1) General rule — 100% custom-made
All MyPrivateDoll products are custom-made and made-to-order.
➡ NO RETURNS — NO REFUNDS — NO EXCHANGES
Except for the strict cases listed below. This policy applies to all eligible destinations we ship to:
EU, UK, USA, Canada, Australia, and other eligible English-speaking countries.

2) Final sale
Once production is approved/started, the order becomes final. Custom-made items cannot be resold, therefore “comfort returns” are not accepted.

3) Cancellation (strict window)
Cancellation is allowed within 24 hours of purchase only if:
• production has not started, and
• the order has not been approved by the workshop
After 24 hours: no cancellation for any reason.

4) The only accepted claims (Customer Support)
Claims are accepted only for:
• Shipping damage
• Major manufacturing defects discovered upon delivery
• Incorrect item received (wrong model/config compared to the order)

5) Claim deadline + mandatory evidence
⏱ Claims must be reported within 24 hours after signed delivery.
Required evidence:
• Order number
• Clear photos of the product
• Clear photos of the outer box/packaging
• Video evidence if requested (e.g., functional test)
• Any relevant carrier information (label/tracking)
Late claims or claims with insufficient evidence may be rejected.

6) What is NOT a defect
The following are not defects and do not qualify for replacement or refund:
• minor visual variations
• slight color/texture/seam differences
• small aesthetic imperfections
• material-related variations (silicone/TPE)
• screen-to-real-life color differences

7) Not covered
No return/replacement for:
• change of mind
• customer ordering mistakes / wrong options selected
• normal wear and tear
• misuse, improper care, storage, or cleaning
• unauthorized modification/repair or post-delivery alteration
• delivery refusal / address issues / customer unavailability (see Shipping Policy)

8) Resolution
If the claim is approved by our quality control:
• ✅ replacement only (full or parts, at our discretion)
• ❌ no refunds
• production/shipping timelines may apply similarly to the original order

9) Abuse & chargebacks
Fraud, abusive chargebacks, or false claims may result in account restrictions and submission of supporting evidence to payment providers and/or relevant parties when needed.