Buy with Confidence at XLifeDoll

At XLifeDoll, we believe that purchasing a premium silicone or TPE sex doll should be a transparent, secure, and worry-free experience. Every product listed on our website is carefully reviewed before publication, and our customer support team is committed to helping you throughout every stage of your purchase.

This Refund & Returns Policy explains our cancellation process, return eligibility, inspection procedures, warranty support, and refund timelines. Please read this policy carefully before placing your order.

Before You Place Your Order

We strongly encourage every customer to make an informed purchasing decision before completing payment.

To help you buy with confidence, we provide:

• Detailed product descriptions and specifications
• High-resolution product photos
• Factory and manufacturing galleries
• Brand introduction pages
• Real customer reviews where available
• Responsive customer support before purchase

If you have any questions regarding materials, customization, shipping, payment, or product selection, please contact our support team before placing your order.

Making an informed decision helps avoid unnecessary cancellations and ensures long-term satisfaction.

Order Cancellation Policy

We understand that plans may change. To provide flexibility while allowing our manufacturing partners to begin production promptly, the following cancellation policy applies.

After 24 hours, customized and factory orders generally enter production. Materials are allocated, manufacturing begins, and labor costs have already been incurred. Therefore, orders cannot normally be cancelled once production has started.

Please review all order details carefully before completing checkout.

Ready-to-Ship Inventory Orders

For products marked as Ready to Ship or Local Warehouse Stock, processing begins immediately to ensure fast delivery.

Before Shipment

Orders may still be cancelled according to the cancellation schedule above.

After Shipment

Once a ready-stock order has been shipped, it is considered fulfilled and cannot normally be cancelled.

If a shipment is recalled or refused after dispatch, the following costs may be deducted from any eligible refund:

• Shipping charges
• Return freight
• Packaging costs
• 20% handling fee (including production, packing, shipping, and other operational fees)

Custom Orders

Customized products are manufactured specifically according to your selected options.

Examples include:

• Head selection
• Makeup customization
• Makeup customization
• Finger configuration
• Eye color
• Wig selection
• Additional accessories
• Additional accessories

Because these products are made specifically for one customer, customized orders are generally non-returnable once production has started, except where required by applicable law or in cases of confirmed manufacturing defects.

Out-of-Stock Orders

Although inventory is updated regularly, occasional stock shortages may occur.

If your selected product becomes unavailable after purchase, we will contact you promptly and offer one of the following solutions:

Option 1 — Factory Production

Your doll can be produced directly by the manufacturer and shipped from China.

Estimated delivery time:

Approximately 50–70 days, depending on production schedules and destination country.

Option 2 — Replacement Product

You may choose another available product of equal or different value.

Any price difference will be adjusted accordingly.

Option 3 — Full Refund

You may request a full refund before production begins.

Product Inspection Upon Delivery

Please inspect your package immediately after delivery.

We recommend inspecting your order within 24 hours of receipt.

If you discover any issue, please contact us as soon as possible.

For faster support, we highly recommend providing:

• An unboxing video
• Photos of the packaging
• Shipping label
• Photos of the issue
• Videos demonstrating the problem

This documentation helps us communicate efficiently with manufacturers and shipping carriers.

Quality Issues We Can Help Resolve

Our support team works closely with manufacturers to resolve genuine quality issues quickly.

Examples include:

Wrong Product Received

If you receive a different product than ordered, we will investigate immediately.

After verification, we will arrange an appropriate replacement.

Shipping Damage

If your package arrives damaged during transportation:

• Contact the carrier immediately
• Notify XLifeDoll
• Provide photos and videos

Depending on the severity of the damage, we may provide:

• Replacement parts
• Repair kits
• Partial refund

Lost Shipment

If your package is confirmed lost during transit, we will assist you throughout the carrier investigation and provide an appropriate solution based on the final shipping determination.

Return Eligibility

Due to the hygienic nature of intimate adult products, returned products cannot normally be accepted after use.

Returns may only be considered when:

• The product has not been used.
• The product remains in new condition.
• Original packaging is retained.
• Return authorization has been approved by XLifeDoll.

Unauthorized returns will not be accepted.Please contact us before sending any package back.

PLEASE NOTE:the customer will be required to pay the shipping and return shipping fees and a 20% handling fee. The shipping fee + return shipping fees + 20% handling fee will be deducted from the total payment amount, and the rest amount will be refunded to the customers.

Items That Cannot Be Returned

The following products are generally not eligible for return:

• Customized dolls
• Used products
• Products damaged by improper use
• Products modified after delivery
• Products returned without authorization

Warranty Support

We stand behind the quality of every product we sell.

If a verified manufacturing defect is discovered after delivery, our support team will work with you to determine the most appropriate solution.

Depending on the situation, this may include:

• Technical guidance
• Replacement parts
• Repair recommendations
• Partial compensation
• Product replacement (where applicable)

Warranty coverage does not include damage resulting from:

• Improper maintenance
• Incorrect storage
• Accidental damage
• Misuse
• Normal wear and tear

Refund Process

Once a refund has been approved, it will be issued to the original payment method used for the purchase.

Estimated processing times:

PLEASE NOTE:Processing times may vary depending on your bank or payment provider.

Chargebacks & Payment Disputes

If you experience any issue with your order, we kindly ask that you contact XLifeDoll before initiating a payment dispute or chargeback.

Our support team is able to resolve most issues much faster than the chargeback process, helping avoid unnecessary delays for both parties.

Customer satisfaction remains our highest priority.

Need Assistance?

If you have any questions regarding this Refund & Returns Policy, please contact us.

Email

Support@xlifedoll.com

Business Hours

24/7 Customer Support

(Response times may vary during holidays.)

Related Resources

To help customers make informed purchasing decisions, we recommend reviewing the following pages before ordering:

• About XLifeDoll
• Shipping Policy
• Privacy Policy
• Doll Care Guide
• Frequently Asked Questions
• Factory Gallery
• Brand Authorization
• Contact Us

Please note: For All orders, any return/refund reasons about the dolls’ weight or size(too heavy, too big, or too small) or the dolls’ feature(too cold) will not be accepted, please understand the material characteristics of sex dolls, and please be aware of the height and weight of the doll before you place the order. A few errors in measurement are acceptable, due to different temperatures, measurement conditions (lying down or standing), and measurement areas by different people. Thanks for your understanding. 

Disclaimer:All functions must be used and maintained according to the instructions. Damage caused by not following the usage or maintenance instructions is not covered under warranty, and returns or refunds will not be accepted. (For example, the body heating function, oral heating function, and heating rod should only be used after reaching an appropriate temperature and then powered off. Do not use it while heating, as this may pose a safety risk.)

Please Note: Except for custom orders, which are non-cancellable and non-refundable, when customers purchase dolls from non-local overseas warehouses ( Other Country customer placing an order from a US warehouse link), we will contact the customer to arrange direct shipping from the factory due to the lack of suitable logistics channels and potential high customs duties. Since factory shipping incurs additional freight costs for us, once shipping is confirmed, cancellations or refunds will not be accepted. Thank you for your understanding!