Applicable Products
This policy applies to stock dolls and accessories.
1. Returns & Cancellations
Returns
If you are not satisfied with your purchase or wish to return an item for any other reason, please contact us as soon as possible.
• To request a return, please send a clear written request to velldoll@outlook.com promptly after receiving your goods.
• You are responsible for all return shipping costs and must return the goods at your own expense in a new and unused condition.
• After we receive the returned goods and confirm that they are in resalable condition, we will refund the product amount (return shipping costs are borne by the customer).
• If the goods have been opened, unsealed, or used and are no longer in resalable condition, we will not be able to accept the return.
Please note: Consumer protection laws in different countries/regions may provide you with additional legal rights. This policy does not affect any rights you may have under applicable law.
Cancellations
Customers have the right to cancel order before shipping without giving any reason
To exercise the right to cancel, customers must inform our customer service representative(velldoll@outlook.com)of the decision to cancel this contract by a clear statement.
Please note that once the package is shipped from our warehouse (we send you the tracking number), the order cannot be cancelled.
2. Damaged Goods
As a consumer, you have certain legal rights if you receive goods that are damaged.
If you notice any damage to the outer box, we strongly recommend taking videos and photos of the box exterior before opening it. Videos, photos, and evidence of the damage will be required when submitting a claim or damage report. To report a damaged item, please email velldoll@outlook.com with your order number and supporting evidence.
Compensation criteria for damaged products:
• Please provide photos of the outer box, photos of the box label, and photos of the damaged product.
• Compensation will be assessed based on the extent of the damage.
• If the product is damaged to the point of being unusable, we will offer a free replacement or a full refund at our discretion.
Please note: Our products are made by hand and minor imperfections are not considered damage. If your product has minor imperfections, this does not constitute a breach of contract. For more information on minor imperfections, please refer to Section 12 of our Terms and Conditions (available on our website).
3. Non-Delivery Situations
If you have not received your order, the following rules apply depending on the situation:
Package intercepted while in transit (at customer’s request):
The customer is responsible for the interception fee and the return shipping cost (same as the original shipping cost).
Package refused without valid reason:
The customer is responsible for the return shipping cost, or must return the item at their own expense. Returned items must be sent with tracking; we do not accept COD (cash on delivery). A refund will only be issued after the warehouse confirms the product is in resalable condition. If the product cannot be resold, no refund will be issued.
Package lost in transit (no tracking updates for an extended period or tracking shows an exception):
To file a claim, you must provide a full screenshot of your order (in English) showing the shipping address, tracking number, and order value. Partial screenshots will not be accepted. Once we file a claim with the carrier, we will offer a full refund or replacement if the claim is approved. If you are unable to provide the required documentation, we cannot process the claim.
Address change requested while package is in transit:
The customer is responsible for the address change fee. Please note that address change requests are not guaranteed to be successful. If the change fails, the fee will still apply.
Package marked as “Delivered” but customer claims not received:
If no signature service was purchased, we are unable to file a claim with the carrier. We can provide the POD (Proof of Delivery) upon request. If you wish to open an investigation with the carrier, you must provide evidence that the package was not received (e.g., security camera footage). Please note that investigations are not guaranteed to be successful.
4. Additional Notes on Received Goods
• Makeup/Face Paint: Our dolls are made of TPE material, and the facial makeup is applied by hand. Makeup may fade or be removed during normal use. This is not considered a quality defect.
• Skeleton/Joints: Please refer to the product manual for proper handling. The skeleton should not be forced into unnatural positions beyond normal use.
• Quality Issues: Any product quality issues must be reported to us as soon as possible after delivery. Late reports may not be eligible for compensation.
• Unauthorised Returns: If a customer returns a package without prior authorisation from us, the warehouse may not be able to locate the return, or the product may be found to be in a non-resalable condition. In such cases, no refund will be issued.
5. Changes to This Policy
This policy supersedes all prior policies or conflicting information that may still be present on our website, including any writings, communications, transcripts or agreements with our support staff with respect to the subject matter hereof. All such other policies, writings or agreements will have no further force or effect.
We reserve the right to change this policy at any time without notice. This policy came into effect on the date published below and applies to all purchases, agreements and contracts from the effective date onwards. If you would like to view our previous returns & refunds policy, please contact our support team at velldoll@outlook.com.
