After-Sales Service Policy
I. Order Cancellation Policy
a. Cancellation within 24 hours is permitted, subject to bank transaction fees.
a. Cancellation is not allowed. Partial modifications (e.g., makeup, accessories) may be permitted for an additional fee.
b. If the options you wish to modify are no longer adjustable (e.g., changing body type), please contact our sales team with your desired configuration. We will assist you in replacing the product.
a. Customized dolls are non-refundable and non-exchangeable.
b. Overseas warehouse stock (unused and in original condition) may be returned within 3 days of delivery, with return shipping at the customer’s expense.
II. After-Sales Issue Resolution
a. To ensure clear responsibility and product integrity, each SEDOLL’s head package is secured with a one-time product seal.
b. If the head seal is intact, it confirms that the head left our factory in perfect condition.
c. For any claims involving the doll (head and/or body), a complete unboxing video—covering the inspection of the seal, packaging, and product—is required as the only valid proof for damage claims.
d. Claims without an unboxing video, or for damage occurring after the customer has broken the seal, cannot be accepted for free replacement.
e. Customs inspection may result in the original seal being replaced by an official customs label. This situation is outside the control of both the brand and the customer.
a. Inspect immediately upon receipt and record an unboxing video. Do not use the product before confirming its condition.
a. 7-Day Quality Warranty: Covers non-human-induced defects (proof requires photos of the packaging and damaged areas).
b. 15-Day Skeleton Warranty: Addresses non-human-induced skeleton issues, with remanufacturing of the same model.
c. 30-Day Functional Warranty: Covers malfunctions in robotic/heating features, with a refund for the corresponding option.
a. Free repair tools (e.g., glue, replacement parts) will be provided upon request.
III. Shipping Liability
a. Lost Packages: Full compensation will be provided.
a. For major damage, file a claim with the courier immediately. If the claim fails due to customer negligence, the responsibility lies with the customer.
a. Problems caused by incorrect addresses/contact details are the customer’s responsibility.