Warranty and Return
You have the right to request a replacement for any item that arrives with irreparable damage or a material manufacturing defect. When repairs are not possible, a replacement will be provided. Refunds will only be offered if a replacement is not possible.
We strongly recommend that you video/take photos of the outside of the box when your package arrives, especially if you notice any damage. Photo proof (emailed to us within 48 hours of delivery) is required to qualify for a refund or exchange.
Lost items should be reported within 48 hours of delivery and a replacement will be provided free of charge.
The journey from the workshop to your home can be a bit bumpy, and occasionally items will come loose during transportation. Our dolls are made by our workshop staff, quality control team before shipment. Double-check your order before approving the shipment to avoid any issues. In the unlikely event that your doll is slightly damaged or compressed during shipping, the customer should make reasonable efforts to repair it or resolve minor issues with the guidance and assistance provided by our support staff. We try to solve all problems with a smile, and these situations often require cooperation and patience. Due to the sensitive nature of our products, we do not accept returns of second-hand items. Items must be unused, unwashed, and must not be tampered with or altered. Stock dolls must not be unpacked and can only be returned in new/intact condition.
All items must be returned to our local warehouse in their original condition and must include their original packaging, accessories, and extras. We are not responsible for any return shipping costs incurred. We strongly recommend that you use a trackable shipping service or purchase shipping insurance. Items returned to us will be inspected upon receipt. The final decision on the refund will be made at our discretion within 10 to 15 days of receipt.
Immunity
Our dolls are handmade, each doll is unique and may have minor differences and imperfections. The following blemishes and minor damages are not subject to our return and refund policy: skin blemishes, blemishes, scratches, marks, compression marks, micro-wounds, minor changes in the surface of the skin, loose or missing nails/toenails, loose or missing eyelashes, minor differences and inconsistencies in facial makeup. The following items are not subject to our return and refund policy; Used Goods, Washing, Alterations, Customized, Customized, Free, Promotional Items, Free Upgrades, Free Extras, and Replacement Items. The following product damage is not subject to our Return and Refund Policy: User damage caused during use, after use, mishandling, or incorrect cleaning methods. No compensation will be made for any issues related to items that are not subject to our return and refund policy.
Cancellation Policy
Most of our products are customized according to customers' requirements. Orders can be cancelled within the first 24 hours, but transaction fees will be charged:
90% refund within 4 hours
80% refund within 24 hours
Order processing begins within 24 hours of receiving your payment. If we have already started production, we cannot cancel the order for any reason. Otherwise, a 50%-70% handling and restocking fee will be charged. If we have already processed your credit card shipping, this amount will be deducted from the refund processed to your card.
Modify and change your order request
We accept change to your order request, depending on the stage of your product in the production process. If your order is placed within 48 hours, we offer a free change service. Changes to your order request after 48 hours are not guaranteed and are at our and the discretion of the relevant manufacturer. Changing your order may cause delays and may also incur additional fees. This service is chargeable and only covers the administrative fee, which is non-refundable if these changes cannot be made. Please do not return or reject the package directly. And do not send any packages to the address information on the package, as this will not be valid for receiving the return package.
We reserve the right to review all returns, refunds, exchanges, and cancellations individually, and the final decision will be at Venuslover's sole discretion. If you have any further questions, please contact us via email or whatsapp. Thank you!
