Important for adult products: for hygiene reasons, products that have been unsealed or used cannot be returned. This page sets out exactly when you can return an item and how refunds work.
Last updated: October 2, 2026
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1. The hygiene rule
Once a doll has been unsealed or used, it cannot be returned for hygiene reasons. This is standard practice across the industry, and it works in your favor too: the doll you receive has never been opened by anyone else. If something is wrong on arrival, see 2.2 below.
2. When you can return
2.1 Unopened orders (7 days)
Orders can be returned within 7 days of delivery if the factory seal is intact. Once a doll has been unpacked, hygiene rules that protect the next buyer mean we cannot accept a return.
EU and UK customers: as a consumer you also have the statutory right of withdrawal within 14 days of delivery for goods whose factory seal is intact, under EU distance-selling rules. Our 7-day policy is a voluntary commitment and never limits that right. Once the seal is broken, the statutory right of withdrawal no longer applies, in line with the statutory hygiene exception for sealed adult products.
2.2 Damaged or defective on arrival
If your doll arrives damaged or something is clearly wrong, contact us within 7 days of delivery with your order number and photos of the affected area. We will assess the case together with the workshop and make it right. This 7-day window is our own process for damaged-on-arrival cases; your statutory consumer rights are of course unaffected.
3. How to start a return or claim
Email [email protected] with your order number and photos – the sealed box for an unopened return, or the affected area if something arrived damaged. A real person replies within 24 hours and confirms the next step.
4. Refunds: method and timeline
Refunds are issued to the original payment method, within 5-10 business days of approval.
5. Contact
Questions about a return or a claim?
Email [email protected] with your order number – a real person replies within 24 hours.
Related: Price Guarantee · Shipping Policy · Track Your Order
Statutory right of withdrawal (EU / UK consumers)
Consumers in the European Union and the United Kingdom have the right to withdraw from a distance contract within 14 days without giving any reason. The withdrawal period runs from the day on which you, or a third party nominated by you (other than the carrier), take physical possession of the goods. To exercise the right of withdrawal, you must inform us — Qijiayu International (Hong Kong) Limited, E-Mail: [email protected] — by means of a clear statement (e.g. a letter or email sent from our site’s contact page). You may use the model withdrawal form below, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. If you withdraw from this contract, we shall reimburse all payments received from you, excluding delivery costs, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We may withhold reimbursement until we have received the goods back. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you inform us of the withdrawal.
Exception: for hygiene reasons, products whose seal has been broken or which have otherwise been unsealed cannot be returned or withdrawn from — as provided by Art. 16(e) of the Consumer Rights Directive, the right of withdrawal may be lost for goods which, by their nature, are unsuitable for return once unsealed. Unopened, sealed items remain fully returnable under this statutory right as well as under our returns policy above.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: Qijiayu International (Hong Kong) Limited, E-Mail: [email protected]
I / we (*) hereby give notice that I / we (*) withdraw from my / our (*) contract of sale of the following goods (*) / for the provision of the following service (*),
Ordered on (*) / received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.
