Refund policy

Returns

Inspect and Report Your Doll 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 support@not-ye.com. We can then work to resolve the issue.

Damage and Warranty

For the following scenarios, we will offer reshipment, remake, or partial refund:

Incorrect Dolls – If you receive a doll that looks significantly different from the factory photos or the product images on our website, please provide an unboxing video showing the entire doll body, head, shipping label, and the outer package box. We will review the case with our factory and shipping carrier and arrange a replacement if the issue is confirmed. Please keep the original packaging and all accessories, as we may request the item to be returned for further inspection.
Damaged Dolls – If your package arrives severely damaged, please file a claim with the shipping carrier immediately upon receipt. Depending on the severity of the damage, a replacement may be arranged. For minor damage, we will provide the necessary repair kits and guidance to assist you. Please retain the original packaging and damaged item, as a return may be required in certain cases.
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. If you require signature service to prevent package loss, please make sure to note it at the time of checkout.
We offer a Money Back Guarantee for all orders. For a list of what is and is not covered by our Money Back Guarantee, please visit this page.

Return Instructions – DO NOT RETURN PACKAGES WITHOUT CONTACTING US FIRST
For hygiene and safety reasons, we generally do not accept returns on adult products. As a buyer, we’re sure you wouldn’t want to purchase a used doll, right? If you have a valid reason for returning an item, please ensure that the product is brand new and unused.

Before returning any dolls, please ensure they are in new, unused condition.
The return address on the packaging does not apply to custom or in-stock orders.
If you wish to return a package, please contact us for further instructions.
Our team will thoroughly inspect the packaging and the doll. If we find any violation of our return policy, we will not issue a refund. In severe cases, we may report the issue to the credit agency.

Refund After Return

Once the returned doll is received, we will conduct a thorough inspection of both the doll and its packaging to ensure it meets our return policy requirements. The refund will be processed only if the doll is returned in new and unused condition. Dolls that have been used, damaged, or improperly handled will not be eligible for a refund.

If the doll is in new, unused, and undamaged condition, we will process the refund based on the following:

The following deductions will apply to your refund

Shipping Fees: The original shipping cost. Buyers take the return shipping cost.
Packaging & Restocking Fees: Any applicable fees will also be deducted. Usually 15% – 25% of the original order amount.
Transaction Fees: The payment platform’s transaction fees (such as PayPal, credit card fees) will be deducted, as they are non-refundable by the payment Institutions.

Important Note

To ensure that you receive your refund promptly, please follow the proper return instructions and ensure the doll is securely packed. If you have any questions or concerns regarding the return or refund process, feel free to contact us at support@not-ye.com.