Refund policy

Cancellation Policy:
Since most products are all made after the order is placed, especially custom orders, orders can only be cancelled before we confirm the order (manually apply for order cancellation through the account order center), the general order processing time is 1 - 12 hours. Once we have confirmed the order and started production, no cancellation will be provided.

We understand that sometimes things happen, and you may need to cancel your order. Please take a look at our refund policy below for more information:

  • Orders cancelled within 30 mins of order confirmation are eligible for a full refund.
  • Orders cancelled within 1 hour of order confirmation are eligible for a 60% refund.
  • Orders cancelled within 6 hours of order confirmation are eligible for a 30% refund.
  • Orders cancelled within 12 hours of order confirmation are eligible for a 10% refund.
  • Orders with custom options added may not be canceled or refunded.

Please note that we reserve the right to charge a fee for cancellations under any circumstances. The cancellation fee generally ranges from 5% to 20%, depending on the specific status of the product.

Return/Refund Policy:
At JYDOLL-CA, we are committed to delivering high-quality products and ensuring your complete satisfaction with your purchase. If you receive a product with original flaws (please see below for the definition of specific defects or damages), you can return your unused product within 7 days for a refund.

Customers are responsible for the cost of return shipping. You will be responsible for the shipping costs associated with returning the product. However, depending on the condition of the item, we may offer a partial or full refund of the shipping costs.

Please be advised that returns may incur a restocking fee, dependent on the condition of the returned product and the circumstances surrounding the return. This fee ranges from 5% to 100% of the product's original cost.

Custom, personalized orders, or demo items cannot be returned or refunded.

NOTE: Shipping charges are not included in the return amount.

Custom Orders:

Products customized or personalized in any form are exempt from our return and exchange policies. We implore customers to review their orders meticulously before finalizing. The definition of what constitutes a "customized" order is subject to our discretion and final interpretation.

Note:Pre-order products are considered custom items and are non-refundable and non-returnable.

Exchange Policy:
We offer exchanges for products that meet our return policy criteria. We will exchange the product after receiving the returned package and confirming that the doll is intact and unused. Please contact us via email at info@jydoll-ca.com with your order number before returning the item.

Items that are not eligible for exchange:

    1. In the case of an exchange or return of a product (color/size) due to the customer's convenience.

    2. In the case of defective parts such as scratches or damage caused by the customer's responsibility.

    3. When the product tag is removed.

    4. For products ordered from other than this site

    5. If the item is not in its original condition

    6. Custom or personalized orders

Please ensure to contact us within 7 days of receiving your item, as requests beyond this period may not be eligible for replacement.

Duties/Taxes

Local government or logistics companies may charge import duties or taxes, and we will make every effort to minimize or avoid these fees for our customers. However, the final decision on whether to impose such fees lies with the government or logistics company, and we are not responsible for any such fees.

If you encounter any unexpected tariffs or pricing issues, please do not hesitate to contact us immediately. We will work with you to address the situation and find a satisfactory solution. Our goal is to ensure that our customers are completely satisfied with their purchases, and we will do everything we can to assist you in this process.

DISCLAIMER

JYDOLL-CA reserves the right to change this Return Policy without notice to its customers and will not be held responsible for any loss or damage suffered as a result of such changes.

If you have any questions or concerns, please do not hesitate to contact us.

You can click the button "request a return" to conduct an automated return process