RETURN & REFUND POLICY

NovaDoll supports a 7-day return policy, applicable only to orders placed within 7 natural days of delivery. Buyers must apply for a return within this period.

Return Fees: Customers must pay a 20% handling fee, shipping fee, and return shipping fee for returns within 7 natural days

  1. Eligibility: The 7-day return service is available only for orders shipped from overseas warehouses in select countries (USA, EU countries). Factory shipments or orders from other countries are not eligible.

  2. Order Cancellation: For in-stock orders not yet shipped, buyers can cancel and receive a full refund within 6 hours of payment. Refunds will be processed within 5 days.

  3. Late Cancellation: For in-stock orders paid for more than 6 hours but not yet shipped, buyers must pay a 20% handling fee for cancellation and refund requests.

  4. Shipped Orders: For shipped orders, buyers must pay a 20% handling fee, shipping fee, and return shipping fee for cancellations and refund requests.

PLEASE NOTE: No returns will be accepted after 7 days of delivery. All returned orders are subject to NovaDoll's Return Policy.

For 7-day returns, customers must cover the shipping and return shipping fees and a 20% handling fee. These fees will be deducted from the total payment amount, and the remaining balance will be refunded.

CONDITIONS FOR 7-DAY RETURN SERVICE

  1. The service is available only for orders placed within 7 natural days of delivery.

  2. It applies to orders where the customer refuses the package after shipment or cancels after shipment.

  3. It includes returns due to incorrect addresses provided by the customer or delivery failures for other reasons.

  4. Orders returned after customer-requested pickup at a UPS/FedEx Express location but not picked up within the specified time are eligible.

  5. Customers must note the pickup point address when placing an order and leave a message for customer service. If not specified, logistics delivery will be randomly selected. Packages returned due to address issues will incur shipping and return shipping fees and a 20% handling fee.

  6. All returned products will be strictly inspected. If the doll is damaged or used and unsellable, evidence will be provided, and the refund will be refused.

  7. Ensure the packaging is intact, as when shipped. Replace broken boxes to avoid damage during transit. No refund will be issued for damage caused by poor packing.

RETURNS POLICY

Defective Items

If the outer package is badly damaged upon delivery, refuse it and request compensation from the courier. If the doll is defective, contact us within 3 days of delivery with pictures or videos of the defect. Solutions include:

  • Full product replacement
  • Door-to-door repair
  • Free repair tools
  • Partial refund

Incorrect Items

If you receive the wrong product, email us with a picture of the doll received. We will confirm the error and send a replacement or a full refund at our expense. You may keep the incorrect item. Contact us within 3 days of delivery with proof of the incorrect item for a free replacement. After 3 days, replacements or refunds will not be arranged.

7-DAY RETURN & EXCHANGE SERVICE

NovaDoll supports returns and exchanges within 7 days after order placement if the following conditions are met:

  1. Applies only to in-stock orders.
  2. No wrong dolls or misdeliveries.
  3. The package is undamaged.
  4. The doll is intact and unopened.

Eligible customers must pay:

  1. A 20% handling fee (covering production, packing, shipping, and operational fees).
  2. Shipping costs for both shipping and return shipping.

PLEASE NOTE: No returns will be accepted after 7 days of delivery.