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Order Cancellation Policy
1.Cancellation Without Charge
Customers retain the right to cancel orders free of charge within 8 hours of placement. All refund processing fees shall be borne solely by the customer.
2.Cancellations Beyond the 8-Hour Window
After 8 hours, orders are presumed to have entered the production phase. Cancellations for special custom orders are strictly prohibited. For standard orders, cancellation fees may be imposed based on the stage of production and associated costs.
3.Post-Dispatch Cancellations
Once the product has been dispatched, cancellation requests will not be entertained under any circumstances.
Order Modification Policy
1.Pre-Production Adjustments
Modifications to orders may be requested at no additional cost prior to the commencement of production.
2. Post-Production Adjustments
Alterations to special custom configurations are irrevocable once production has commenced. Modifications to standard configurations may incur fees commensurate with the complexity of the requested changes.
3. Post-Dispatch Adjustments
No modifications will be permitted following the customer’s confirmation of dispatch, as the production process is deemed finalized.
After-Sales Service Policy
1.Warranty Coverage
Custom Orders (shipped from China): 30-day warranty period commencing upon delivery confirmation.
Stock Orders (EU/US Warehouses): 30-day warranty period commencing upon delivery confirmation.
2.Defect Resolution Protocols
Custom Configuration Discrepancies: Compensation for mismatched custom specifications will be issued based on the value of the affected component (exempt if the customer confirmed configuration accuracy during the post-production review).
Minor Cosmetic Defects: Repair kits will be provided for superficial damages (e.g., fractured nails, smudged makeup, minor surface cracks) identified during the initial unboxing process.
Skeleton Defects
Non-human-induced Skeleton defects (as verified by factory technical assessment) occurring during the warranty period will result in a replacement unit shipped with all associated logistics costs borne by the authorized reseller.
3.Exclusions from Warranty Coverage
User-Induced Damages:Damage attributable to misuse (e.g., exceeding weight limits, improper handling) or normal wear and tear is excluded from warranty claims. For minor repairable damages caused by misuse, complimentary repair adhesive may be provided, with all shipping expenses borne by the customer.
Material Staining:TPE/silicone material discoloration caused by external sources (e.g., contact with dark fabrics, dyes) is excluded from warranty coverage. Complimentary stain removers will be provided for TPE products, with shipping costs incurred by the customer.
Functional Impairments：Malfunctions of technical features (e.g., heating, sound, auto-vaginal suction) within the warranty period will result in a refund corresponding to the value of the impaired function.
Logistical Compensation Terms
1.Post-Delivery Loss
Claims for lost items submitted after successful delivery confirmation will not be accepted.
2.Non-Signature Shipments
For shipments lacking signature confirmation, customers must submit a formal delivery dispute through the logistics tracking portal within 7 calendar days of the indicated delivery date. Compensation eligibility will be determined based on the carrier’s documented investigation report.
3.Inaccurate Delivery Information
Delays, loss, or failed delivery attributable to incorrect address or contact details provided by the customer, following a minimum of three documented contact attempts, will result in no liability being assumed.