Cancellation & Return Policy

Welcome to Soul Sex Doll! Soul Sex Doll is delighted to introduce our most recent policy that delivers exceptional transparency combined with flexible options and complete assurance. Making our customers satisfied stands as our main focus because we want to offer complete ease throughout your shopping journey. The customer service team at our company remains available to help anytime you need clarification.

Cancellation Policy

Before You Order

Placing an order with full knowledge remains our priority. Having a clear sense of what you want before making payment leads to improved process efficiency. You can find assistance for choosing your ideal doll through the following resources.

Description & Factory Photos:Learn more in pictures on our website.
Join Community: Receive advice, make friends and connect on Discord, Reddit or one of our community forums.

Live Chat & Contact Page: You are already in Contact, our Live Chat and Contact Page is always available for any questions.

Flexible Cancellation Options

Timeframe	Refund Ratio	Notes
Full refund within 4 hours after payment	100%
95% refund within 8 hours after payment	95%
80% refund within 24 hours after payment	80%
No cancellation after 24 hours	N/A	Custom orders cannot be canceled once production starts.

Note: The order processing starts after payment within 24 hours. When in processing, the production for the custom dolls begins as soon as on processing commences. As for stock dolls, the shipping preparations also start immediately. Once the production is underway, or after 24 hours, cancellations are not possible as the production costs have started and materials and labor are already gone.

Additional Instructions for Stock Dolls

Cancellation	Details
No cancellation after shipment	After it is shipped refund becomes less due, as it includes shipping and labor and packaging costs.
Deduction of fees after cancellation	When the item ships after cancellation, the relevant fees will be subtracted from the refund.

When Items Are Out of Stock

Option	Description
Free replacement	Choose another doll. The extra compensation is granted, on top of refunding or adjusting any price difference.
Full refund	Alternatively, you can choose to get a 100 % refund as this is the case if the doll you have selected is out of stock.

Return Policy

Inspect the Doll After Receiving It

For any concerns or are dissatisfied with the order, please contact us within 24 hours. Here’s what to do:

Action	Details
Inspect the Doll	As soon as the doll arrives, examine it all over from head to toe.
Record the Unboxing	It’s not a bad idea to make an unboxing video as documentation and troubleshooting purposes.
Send Email	It should be clear photos or videos to support@soulsexdoll.com for immediate Help.

Possible Issues & Solutions

Problem Category	Description	Solution
Wrong Doll	Far from the factory photos or the website description, the doll is significant different.	Unbox the doll (all the way), head, shipping label and outer packaging. Once we confirm the discrepancy we will arrange a replacement.
Damaged Doll	During shipping the doll had been seriously damaged.	Contact the shipping company and file a claim, as well as notify us. The offers we will make depend on the situation, it could be repair kit / replacement doll / refund.
Lost Package	The tracking info states ‘delivered,’ but the package was never received.	File a claim with UPS/FedEx as well as notify us. We usually add adult signature service for correct deliveries.

Important Notes

Conditions	Details
Hygiene & Safety	Returns are not accepted for adult products as a rule, as it is the nature of adult products.
Unauthorized Returns	Refunds are not considered for packages returned without prior authorization.
Custom Products	Custom dolls cannot be returned.
User-Caused Damage	Improper use or handling will result in damage that is not covered. Caring for the doll makes the life cycle of the doll longer.

Refund Policy

Contact Us First — No Disputes

We are a trusted and professional merchant taking into account your satisfaction as a valued client. If you encounter any problems please contact us and do not make a chargeback or dispute. Doing this resolves your problems quickly.

Refund Process

Payment Method	Processing Time
Credit/Debit Card	6–10 business days
PayPal	7 business days
Klarna	7 business days

If you don’t receive your refund within the specified timeframe, get in touch for a refund reference number and then get in touch with your bank, payment provider for further information.

Cancellation & Return Guidelines

Confirm Before Cancellation

Action	Details
Confirm Before Paying	Double-check all order details before completing payment.
Cancel Within 24 Hours (Custom/Pre-Order)	We start processing orders within 8 hours of payment.
More Than 24 Hours or After Production Starts	Once production has started on custom orders, they can no longer be canceled.

Canceled Order Refund Percentage

Timeframe	Refund Percentage
95% refund within 8 hours of canceling an order	95%
80% refund within 24 hours of canceling an order	80%
50%–70% refund after production is completed	50%–70%

Restocking Fee: This fee is being charged in order to cover process costs including order processing, material purchase, packaging, inspection etc. These are measures to ensure that fair and affordable prices are continued.

Modify an Order

You can change your order before it enters the processing stage free of charge. If processing declines there are no further changes or cancellations that can be made after this point.

Ensuring a Smooth Refund & Protecting Your Rights

At this time we kindly do not want you to request a chargeback directly. If you have any issues, please contact us first before you suffer a setback as we’ll fix it quickly as possible. The refunds are issued through the original payment method.

We appreciate that you chose Soul Sex Doll. We understand that you trust us, which is why we look forward to serving you.