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Return & Cancellation Policy

At KUMADOLL, our physical products involve custom artistic craftsmanship (such as custom facial makeup, skin tones, breast softness, and localized dimensions). Because customized products represent high material and labor costs that cannot be recuperated once production begins, we apply a strict structure to order cancellations, modifications, and returns. By completing your purchase, you acknowledge and accept the following terms.

Order Cancellation & Cooling-Off Window

To balance production preparation with customer flexibility, we offer a 24-hour cooling-off period. We temporarily suspend structural production on your order for the first 24 hours post-payment to allow for adjustment or cancellation. Cancellations are subject to the following scaling handling fees:

Cancellation Timing (Post-Payment) Applicable Fee Rate Policy Coverage
Non-payment Status Free (0%) Unpaid orders can be cancelled at any time without penalty.
Within 8 Hours 10% Fee Compensates for initial credit card transaction and processing fees.
Within 24 Hours 20% Fee Covers dedicated administrative routing and merchant transaction fees.
After 24 Hours 50% Fee Covers direct factory material allocation and labor losses once assembly begins.
⚠️ In-Stock Items Exception: Please note that ready-to-ship (in-stock) dolls cannot be cancelled after payment is completed, as they are immediately processed, packed, and queued for logistics at our local warehouses.

Refund Fulfillment Timelines:

  • Initiation: Once cancellation is authorized, our finance team completes processing within 1-2 business days.
  • PayPal Transactions: Refunds will reflect in your PayPal balance on the same day our processing concludes.
  • Credit Card Transactions: Subject to standard clearance reviews by card networks and banks, credit card refunds typically require 3-5 business days to reflect in your account.
  • Support: If you do not see your refund after one week, please check with your financial institution (as high-value transactions may trigger fraud prevention holds) or email [email protected].

Modifying Order Parameters

Should you need to alter the design options of your doll, specifications are categorized based on production milestones:

Within 24 Hours (Free Modification)

You have the absolute right to modify all aesthetic and structural options, or exchange the order for another brand free of charge. Any unit price differences must be paid or refunded during the modification process.

After 24 Hours (Structural Lock)

The order is dispatched to the physical factory and the model/brand cannot be changed. However, we allow adjustments to non-structural options before assembly finishes, including:

Allowed: Eye color (excluding customized eyes), wigs, areola sizing/colors, nail colors, and outfits.

Locked (Cannot Be Changed): Skin tone, body/head textures, skeleton type, heating/vocal chips, and hair implants.

Return & Damage Terms

No Returns on Custom Orders: Because customized sex dolls are tailored specifically to your unique options, they cannot be repackaged or resold. Therefore, custom-made dolls are strictly non-returnable and non-refundable.

Standardized (Non-Custom) Returns:

Standardized, non-customized product models may be eligible for return within 7 days following delivery at the destination, subject to the following rules:

  • The item must be completely unused, pristine, and in its original, sealed shipping carton.
  • Returns must be routed directly to our designated return center address.
  • Return Costs Notice: The buyer is legally responsible for organizing shipping, clearing customs, and covering all return duties. Due to the weight and volume of these packages, return freight can be exceptionally high. We urge you to consider this before initiating a return request.

Damaged or Incorrect Shipments:

  • Zero-Use Policy for Damage: If a product arrives damaged in transit, please do not use the product under any circumstances.
  • Evidence Submission: Take clear photographs or video evidence of the packaging and damage within 24 hours of arrival and send them to [email protected]. We will coordinate directly with the manufacturer to resolve the issue, secure compensation, or dispatch a replacement.
  • Pre-Shipment Approvals: We send official high-resolution QC photos of your doll for your confirmation before shipping. We only ship once you approve. If you notice a discrepancy between the received item and your approved order, report it to us within 24 hours of delivery.