Refund & Return Policy

At Seafys Dolls Store, we are committed to providing you with products of the highest quality and ensuring your satisfaction. Please read our refund and return policy carefully to understand the conditions and processes.

Eligibility for Returns

Due to the intimate nature of our products, we cannot accept returns for used or customized items. However, the following conditions are eligible for return or replacement:

  • The product arrives damaged or defective.
  • You receive the wrong product.

To qualify for a return or replacement, you must:

  • Contact us within 48 hours of receiving your order.
  • Provide proof of damage, defect, or incorrect item (e.g., photos).

Non-Returnable Items

The following items are not eligible for return:

  • Used products or those showing signs of wear and tear.
  • Products damaged due to improper handling or maintenance by the customer.
  • Custom-made or personalized items.

Refund Process

If your return is approved, we will process your refund under these guidelines:

  1. Inspection: Returned items will undergo inspection upon receipt.
  2. Refund Timeline: Refunds are typically processed within 7-10 business days after approval.
  3. Payment Method: Refunds will be issued to the original payment method.

Shipping fees are non-refundable unless the return is due to our error (e.g., wrong or defective product).

Situations for Return and Refund

Situation of Not Receiving Goods
  1. Package Interception:
    • If you request to intercept the package during transit, please note that you will be responsible for both the interception fee and the return shipping fee, which is the same as the original shipping cost. We understand this may be an inconvenience, but it helps ensure your package is handled properly.
  2. Refusing the Package Without Cause:
    • If you refuse the package without a valid reason, you will be responsible for the return shipping fees, or you may choose to return the package at your own cost. Please note that we do not accept packages sent via cash-on-delivery (COD). Once the warehouse confirms the product is in good condition and there is no impact on resale, a refund will be issued. If the product condition affects resale, we will not be able to process a refund.
  3. Lost Packages:
    • If your package is lost, indicated by a lack of tracking updates or an abnormal tracking status, please provide a full English screenshot of your order details from the platform. The screenshot should include your shipping address, tracking number, and the value of the order. We will file a claim on your behalf and offer either a full refund or a replacement once the claim is processed. We cannot proceed with a claim unless the necessary documentation is provided.
  4. Address Change During Transit:
    • Should you need to change the address while your package is in transit, you will be responsible for the associated address modification fee. While we will do our best to ensure that the change is successful, please note that if it fails, the fee will still apply.
  5. Package Marked as Delivered but Not Received:
    • If your package is marked as delivered but you claim not to have received it, and you did not opt for a signature service, we are unable to offer compensation. However, we will provide you with the Proof of Delivery (POD) document, and if you wish to open an investigation, please provide evidence that you did not receive the package (e.g., surveillance footage). Investigations are not always successful, but we will do our best to assist you.
Situation After Receiving Goods
  1. Damaged Products:
    • If the packaging or product is damaged upon arrival, please send us photos of the exterior packaging, the shipping label, and the damaged product as soon as possible. Based on the severity of the damage, we will offer compensation. If the product is unusable, we will either send you a replacement or issue a full refund.
  2. TPE Material and Makeup:
    • Please note that the dolls are made from high-quality TPE material, and the facial makeup is hand-painted. Over time, the makeup may fade naturally due to regular use, but this is not considered a quality issue. We hope you understand this is a normal part of the product’s life.
  3. Skeleton and Joint Handling:
    • Our dolls come with standard skeletons designed for realistic posing. These skeletons are not meant to be forcefully bent. Please refer to the included manual for proper joint care. The doll’s joints can hold positions that a human can naturally achieve, so please avoid overextending them.
  4. Quality Issues:
    • Any quality issues must be reported within 7 days of receiving the product. Unfortunately, we cannot process requests for issues reported after this period. We encourage you to inspect the product immediately upon receipt to ensure everything is in perfect condition.
  5. Health and Safety Products:
    • Due to the current global health situation, we regret that we cannot accept returns or exchanges on personal health products unless there is a legitimate quality issue. In such cases, we may offer a replacement or compensation. We appreciate your understanding during these challenging times.
  6. Unauthorized Returns:
    • If a product is returned without prior authorization, or if it impacts resale (e.g., missing parts, damaged packaging), we are unable to issue compensation. Please contact us first to ensure proper handling of your return.

How to Initiate a Return

  1. Contact Us:
    Email us at service@seafys.com with your order details and proof of issue.
  2. Approval:
    Our team will review your request and provide instructions for the return if approved.
  3. Return Shipping:
    Pack the product securely and ship it to the address provided by our team.

Important Notes

  • Products must be returned in their original packaging with all accessories included.
  • Customers are responsible for return shipping costs unless the return is due to a defective or incorrect product.

Contact Us

If you have any questions or need assistance, our support team is here to help:

Your trust is important to us. We strive to handle all return and refund requests promptly and professionally to ensure your satisfaction.