Refund Policy

info 1. Our Guarantee

At myDollMate, we stand behind the quality of our products. We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

schedule 2. Return Window

You have 30 days from the date of delivery to initiate a return or exchange.

• Returns must be requested within 30 days of delivery
• Products must be unused and in original condition
• Original packaging must be included
• All accessories and documentation must be returned

check_circle 3. Eligible Returns

We accept returns for the following reasons:

• Defective Products: Manufacturing defects or damage
• Wrong Item: You received an incorrect product
• Not as Described: Product significantly differs from description
• Changed Mind: General returns within 30 days (subject to restocking fee)

cancel 4. Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalized products
• Products marked as "Final Sale"
• Items damaged due to misuse or negligence
• Products without original packaging or tags
• Hygiene-sensitive items that have been opened

cached 5. Return Process

To initiate a return:

• Step 1: Contact our customer service at returns@myaidolls.com
• Step 2: Provide your order number and reason for return
• Step 3: Receive a Return Authorization (RA) number
• Step 4: Pack the item securely with all original contents
• Step 5: Ship the item to our returns address (provided with RA)
• Step 6: Track your return shipment

local_shipping 6. Return Shipping

Return shipping costs depend on the reason for return:

• Defective/Wrong Item: We cover return shipping costs
• Changed Mind: Customer is responsible for return shipping
• We recommend using trackable shipping methods
• We are not responsible for items lost or damaged in return transit

payments 7. Refund Processing

Once we receive and inspect your return:

• Inspection typically takes 3-5 business days
• You'll receive an email notification of approval or rejection
• Approved refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Bank processing may take an additional 5-10 business days

money_off 8. Restocking Fee

A restocking fee may apply in certain situations:

• 15% restocking fee for "changed mind" returns
• No fee for defective or incorrect items
• No fee for exchanges
• Fee is deducted from your refund amount

swap_horiz 9. Exchanges

We're happy to exchange items for:

• Different size or color (subject to availability)
• Different product of equal or greater value
• No exchange fee for defective items
• Follow the same return process and note you want an exchange

build 10. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately (within 48 hours of delivery)
• Provide photos of the damage/defect
• We'll arrange for replacement or full refund
• We cover all shipping costs for damaged/defective items

card_giftcard 11. Partial Refunds

Partial refunds may be granted for:

• Items with obvious signs of use
• Items not in original condition
• Items with missing parts not due to our error
• Items returned more than 30 days after delivery

email 12. Contact Us

Questions about returns or refunds? We're here to help:

• Returns Email: returns@mydollmate.com
• Customer Service: support@mydollmate.com
• Phone: 215-313-4781
• Visit our Contact Page