CANCELLATION & ORDER MODIFICATION POLICY

We are committed to providing our customers with high‑quality products and excellent service. In this section, we first introduce our product quality assurance, and then explain in detail our policies regarding order cancellation, refunds, and returns. By understanding these policies, you can place your order on NVDOLL.COM with confidence, knowing that your satisfaction is our top priority. Should you have any questions or concerns, please do not hesitate to contact our professional customer support team.

Order Modifications

Custom Dolls

If you have ordered a custom doll, you may modify your order free of charge within 48 hours of purchase, provided that the requested modifications comply with our standard guidelines. After 48 hours, any modification request will be assessed on a case‑by‑case basis depending on the production stage.

In Stock Dolls  

If you have purchased an in‑stock doll and wish to modify your order, please be aware that once the parcel has been dispatched, no modifications can be made. If you wish to exchange the doll after it has been shipped, such request will be treated as a return, and you will be responsible for the return shipping costs and any related fees.

Cancellations

Cancellation of Custom Orders

We are pleased to assist you in changing or cancelling your order, provided that the relevant conditions are met. If you wish to discuss your order, please feel free to contact us directly. For cancellation of custom orders, each request will be assessed based on factors including the production stage and the specific changes requested. If we approve the cancellation, please be advised that a non‑refundable processing fee (ranging from 5% to 30%) may apply.

Cancellation of In‑Stock Orders

We understand that plans may change. However, once your in‑stock order has been fully packed and dispatched, we will not be able to cancel the order. If you choose to return the product, such return will be processed in accordance with our Return Policy. You will be responsible for the original shipping costs, the return shipping costs, and any applicable packing fees.

Cancellation Timing                                                         Refund Amount

Within 8 hours of purchase                                             95% refund    

Within 24 hours of purchase (after 8 hours)                  85% refund   

After 24 hours from purchase                                         Non cancellable

Why Are Cancellation Fees Charged?

We understand that cancelling an order is sometimes necessary. However, we charge cancellation fees to cover the costs incurred in processing your order. The reasons for imposing such fees are as follows:

Transaction Fees – When you make a purchase, our payment service providers charge us transaction fees to process your payment. These fees are non‑refundable and will be deducted from any refund amount for a cancelled order.

Materials for Custom Orders – For custom orders, once the order is confirmed, we procure materials and commence production. Once production has begun, the costs incurred for materials are non‑refundable.

Packing Fees for In‑Stock Orders – For in‑stock orders, we incur packing costs to prepare your merchandise for dispatch. If an order is cancelled after packing is completed, these costs are also non‑refundable.

Shipping Costs – Once an order has been shipped, shipping costs are non‑refundable, even if you choose to cancel the order or return the product. Return shipping costs shall also be borne by the customer.

As a premium website, we are committed to providing the highest standard of service. When discussing order policies with you, we will apply fees based on the progress of the order. These fees help us maintain efficient operations and continue to provide you with the best possible service. We thank you for your understanding.