At DollsAmour, we strive to ensure your complete satisfaction with every purchase. If, for any reason, you are not satisfied with your purchase or if there is an issue with the product quality, we offer a comprehensive refund and return policy to address your concerns.

1. Authenticity Guarantee:

We guarantee that all our products are 100% authentic. If you receive an item that is not authentic, we will issue a full refund.

2. Defective or Non-Authentic Items:

If you receive a defective or non-authentic item, please contact our customer service team immediately with your order number and detailed explanation. We will guide you through the return process and provide a full refund upon confirmation of the issue. Return shipping costs will be covered by us.

3. Customer Satisfaction:

Your satisfaction is our top priority. If you are not satisfied with your purchase for any reason, please contact our customer service team. We will work with you to find a satisfactory solution, which may include a full refund.

4. Return Process:

To initiate a return, please contact our customer service team with your order number and reason for return. We will provide you with instructions on how to return the item. All returns must be made within 30 days of receipt and the item must be in its original condition and packaging to be eligible for a refund.

5. Refund Processing:

Refunds for defective or non-authentic items are typically processed immediately upon confirmation of the issue, and the funds should appear in your account within a few business days. For other returns, refunds are processed within the same timeframe upon receipt and inspection of the returned item.

6. Exceptions:

Certain items, such as personalized or customized dolls, are not eligible for return unless they are defective or damaged upon arrival. Please contact us if you have any questions about the eligibility of your item for return.

7. Contact Us:

If you have any questions or concerns about our refund and return policy, please contact our customer service team. We are here to assist you and ensure your complete satisfaction with every DollsAmour purchase.

What is not covered under the guarantee?

• Used Dolls: Dolls that have been used are not eligible for coverage under the guarantee.
• User Damage: All dolls undergo a quality check before shipping. However, user-generated damages are not covered under the guarantee. Please handle the doll with care to avoid any suspicious damages.
• Skin Imperfections: Differences in skin color between the received product and computer screens are normal and not covered under the guarantee.
• Finger & Toe Nails: Loose nails may occur during shipping due to light glue usage. Re-attach loose nails using lash & nail glue provided.
• Loose Eyelash: If eyelashes become loose, they can be re-attached using lash & nail glue. A protective eye mask is provided to protect the eyes.
• Makeup Difference: Makeup may differ slightly from the displayed picture. If dissatisfied, makeup can be removed and reapplied according to personal preference.
• Heating and Moaning: Ensure the heating and moaning options work upon receipt. We do not cover damages resulting from misuse. Repair is possible if the buyer covers shipping costs.