Thank you for shopping at Veladoll (“we,” “us,” or “our”). We want to ensure that you are completely satisfied with your purchase. Please carefully read the following Return and Refund Policy to understand your rights and the steps you need to take.

  1. 30-Day Return and Refund Guarantee

We offer a 30-day return and refund guarantee, provided that:

  • The product has not been used, is in its original condition, and the packaging is intact.
  • Returns must be requested within 30 days of receiving the product.
  • Refunds will not be processed unless approved, except in cases of damaged or defective items.

Damaged or Defective Items: If the product is damaged or defective, we will provide a full refund or replacement as per the terms outlined below.

  1. Order Cancellation Policy
  • Cancel within 24 Hours: You may cancel your order within 24 hours of placing it. A 20% cancellation feemay apply.
  • Cancellation Not Allowed After 24 Hours: Once the order has been shipped or after 24 hours, the order cannot be canceled.
  1. Order Change Policy
  • Change within 12 Hours: You may request changes to your order (such as changing the product or modifying the shipping address) within 12 hours of placing the order. A $79 change fee may apply.
  • No Changes After 12 Hours: Once 12 hours have passed, changes to the order cannot be made.
  1. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately within 30 days of receiving the product. We will offer a full refund or replacement, depending on the circumstances.

  1. Refund Processing
  • Refund Process: If your return is accepted, we will initiate the refund to your original payment method. Please note that the refund may take 10business days to process, depending on your payment provider.
  • Refund Conditions: Refunds are only available if the product has not been used and is in its original condition. Products that have been opened or used will not be refunded, unless the item is damaged or defective.
  1. Return Shipping Costs
  • Return Shipping: You will be responsible for return shipping costs unless the product is damaged, defective, or incorrect.
  • Original Shipping Fees: Original shipping fees are non-refundable unless the return is due to a mistake on our part (e.g., incorrect or defective item).
  1. Exchange Policy

If you receive a damaged or defective product, we offer an exchange. Please contact our customer service team within 30 days of receiving the item to initiate the exchange process.

  1. Contact Us

If you have any questions about our Return and Refund Policy or need assistance with a return, please contact us at:

  • Email: service@veladoll.com
  • Phone: +8618002933215

Important Notes

  • Please ensure that you read all product details before purchasing, especially regarding size, material, usage instructions, and other important information, to avoid any issues with returns or exchanges.
  • Due to the nature of our products (adult dolls), all returned items must be unused and in their original packaging to qualify for a return.