Inspect and Report CATDOLL Upon Receipt
Thoroughly inspect the doll from head to toe before use. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. It is important to use common sense and handle the item properly to avoid causing any damage to the product.
If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at [email protected]. We can then work to resolve the issue.
We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
Damage and Warranty
For the following scenarios, we will offer reshipment, remake, or partial refund:
Incorrect Dolls: When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check with our factory and shipping carrier, and arrange a new replacement for you.
Damaged Dolls: You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.
Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)
***DO NOT RETURN THE PACKAGE DIRECTLY
Generally, returns are not accepted for adult products. As a buyer, you wouldn’t want to purchase a doll that has been previously used by other people, correct? If you have a valid reason for a return, please ensure that the product is in new condition. Our team will thoroughly inspect your doll package, and if we find any violations of our return policy, a refund will not be issued, and the incident will be reported to credit agencies in some serious cases.
Please ensure that the doll is in brand-new condition and has not been used before returning it to us.
The shipping address on the packaging box is not applicable for returning custom orders and inventory orders.
If you wish to return the package, please contact us for further instructions.
We offer a Money Back Guarantee for all orders. For a list of what is and is not covered by our Money Back Guarantee.
What’S Not Covered By The Money-Back Guarantee?
Minor defects are not considered damage and are not covered by our money-back guarantee. Minor blemishes include skin blemishes, scratches, marks, indentations, dents, micro-cuts, minor changes in the skin surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor differences and inconsistencies with facial makeup, and/or body makeup. These blemishes can be fixed according to CATDOLL’s suggestions.
Finger & Toe Nails – The nails on the dolls may become loose during shipping or after you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
Minor skin blemishes and slight changes in skin surface caused by the manufacturing process (such as injection sites and mold seam lines, scars on top of silicone heads, etc.) are not considered defects and are not covered by our money-back guarantee.
Minor damage caused by the courier/shipping company is easily repaired, such as minor scrapes on the skin, bent neck, etc. CATDOLL can provide assistance and repair tools. Customers should make reasonable repair attempts based on CATDOLL’s recommendations.
All sex dolls here are handmade. Therefore, each doll is slightly unique, so there will be slight differences. You will receive photos of your doll before it is shipped from the factory. If the details are significantly different from your expectations, we will correct them at your request before the doll leaves the workshop. Please ensure that our email ([email protected]) is not blocked to receive our email information in time.
The doll’s facial makeup, areola color, vagina color, etc. will have slight differences due to different screen displays or manual makeup, etc., which is allowed. We have made our efforts to recreate the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%.
Please allow a slight 1-3cm difference due to manual measurement.
Heating and Moaning
Some manufacturers don’t cover this. So we recommend you purchase a heating blanket instead of a heating option. Please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it disconnected while you use it.
User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. After you submit a damage report, if any damage is believed to have been caused by customer mishandling or negligence, the doll will not be covered under warranty. This includes hyperextension of the limbs, fracture of the skeleton, and tearing of the opening. We reserve the right to review the doll and assess the source of damage based on all information provided. The final decision will be at the sole discretion of CATDOLL .
Sex dolls are extremely personal products. Any dolls which have been used will not be eligible under the guarantee. But we’ll do our best to suggest a fix for you.