At Dolls Castle®, we are committed to providing high-quality adult products while maintaining strict hygiene, safety, and fairness standards for both our customers and our business.
3.1 Order Cancellation
Orders may be canceled within 12 hours of purchase. After this period, orders may have entered processing or production and cannot be canceled.
3.2 Product Nature & Hygiene Policy
Due to the intimate and hygienic nature of adult sex dolls and adult sex toys, all products are subject to strict non-return conditions.
Items that have been opened, used, or altered are not eligible for return or refund under any circumstances.
3.3 Mandatory Unboxing Evidence
Customers are strongly required to record a full unboxing video when receiving the package.
The video must clearly show:
- The unopened package with shipping label visible
- The full unsealing process
- The product condition upon first opening
Claims regarding damage, defects, or missing items without valid unboxing video evidence may not be accepted.
3.4 Returns Eligibility
We only accept return or replacement requests under the following conditions:
- The item is unused, unopened, and in original packaging
- The request is submitted within 7 days of delivery
- Valid proof (including unboxing video when applicable) is provided
3.5 Non-Returnable Items
The following items are not eligible for return:
- Opened or used adult products
- Unsealed sex dolls or sex toys
- Customized or made-to-order products
- Items damaged due to misuse, improper handling, or personal modification
- Items without sufficient proof of issue
3.6 Damaged, Defective, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery and provide:
- Order number
- Clear photos and/or videos
- Unboxing video (required for claim validation)
We will assess the issue and offer a replacement or refund if the claim is verified.
3.7 Refund Process
Once your case is reviewed and approved:
- Refunds will be issued to the original payment method
- Processing time: 5–10 business days
Shipping fees are non-refundable unless the product is confirmed defective or incorrect.
3.8 Return Shipping
For custom orders
1.Customers are responsible for return shipping costs unless the product is confirmed to be defective or incorrect.
2.As each custom order is made according to the customer’s specifications, returns or refunds will not be accepted for changes of mind, personal preferences, or other non-quality-related reasons.
3.If a returned custom product is found to be damaged, altered, or used, the customer will be responsible for any resulting loss in value, repair costs, or other related expenses, which may be deducted from any applicable refund.
For US or EU local warehouses orders
1.We will make reasonable efforts to intercept the shipment and arrange for it to be returned to our warehouse, where possible.
2.The buyer will be responsible for all costs incurred as a result, including the outbound shipping charges, interception fees (if applicable), and return shipping charges.
3.If the shipment cannot be intercepted and is refused upon delivery, the buyer will still be responsible for both the outbound shipping charges and the return shipping charges.
We recommend using a trackable shipping method. Dolls Castle® is not responsible for lost or damaged returns.
3.9 Discreet & Confidential Handling
All orders, returns, and communications are handled with strict discretion.
3.10 Contact Us
For any return or refund inquiries, please contact Dolls Castle® support team.
3.11
Dolls Castle®is an innovative brand focused on customization and operated by HongKong Human Technology Co.,Ltd
Dolls Castle®fully complies with and follows all applicable laws and regulations in Hong Kong.