Refund policy

一. Return & Exchange General Principles

  • No Returns or Exchanges for Non-Quality Issues 

All items sold on our site are tailor-made, ensuring uniqueness and non-replicability. Therefore, we generally do not accept returns or exchanges for reasons other than product quality issues or damage during shipping.

  • Acceptable Conditions for Returns & Exchanges

Quality Issues:

Includes defects such as loose stitching, color fading, and other significant craftsmanship flaws.

Transit Damage:

Includes damage, deformation, or loss of products during shipping (proof of shipping label and unboxing video required).

Incorrect/Missing Items:

Includes errors on our part, such as sending the wrong item or failing to include all ordered items.

  • Non-Acceptable Conditions for Returns & Exchanges

Personal Preference:

We do not accept returns or exchanges due to subjective preferences, such as incorrect color or size choices made by the customer.

Used or Damaged Items:

We do not accept returns or exchanges for items that have been worn, used, or intentionally damaged.

Time Limit:

We do not accept returns or exchanges after the specified return period has expired.

二、Return & Exchange Process and Timeline

  • Application Deadline:

Quality Issues/Transit Damage:

Please contact us within 7 days of receipt and provide evidence (photos/videos) of the issue.

Incorrect/Missing Items:

Please notify us within 48 hours of receipt if you received the wrong item or your order is incomplete.

  • Processing Procedure

Step 1: Contact Us

You can reach out to us through the contact methods available on our website (such as the online chat window or email at [sugardondondoll@gmail.com]) to explain the issue. Please provide your order number and any supporting evidence.

Step 2: Review

We will review your request within 24 hours of receipt and communicate with you to confirm the return or exchange details.

Step 3: Return Shipping

Once we confirm that your item meets the return or exchange conditions, we will send you a return shipping label and instructions on how and where to send the package. Items returned without prior approval will not be accepted.

Step 4: Inspection

Upon receiving the returned item, we will inspect it to ensure it is in good condition and meets the return or exchange criteria.

Step 5: Refund or Exchange

After confirming the item’s condition, we will process your refund or exchange based on your chosen method and notify you of the outcome.

  • Refund Timeframe

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at sugardondondoll@gmail.com.

You can always contact us for any return question at sugardondondoll@gmail.com.