Return & Exchange Policy
At Lozen Doll, we are committed to providing high-quality products and exceptional customer service. We understand that sometimes a purchase may not meet your expectations, and we provide this clear policy to ensure a smooth resolution.
1. Conditions for Returns & Exchanges
We provide exchange services if the product you received is defective or does not match your order.
Time Limit: Requests must be submitted within 7 days of receiving the product.
Condition: Returned items must be in their original, unused condition, including all original packaging and accessories.
2. Non-Returnable / Non-Exchangeable Items
Due to strict health, hygiene, and safety regulations, the following items cannot be returned or exchanged:
Opened or Used Products: Any item that has been removed from its sealed packaging or used cannot be returned.
Personal Hygiene Nature: Adult dolls are classified as personal hygiene products. Unless there is severe manufacturing damage or significant defects, returns/exchanges are not accepted.
Minor Variations: Slight color differences or minor surface indentations are normal occurrences in the TPE manufacturing process and are not considered defects.
3. Return & Exchange Process
Contact Support: Please contact us via our Official LINE to submit your request.
Proof of Purchase: Provide your Order Number and proof of purchase.
Audit: Our team will review your application. If approved, we will provide you with return instructions.
Processing: Once we receive and inspect the returned item, we will process your refund or exchange.
4. Refunds
Refunds will be processed within a designated period after the returned item is confirmed to be in its original state. The refund will be issued to your original payment method.
5. Important Notes
Pre-Authorization Required: Please do not send items back without contacting us first; unauthorized returns will not be processed.
Shipping Costs: Customers are responsible for return shipping fees unless the return is due to an error on our part (e.g., wrong item sent).
We appreciate your support of Lozen Doll and strive to ensure a satisfying shopping experience. If you have any questions, please contact our customer service team.
