Our Purchase Guarantee & Policy
At KUMA DOLL, we are committed to providing you with premium craftsmanship, total privacy, and complete peace of mind with every order.
Quality Control & 100% Discreet Shipping
Every doll undergoes a rigorous multi-point quality inspection before leaving our factory. We meticulously check the skeleton, material integrity, and aesthetic details to ensure flawless perfection upon arrival.
100% Privacy Protection Guaranteed
Your order is shipped in plain, unbranded heavy-duty cardboard packaging. Neither the box nor the billing description will ever reveal the contents inside.
Damages & Transit Warranty
Due to the personal and custom-made nature of adult companions, we do not accept returns or refunds for buyer’s remorse or non-defect reasons. We strictly cover shipping damage and manufacturing defects.
Inspection Upon Delivery
We strongly advise inspecting your package immediately upon receipt. If you notice severe damage to the external box, please photograph the box before opening.
Minor Imperfections & Repair Kits
For minor cosmetic issues, contact our support team within 48 hours with clear photos and videos. We will provide professional guidance and send necessary replacement accessories or specialized repair kits free of charge.
Major Defects or Transit Failure
If your doll arrives with critical structural damage (e.g., broken internal skeleton or severed limbs), please reach out to us immediately. We will arrange a replacement or targeted factory solution based on the situation.
What Is Not Covered Under Warranty?
User Misuse or Improper Storage
Damage resulting from improper handling, over-stretching, high temperatures, or incorrect cleaning is not covered. Please follow our care guide carefully.
Hygiene Policy (Used Dolls)
For health and safety compliance, any item that has been removed from its inner protective film or used is strictly ineligible for return.
Handcrafted Variations
Every doll is handcrafted. Slight variations in skin tone, body seams, or subtle facial makeup from promotional photos are natural characteristics of hand art, not defects.
Detachable Nails & Eyelashes
Nails and eyelashes are applied with safe, temporary adhesive to allow full customization. If they loosen during transit, they can easily be reattached using TPE/Silicone-safe glue.
Order Changes & Cancellations
Free Cancellation Period: You may modify or cancel your order free of charge within 24 hours of placing it, provided production has not yet commenced.
In-Production Cancellation Fee: Because each custom doll requires immediate material allocation and labor, cancellations requested after production has started will incur a 20% to 30% restocking/material fee deducted from your total refund.
Shipped Orders: Once an order has been dispatched from our warehouse, it cannot be canceled or modified.
Refund Processing Time
Once an approved refund or cancellation is finalized, the credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.).
Timeline: Please allow 5 to 10 business days for the refunded amount to reflect on your bank or credit card statement, depending on your financial institution.
If you have not received your refund after 14 business days, please check with your card issuer first, then reach out to our Customer Support via Live Chat for instant assistance.
