Refund policy

100% Satisfaction
With the first-class service of 5-star ratings, Moon-Doll is always the best store to buy premium quality sex dolls . All of our sex dolls here are made of platinum TPE/Silicone, 100% non-toxic, and medical-grade, premium quality guarantee. We make every detail like fingernails, eyelashes, to be as lifelike as possible. We offer real factory pictures to ensure that you are satisfied with all the details before shipment. If there is any mistake with your order (defects or wrongly shipment) on receipt of your doll, we will fix it or replace it.

Quality Control
We have established a strict quality control system, and every doll is thoroughly inspected and tested before leaving the factory with firm privacy-preserving packaging and guaranteed logistics. We perform a quality check on your dolls before we ship them to you. Therefore, there will be unlikely any damage or defects on your dolls.

Real Photo 
Before shipping, we will send you the real photo of what you ordered to ensure all is committed to your requirement .You have most opportunities to adjust face makeup, hairstyle, body details, etc. Please note that some may not be changed if the doll has been ready, such as the face/body make-up of the silicone doll; implanted hair cannot be changed once done. Make sure every detail is correct as you want.

Order processing starts within 12 hours of receipt of your payments — the factory begins work on your customized doll or our team begins to pack your in-stock doll. This means that materials are purchased, time is pre-allocated and costs are incurred. We may not meet our delivery guidelines if we did not work to such strict time constraints.

Please make sure your order is correct before you hit the submit button. Cancellations made within 24 hours of purchase will incur a 10% cancellation fee to cover our costs. Cancellations made after 24 hours of purchase will be subject to a 20-30% cancellation fee as further production and time costs have been incurred. This amount will be deducted from the refund processed to your card in the event we have already processed your credit card for shipping.

Orders as below cannot be canceled:

– Order with implanted hair cannot be canceled as implanted hair is handmade and time costs are huge.
– Silicone doll orders cannot be canceled because it costs much than TPE if the factory processes the order.
– In-stock dolls. We will ship it on receipt of your order if you choose in-stock dolls. The shipping carrier may take it while you cancel it, and we cannot recall the package as it may cost a lot of shipping fees.
Before you place an order, please make sure everything works correctly.

However, you will not be charged any fees to add items, change items anytime prior to processing the order. An order cannot be changed or canceled once it has been processed since it’s a personal custom-made product. In the event your order has already been in processing, any changes or cancellation would be subject to our Return & Exchange Policy.


Damages & Warranty

– Wrong Dolls
When you receive the doll and you find it looks absolutely different from the real photo or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check to our factory and shipping carrier, and arrange a new replacement for you.

– Damaged Dolls
You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depends on how severe damage it is. For slight damage, we will provide all the necessary kits to help you fix the item.

So you must inspect it from head to toe before using it on receipt of the doll. This is very important. If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at We can then work to resolve the issue.

If the item is damaged due to improper use, you are not eligible for any return or exchange. You must have common sense and take care of the item to avoid any damage to the product.

We appreciate any feedback as well as it can help usto avoid a repeat of these issues in the future.

What is not covered under the guarantee?
User damage – All of the dolls have been performed a quality check before we ship to you. When you use the doll, please take care. Any suspicious and user-generated damage will not be covered. To learn more about caring for the dolls, please visit this page.
Used Dolls – Any dolls which have been used will not be eligible under the guarantee.
Skin imperfections – It’s normal that the skin color looks slightly different on computer screens versus the one you receive.
Finger & Toe Nails – The nails on the dolls may become loose during shipping or afterwhile you receive the package as we just use light glue to make sure nails can be removed by the buyer. If a nail falls off, just use our lash & nail glue to re-attach it.
Loose Eyelash – A protective eye mask (spongy) will be attached to the doll’s face to protect her eyes. Even if the eyelash falls off, you can re-attach it with our lash & nail glue by yourself.
Makeup Difference – We have made our efforts to re-create the makeup made by the photographer in the picture. However, it’s not guaranteed to match 100%. Every doll may differ slightly from the picture. In the rare event, you don’t like it, you can remove the makeup and create makeup as you prefer.
Heating and moaning – please make sure the heating and moaning option works well on receipt of your doll. We don’t cover this if it is disconnected while you use it. The factory can repair it if the buyer pays for the shipping. (never disconnected if used in an appropriate way.)

***DO NOT FILE A CLAIM WITH YOUR PAYMENT CARD OR RETURN THE PACKAGE DIRECTLY. If you want to cancel your order or return your package, send us an email to talk things over. The shipping address on the package box is not available for returning made-to-order and in-stock orders. Please make sure the doll is brand new and never be used before you return it to us.

***we usually accept returns within 3 business days of their arrival at our logistic center. During peak time it could take up to 7 business days. The time need to proceed your refund may vary based on the payment firm.

If you have any question, please don't hesitate to contact us:
Address:315#,building 4#,xiang ju ming yuan 1#,road 14#,qi che cheng,Dongguan,China