Policy

We understand that plans can change. To provide you with peace of mind and maximum flexibility, we have established the following tiered cancellation policy:

  • Within 4 hours of payment: Full refund

  • Within 8 hours of payment: 95% refund

  • Within 24 hours of payment: 80% refund

Important Note: Order processing begins promptly to ensure fast delivery. After 24 hours, custom orders enter the production phase—materials are allocated and costs are incurred. Therefore, orders cannot be canceled after 24 hours or once production has started.

We kindly ask you to double-check your order details carefully before submission.

3.Policy on In-Stock Dolls

1）Shipping and Cancellation:

Once an in-stock order has been shipped, it is considered a final sale and cannot be canceled. If you request a cancellation after shipment, a deduction will be made from your refund to cover incurred shipping, handling, and packaging costs. This policy ensures fairness for both parties by accounting for expenses that have already been paid.

2）Handling Out-of-Stock Items:

In the rare event that an in-stock doll you've ordered is temporarily unavailable, we will promptly contact you to offer the following options:

      2.1 Factory Shipment: If you are willing to wait, we can arrange for the factory to produce and ship it directly from China. Please note that due to production and sea freight time, delivery may take approximately 40 days (depending on your location).

      2.2 Free Replacement: You may choose a new doll from our available inventory. We will refund or charge the price difference and provide additional compensation for the inconvenience.

      2.3 Full Refund: You may opt for a full refund, which will be processed and returned to your original payment method immediately.

4. Return Policy & Quality Guarantee

1）Upon Arrival: Your Inspection Checklist

Upon receiving your doll, please inspect it carefully within 24 hours. If you have any concerns or are unsatisfied with your order, please contact us immediately. To help us resolve your issue efficiently, we highly recommend recording an unboxing video and providing clear photos or videos via email at Sales@xlifedolls.com.

Our Solutions: We are committed to providing swift solutions for the following common issues:

  • Incorrect Doll: If the doll you received does not match your order, please provide an unboxing video showing the entire doll, packaging, and shipping label. Once verified, we will promptly arrange for the correct doll to be shipped.

  • Shipping Damage: If your doll is damaged in transit, please report the damage to the shipping carrier immediately and contact us. Based on the extent of the damage, we will offer a repair kit, a replacement, or a refund.

  • Lost Package: If your package is lost, please file a claim with the shipping carrier and notify us. We will assist you throughout the process.

2)Important Notes:

  1. Hygiene & Safety: For hygiene and safety reasons, returns of adult products are generally not accepted. If a return is authorized, the doll must be unused and in new condition.

  2. Unauthorized Returns: Do not return a package without prior contact and authorization. Unauthorized returns will not be processed or refunded.

  3. Custom Products: Custom and personalized dolls are crafted to your specific requirements and are non-returnable.

  4. Damage from Misuse: Our dolls are not indestructible. We cannot replace dolls for damage caused by improper use or handling. It is essential to understand the correct [cleaning and care] methods.

5. Refund Policy

1)For a Swift Resolution, Please Contact Us Directly

As a professional and trusted merchant, we are fully committed to your satisfaction. If you encounter any issues, we kindly ask that you reach out to us directly through our support channels first, rather than initiating a payment dispute. Our dedicated team and streamlined process allow us to resolve your request quickly, avoiding the unnecessary delays and complexities often associated with disputes. Our priority is to ensure your shopping experience is seamless and hassle-free.

2)Refund Process

Once a refund is approved, whether for an order cancellation or an accepted return, the amount will be credited back to your original payment method. The standard processing times are as follows:

  • Credit/Debit Card: 6-10 business days

  • PayPal/Klarna: 7 business days

If you have not received your refund within the stated timeframe, please contact us for a refund reference number. You can provide this number to your bank or payment provider for further assistance.

Thank you for choosing XlifeDolls. We look forward to serving you.