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$140 OFF Automatically at Checkout | Zelex Torso with Hands

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Return & Cancellation Policy

General Return Policy

Due to the intimate nature of our products and strict international health and hygiene regulations, all sales are final. We do not accept returns or exchanges once the shipping seal has been broken or the product has been delivered.

Our products are handcrafted; therefore, minor variations in makeup application, hair styling, and skin tone compared to prototype images are a standard part of the artisanal process. These variances do not constitute a "not as described" condition. In the event of verifiable transit damage, you must notify us at contact@sexdollqueen.com within 24 hours of delivery with clear photographic evidence of both the item and the original shipping crates/packaging.

Customized (Bespoke) Order Cancellations

Customized dolls involve immediate administrative costs, bank fees, and the allocation of specialized factory materials. We apply a strict tiered cancellation schedule based on the time elapsed between Order Placement and the Time of Cancellation Request:

  • Within 1 Hour (Transaction Protection): Cancellations requested within one hour are subject to a 5% Transaction Fee. This covers the non-refundable processing fees charged by banks and payment gateways.

  • 1 to 24 Hours (Processing Window): Cancellations requested between 1 and 24 hours are subject to a 20% Order Processing Fee. This covers administrative labor and the preparation of custom build specifications for the factory.

  • After 24 Hours (Production Phase): Once an order exceeds the 24-hour mark, it enters the physical manufacturing phase where materials are irreversibly consumed. Cancellations or modifications are no longer accepted under any circumstances.

Pre-Built (In-Stock) Order Cancellations

To maintain our fast shipping standards, in-stock items are moved to fulfillment immediately upon payment.

  • Pre-Fulfillment: If a cancellation is requested within 24 hours and before the order has been processed for shipping, a 5% Transaction Fee will be deducted from the refund to cover bank costs.

  • Fulfillment Lock: Once a Tracking Number has been fulfilled or generated in our system, the order is considered final. At this stage, the item has been crated and moved to the secure loading area; therefore, it cannot be intercepted, cancelled, or refunded.

Mandatory Photo Approval Process

All customized orders require formal approval before dispatch. We will provide high-resolution photos of your completed doll for review. Your written or digital approval of these photos constitutes Final Contractual Acceptance of the item's physical appearance. By providing this approval, you acknowledge that the product matches your order and explicitly waive the right to any future "Merchandise Not as Described" claims regarding visual aesthetics.

Abandonment and Non-Responsiveness

Order fulfillment is dependent on your participation in the photo approval process. If a customer fails to respond to approval requests or necessary communications for more than 14 days after production is complete, the order will be Deemed Approved by Default. The item will be dispatched to the shipping address on file. No refunds, returns, or chargeback claims will be honored in instances of customer non-responsiveness.

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