Refund policy

1. Order Cancellation Rules
You may apply to modify order information such as skin tone and accessories via our official email within 24 hours after payment. After the 24-hour window, the order will automatically enter the production schedule and officially start processing. No further order modifications or cancellations will be available afterwards.
2. Custom Items (Final Sale)
All custom BJD dolls, custom face-ups, custom skin tones, and custom sizes are exclusive personalized products tailored to each buyer’s individual needs. Once production begins, returns, exchanges, or refunds due to personal preference, size expectation deviation, or aesthetic dissatisfaction will not be accepted. This final sale rule only applies to customized products. Uncustomized in-stock dolls are subject to the corresponding in-stock return rules.
3. Damaged or Incorrect Item Claim Rules
If you receive damaged or incorrect items, please contact us within 7 calendar days after delivery and provide a complete unedited unboxing video, including the intact outer package, full unboxing process, and clear footage of defective or wrong goods. Claims without a complete unboxing video will be rejected. Once the issue is verified as our responsibility, we will cover the relevant shipping fees and provide replacement, repair, or full refund services.
4. Non-Claimable Situations
After-sales claims are not acceptable under the following circumstances:
（1） Slight natural color differences, mold lines, and minor sanding marks of resin, which are normal characteristics of handmade products;
（2）Damage caused by accidental collision, self-modification, sun-induced yellowing, or artificial damage after delivery;
（3）Claims submitted more than 7 days after delivery or without a complete unboxing video;
（4） Normal appearance of accessories such as wigs, eyes and clothes without manufacturing quality defects.
（5）In-Stock Accessories Return and Exchange Rules
Uncustomized in-stock accessories (wigs, eyes, doll clothes) can be exchanged within 7 calendar days after delivery, provided that the items are brand new, unused, unmodified, and kept in original packaging. All shipping fees are borne by the buyer. Only exchanges are available for accessories, no refunds will be provided.
6. US Market Return Shipping Rules
All return shipping fees for buyer-initiated returns (change of mind, inappropriate size, personal preference issues) shall be borne solely by the buyer. If returns are required due to our incorrect delivery or product quality damage caused by us, all shipping fees shall be covered by our store.
7. In-Stock Doll Return Rules
Uncustomized in-stock BJD dolls can be returned without reason within 7 calendar days after delivery, on the premise that the items are brand new, undamaged, unmodified, kept in complete original packaging, and remain in resalable condition. All customized dolls and customized accessories are not applicable to this return rule.
Free Gift Return Explanation: Complimentary gifts included with the order (cleaning sponge, spare eyes, clay putty) are promotional welfare items. They do not support separate return, exchange, or cash deduction. If you apply for returning the main product, all free gifts must be returned in intact condition. If any gift is missing, damaged or lost, we will deduct the corresponding cost from your refund.
8. General Terms
All returned items must be intact and in brand-new resalable condition. We reserve the right to reject return applications if the products show signs of artificial use, private modification, collision damage, damaged packaging, or other conditions affecting resale.
After we receive and verify the qualified returned items, we will process the full refund to your original payment account within 7 business days.
Return Address: Guiyang Industrial Park, Qidong County, Hengyang City, Hunan Province, China. All international return shipping fees are borne by the buyer.
Please feel free to contact us via our official store email if you have any questions about the policy or after-sales issues.
9. Market Applicability
This return and refund policy only applies to orders delivered to the United States and complies with local US consumer protection regulations. Our store does not serve the European Union market for the time being, and the EU 14-day cooling-off period rule is not applicable.