Refunds, Returns & Cancellations
At YumeDol, every doll is crafted to order or carefully quality-checked before it reaches you. Because these are intimate, personal products, please read this policy carefully before placing your order.
1. Order Modification
- Custom orders: You may request changes free of charge within 48 hours of placing your order, as long as production has not advanced. After 48 hours, modifications depend on the production stage and are handled case by case.
- In-stock orders: Modifications cannot be made once the package has shipped.
2. Cancellations
Once an order is placed and paid (including a deposit), it is considered a committed order.
| In-stock order | Refund |
|---|---|
| Within 8 hours | 95% refund |
| Within 24 hours | 85% refund |
| After 24 hours / once shipped | Not cancellable |
- Custom orders: Once production has started, a material and labor fee of 5%–30% (depending on stage) is non-refundable.
- Why we charge cancellation fees: payment-processing fees, custom material costs, and packaging costs are already incurred and non-refundable.
3. Returns
For hygiene and safety reasons, we generally do not accept returns on adult products. Returns may be considered only if the item is brand new, unused, and unopened.
- Do not return any package without contacting us first at hello@yumedol.me.
- Upon receipt, inspect your doll thoroughly and film an unboxing video (whole body, head, shipping label, outer box) before use.
- We inspect any returned item; if our return policy is violated, no refund will be issued.
4. What We Cover (Replacement / Remake / Partial Refund)
Contact us within 48 hours of delivery with clear photos/video:
- Incorrect doll — significantly different from the product images: we verify with the workshop and arrange a replacement.
- Damaged in transit — file a claim with the carrier immediately; depending on severity we arrange a replacement or provide repair kits for minor damage.
- Missing package — if tracking shows delivered but you received nothing, contact the carrier and us immediately.
5. What We Do NOT Cover
The following are normal characteristics of handmade dolls and are not considered defects:
- Minor blemishes: marks, scratches, micro-cuts, injection points, mold seam lines, slight makeup/color differences, and a 1–3 cm measurement tolerance.
- Loose fingernails/toenails or eyelashes (lightly glued by design — re-attach with the included glue).
- User damage: hyperextension of limbs, skeleton fracture, or tearing caused by mishandling.
- Heating/sound features: please verify on receipt; not covered if disconnected during use.
- Slight weight differences when extra options are added.
- Used dolls are not eligible.
6. Refund After Return — Deductions
If an approved return arrives new and unused, the refund is processed minus:
- Original shipping cost + return shipping (paid by buyer);
- Packaging/restocking fee: 15%–25% of the order;
- Non-refundable payment-processing (transaction) fees.
7. Refund Timeframe
Approved refunds are issued to your original payment method. Credit/debit card refunds typically take 7–10 business days, subject to your bank.
8. Please Do Not Initiate Chargebacks or Disputes
We are committed to resolving every issue fairly. If you have a concern, contact us first at hello@yumedol.me — we will work with you promptly. Filing a chargeback or payment dispute before contacting us only delays resolution. In the event of fraudulent chargebacks after delivery, we reserve the right to pursue recovery of our losses.
9. Contact
hello@yumedol.me — we typically respond within 24–48 hours.