Due to the nature of our products, we DO NOT accept returns on unused items. To request a refund on the item, you must contact us within 7 days of receiving your order, to obtain a Return Authorization Number. We do not cover the shipping costs for returning an order to us. After we receive your returned merchandise, we will reimburse your credit card for the purchase price and the original shipping cost will not refund. If you request a refund after 7 days, you will be charged a 10% processing fee. We will not accept refund requests after 10 days of receiving.
Depending on the reason for your refund, we may request the item to be sent back in order to assess the product and provide a full refund. Remember that we will not issue a partial product value refund on package deals; they must be returned all together! Any items that are returned to us, used product will simply be disposed of and we will not issue a refund for them.
*** Be aware that we cannot accept return merchandise that arrives without Authorization by us. ***
DEFECTIVE OR INCORRECT ITEMS
If you opened the item and it is defective, or if it is not the item you purchased, call our customer service department at [email protected] so we can resolve the issue for you. We will need to see pictures to verify if it is a defect or the incorrect item. Once pictures verify it is a defect or the wrong item, we will send a replacement at our expense. We may request the item to be sent back in order for us to assess the product.
*** You must contact us within 10 days of delivery for us to replace a defective/incorrect item. After 10 days we will not replace nor refund defective/incorrect items. ***
Our products are considered Special or Custom orders (excl: repair kits, adhesive). Any cancellation (either verbal or written) without confirmation from BBdoll Official customer service will not be considered cancelled and you will be charged for your order.
Cancellations made within 7 days will be subject to a 10% processing fee. Cancellations after 7 days and up to 14 days will be subject to a 20% processing fee. No cancellations will be accepted after your order has moved into production/creation.
Changes made to an order after it has moved into production/creation will be subject to a 10% processing fee.
All of our BBdoll are custom, made to order items. Due to the nature of our products, there are NO returns on dolls. Once a doll has begun production, there are no cancellations. Changes to doll orders will be looked at on a case by case basis. Changes may incur a processing fee.