REFUND GUARANTEE

We are committed to providing high‑quality sex dolls and services that meet and exceed our customers’ expectations. We understand that circumstances may sometimes not go as planned; therefore, we offer a 100% satisfaction guarantee on all of our products. We are confident in the quality of our products and want you to shop with peace of mind. Our refund policy is designed to ensure a worry‑free shopping experience. If you are not satisfied with your purchase, please contact us first so that we may understand your situation and provide an appropriate solution. Thank you for choosing our company and for trusting us to deliver the best products and services.

What Do We Guarantee?

Authentic Products 

NVDOLL.COM

All dolls on the NVDOLL.COM website are 100% authentic. We are an officially certified sex doll supplier/distributor for multiple well‑known manufacturers and are authorized to import sex dolls globally.

●Brand New and Perfect Condition Guarantee

All sex dolls are delivered brand new, in original condition, fully functional, and consistent with the descriptions/images shown on the website.

●Quality Control： 

We have established a strict quality control system. Each doll is thoroughly inspected and tested before leaving the workshop, and is shipped in secure, discreet packaging with reliable logistics. We perform a quality check on your doll prior to shipment; therefore, the possibility of any damage or defect is minimal.

100% Satisfaction Guarantee

With premium five‑star service, we provide factory real‑life photos to ensure that you are satisfied with every detail before shipment. Should any issue arise with the doll you receive (e.g., defects or shipping errors), we will take responsibility for repair or replacement.

How Does the Refund Guarantee Work?

Upon receiving the doll, you must carefully inspect it from head to toe and take photos or videos of the unboxing process. Do not use the doll  until you have completed the inspection and confirmed that it is in good condition.

If you discover that the doll is damaged or materially inconsistent with the description, contact our customer service team immediately, providing as much detail as possible together with clear photos and videos. Our team will work with you to diagnose the issue and will offer appropriate compensation based on the extent of the damage, which may include replacement, a partial refund, or a full refund.

●Wrong Doll Shipped：If the doll you receive does not match the factory photos or the images on the website, please provide an unboxing video (showing the doll’s body, head, shipping label, and outer box). We will report and verify the situation with the factory and the shipping carrier, and arrange a replacement for you.

●Damaged Doll： If the package you receive is seriously damaged, you must file a claim with the carrier immediately. We will arrange a replacement depending on the extent of the damage. For minor damage, we will provide all necessary toolkits to help you repair the doll.

●Lost Package： If the tracking information shows that the package was delivered but you have not received any item, please contact UPS/FedEx as soon as possible and file a claim. For added security, we have added adult signature service for most packages (exceptions may apply).

What Is Not Covered by the Refund Guarantee?

Minor Imperfections  

Minor imperfections are not considered damage and are not covered by this Refund Guarantee. Minor imperfections include skin blemishes, scratches, marks, dents, depressions, tiny cuts, minor variations in skin surface, loose or missing fingernails/toenails, loose or missing eyelashes, and minor differences or inconsistencies in facial and/or body makeup. These imperfections may be repaired in accordance with the suggestions provided on the website.

●Fingernails and Toenails： Nails may become loose during shipping or after you receive the package, as we use only a small amount of glue so that buyers may remove them if desired. If nails fall off, simply reapply them using our eyelash/nail glue.

●Eyelash Detachment： A protective eye mask (made of sponge) is attached to the doll’s face to protect the eyes. Even if eyelashes fall off, you can reattach them yourself using our eyelash/nail glue.

●Minor skin blemishes and minor variations in skin surface caused during manufacturing (e.g., injection sites and mold seam lines, scars on the top of the silicone head, etc.) are not considered defects and are not covered by this Refund Guarantee.

●Minor damage caused by courier/shipping carriers  is easily repairable, such as minor abrasions on the skin, neck bending, etc. Assistance and repair tools may be provided. Customers shall attempt reasonable repairs in accordance with our recommendations.

All Sex Dolls Are Handmade

Accordingly, each doll is slightly different and unique. Before the doll leaves the factory, we will send you photos for confirmation. If any detail materially deviates from your expectation, we will modify it according to your request before the doll leaves the workshop. Please ensure that your email inbox is not blocking messages from us （sales@nvdoll.com ）.

●Due to screen display differences or hand‑applied makeup, minor variations in facial makeup, areola color, vaginal color, etc., are permitted. We have made every effort to reproduce the makeup as shown in the photographer’s images, but 100% identical results cannot be guaranteed.

●Because of manual measurement, a tolerance of 1‑3 cm is acceptable.

Heating and Moaning Functions： 

Some manufacturers do not offer these features. Therefore, we recommend purchasing a heating blanket separately rather than relying on a built‑in heating function. Please ensure that the heating and moaning functions operate normally upon receipt. If these functions fail after you have begun using the doll, we will not provide a warranty for such failure.

User Damage

All dolls are quality‑inspected before shipment. Please handle the doll with care when using it. After a damage report is submitted, if any damage is determined to have resulted from improper operation or negligence by the customer, the doll will not be covered by this warranty. Such damage includes overextension of limbs, broken skeleton parts, and torn orifices. We reserve the right to inspect the doll and evaluate the cause of the damage based on all information you provide. Our determination shall be final and binding.

Weight Exceeding Indicated Weight

The weight indicated on our product pages is the base weight (sometimes excluding the head). If you choose additional options—such as ultra‑soft thighs, abdomen, or buttocks, or add functions like automatic suction/breathing—additional gel and mechanical components will be inserted, which will increase the final weight. We manufacture strictly according to the options you select; therefore, weight variations are normal and do not constitute a quality defect.