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Cancel & Refund
The order is your trust for us! That's why we take every order seriously and encourage our customers to carefully confirm the details before placing an order. If you have any doubts or hesitation, we encourage you to contact us or request actual doll photos from us. We are always here to assist and ensure that you are completely satisfied with your order.
Cancellations made within 24 hours of placing an order are subject to a 5% non-refundable restocking fee.
Cancellations made after 24 hours but before the doll has been shipped (while still in production) are subject to a 30% non-refundable restocking fee.
If the doll is almost complete but has not yet been shipped, a 40% non-refundable restocking fee will be applied.
(The restocking fee will be based on the total amount of your order, and it will be deducted directly from your refund.)
We will issue a refund to your original payment method or credit card/PayPal account once we agree to cancel or process a return.
Refund time frames for different payment methods:
Credit Card/Debit Card: 6-10 business days
PayPal: 2 business days
If you still haven't received your refund after the average standard time, please contact us for a refund number and then reach out to your credit or debit card issuer or bank for more information. The amount of time it takes for the refund to appear in your account may vary depending on your bank's policies. (Please do not file a chargeback request directly, as this may delay your refund.)
Order Change
we are willing to work with customers to make reasonable modifications to their orders. If you would like to make changes to your order, please contact us within the first 48hrs of placing your order and we will make changes for you for free (within the limits we usually allow).
If you insist on making any changes after 48hrs of placing your order, there would be a charge for the costs that have been incurred, such as raw materials, labor fees, etc., depending on the feasibility of the request. Please note that we cannot guarantee to fulfill all requests, but we will do our best to help. Thank you for understanding.
Damaged Doll, Missing Part or Incorrect Doll
If your doll is damaged during transit, has missing parts, or is the wrong version, please contact us within 48hrs and provide relevant photos and videos. We will assist you in applying for compensation or returning the product based on the specific situation. Please do not cancel the order or request a refund without first contacting us, as this will only delay the resolution of the issue. Thank you for your understanding!
If you have any issues with your order, please don't hesitate to contact us, or directly email us at service@realdollshub.com. We apologize for any inconvenience and are happy to help resolve any issues with your order. Thank you for your understanding!
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Phone: +1 (361)-813-0910
Email: service@realdollshub.com
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