1. 14-Day Returns for Non-Defective Items
You may request a return within 14 days after delivery if the item is non-defective and remains eligible for resale.
To be eligible, the item must be returned unused, unaltered, clean, free from odor, stains, or damage, with all original accessories, packaging, and protective materials intact. Return eligibility will be determined by our warehouse after inspection.
For non-defective returns, you are responsible for all shipping costs associated with the return. Original shipping charges are non-refundable. Where free shipping was provided, we may deduct the actual outbound shipping cost from the refund, as disclosed at checkout.
If the returned item is not in resalable condition, we may deny the return or reduce the refund to reflect the loss in value.
2. Orders in Transit and Delivery Issues
Order interception or cancellation after shipment
If an order has already shipped and you request that it be intercepted or returned while in transit, and the request is not caused by us, the product, or the carrier, you may be responsible for the carrier’s interception fee and return shipping cost. Any charge will be limited to the reasonable actual cost of processing the request.
Refused deliveries
If you refuse delivery for personal reasons, and the refusal is not caused by our shipping delay, an incorrect item, an item not matching its description, product damage, or another issue caused by us, you may be responsible for return shipping costs.
Refunds will be processed after the returned item has been received and reasonably inspected. If an item has been used, damaged, altered, or is otherwise no longer in resalable condition, the refund may be reduced or denied.
If a delivery is refused because of our shipping delay, an incorrect item, an item not matching its description, or a verified product defect, we will bear the reasonable return shipping cost and provide an appropriate remedy in accordance with applicable law.
We do not accept returns sent freight collect or cash on delivery.
Lost or abnormal shipments
If tracking has not updated for an extended period or indicates an exception, please contact us promptly. To help us submit a claim to the carrier or complete an investigation, we may require a complete order screenshot in English showing the recipient’s address, tracking number, and order value.
If you do not provide reasonably required information, we may be unable to submit a carrier claim or complete the investigation.
Address changes
Once an order has shipped, an address change may be possible but cannot be guaranteed. You are responsible for any carrier address-change fee. The fee may still apply even if the carrier attempts, but is unable, to complete the address change.
Marked delivered but not received
If tracking shows that a package has been delivered but you have not received it, please contact us promptly. We will assist with a carrier investigation and may ask you to provide doorbell-camera footage, photos, or other relevant evidence.
If the carrier confirms that the package was validly delivered, we will not provide a refund or replacement except where required by applicable law.
3. Product Issues After Delivery
Damaged package or product
If your package or product arrives damaged, please contact us promptly and provide:
- Photos of the outer shipping box;
- A clear photo of the shipping label; and
- Photos or videos showing the product damage.
For verified product defects or damage not caused by the customer, we will bear the reasonable shipping costs necessary to provide the applicable remedy. Depending on the circumstances, we may provide a replacement, refund, or other appropriate compensation.
Makeup and surface wear
TPE products may feature hand-applied facial makeup. Makeup may fade or transfer through normal use, friction, or cleaning. This is normal wear and is not considered a manufacturing defect.
Skeleton and pose limitations
Our products use a standard internal skeleton. Do not force joints or bend the product beyond normal human movement. Please follow the product instructions. Damage caused by improper use is not considered a manufacturing defect.
Reporting product defects
Please report product issues within 7 days of delivery so that we can submit supporting evidence and claims to our overseas warehouse or carrier. Requests submitted after this period may not be eligible under this commercial after-sales policy, but this does not limit any rights you may have under applicable law.
Personal-use and hygiene products
For hygiene and safety reasons, personal-use or hygiene products may be returned within 14 days only if they meet the resale-eligibility requirements in Section 1. If a verified quality issue exists, we will provide a replacement or appropriate compensation, except where applicable law requires otherwise.
Unauthorized returns
Please contact us and obtain return instructions before sending any item back. Unauthorized returns may be difficult for our warehouse to identify or process and may result in delays. If an item has been used, damaged, altered, or is otherwise no longer in resalable condition, a refund may be reduced or denied. This does not limit any rights you may have under applicable law.
Contact Email: [After-Sales Email]
Return Address: Please use the designated return address provided in our return instructions.
