Refund & Return Policy
Order Cancellations & Refunds Before Shipping
Regarding order cancellations and refunds before shipment, please refer to the following policy:
Within 12 hours of payment: Orders may be cancelled for a full refund. (Note: No more than 10% processing fee applies, as these merchant transaction fees are charged directly by third-party payment service providers at the time of purchase and cannot be reversed).
After 12 hours and within 24 hours of payment: Orders may be cancelled for an 80% refund (a 20% cancellation fee will be deducted). (Note: This deduction covers non-refundable initial administrative expenses, order processing costs, and warehouse stock allocation/sourcing operations already initiated for your order. Additionally, for non-PayPal transactions, applicable non-reimbursable payment processing fees are also included in this adjustment).
After 24 hours of payment: Orders enter full fulfillment, custom preparation, or dispatch stages and cannot be cancelled or altered.If you still wish to cancel and request a refund, a 20% processing fee will be deducted. (Note: This deduction covers non-refundable initial administrative expenses, order processing costs, and warehouse stock allocation/sourcing operations already initiated for your order). If the order has already been contacted with logistics or shipped, the corresponding logistics fee will also be deducted. Cancelled or refunded orders are not eligible for the website’s free shipping policy.
Returns & Refunds After Delivery
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
Due to the intimate and personal care nature of adult pleasure products, strict hygiene standards apply:
To be eligible for a return, your item must be in 100% original, brand-new condition — unopened, completely unused, with all original factory seals intact, and in its original unopened packaging (including all free promotional gifts).
You will also need the receipt or proof of purchase.
To start a return, you can contact us at support@moesexdoll.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without prior authorization will not be accepted.You are responsible for the return shipping costs. You will need to contact a logistics company yourself to arrange return shipping. We do not charge or collect any return shipping fees on your behalf.
Damages, Defective, and Wrong Products
Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong product, please contact us within 24 hours of delivery at support@moesexdoll.com with clear photo or video proof. We will evaluate the issue immediately and provide a replacement or appropriate solution.
Non-Returnable Items / Hygiene Restrictions
Opened or Used Products: Any item that has been unsealed, opened, or used cannot be returned or refunded under any circumstances due to health and sanitary regulations.
Sale & Promotional Items: We cannot accept returns on clearance sale items, custom orders, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the unopened item (upon authorization), and once the return is accepted, make a separate purchase for the new item.
Refund Process
We will notify you once we’ve received and inspected your returned package, and let you know if the refund is approved based on the product condition. If approved, you’ll be automatically refunded on your original payment method or the refund account you negotiated. Please remember it can take 3–7 business days for your bank or credit card company to process and post the refund.
A 20% processing fee will be deducted. (Note: This deduction covers non-refundable initial administrative expenses, order processing costs, and warehouse stock allocation/sourcing operations already initiated for your order).In addition, the logistics costs incurred in delivering your goods will also be deducted. Cancelled or refunded orders are not eligible for the website’s free shipping policy.
Term of Use
These Terms of Refunds and any separate agreements whereby we provide you Refunds shall be governed by and construed in accordance with the laws of Hong Kong, China.
