Cancellation, Return & Refund Policy

1. Before Placing an Order

Customers should review all product information and selected options before submitting payment. This is especially important for made-to-order dolls, because production may begin shortly after the order has been confirmed.

Please carefully review:

• Body model, height, weight, measurements, and material.
• Head sculpt and compatibility with the selected body.
• Skin tone, eye color, wig, makeup, and other appearance options.
• Skeleton, standing options, body details, and functional options.
• Included accessories, clothing, and items shown only as props.
• Product price, configuration charges, shipping, and final total.
• Production and estimated delivery time.

Product photographs may show optional accessories, clothing, wigs, styling, or photography props that are not included unless expressly stated in the product description or order confirmation.

2. Order Modifications

Customers may request changes by contacting support@mythicdoll.com as soon as possible.

Modification requests are not automatically accepted. A change is valid only after Mythic Doll confirms it in writing.

Customized Products

Changes may be possible before the relevant option enters production. Once materials have been prepared or production has started, some changes may be unavailable or may require additional charges.

In-Stock Products

Changes may be possible before the product has been packaged or released to the carrier. Once shipped, changes are subject to carrier restrictions and may no longer be possible.

If a requested modification changes the price, the customer must pay any additional amount before the change is confirmed. Approved price reductions may be refunded or credited as agreed in writing.

3. Order Cancellations

Cancellation requests must be submitted as soon as possible and must include the customer’s name, order number, and reason for cancellation.

A request is not confirmed until Mythic Doll sends written cancellation approval.

4. Customized and Made-to-Order Cancellations

Many Mythic Doll products are manufactured according to the configuration chosen by the customer. Once production begins, the product may no longer be suitable for resale to another customer.

A cancellation requested after production starts will be reviewed according to:

• The current stage of manufacturing.
• Materials already purchased, allocated, colored, or prepared.
• Custom makeup, body details, modifications, or special requests.
• Factory labor and services already completed.
• Payment processing and administrative costs already incurred.
• Whether any part of the product can reasonably be resold or reused.

Where cancellation is accepted, the refund may be reduced by reasonable and supportable costs already incurred.

Where production is substantially completed or the product has been produced to unique customer instructions, cancellation may be unavailable unless required by applicable law or the order has a confirmed product issue.

5. In-Stock Order Cancellations

In-stock orders may be prepared and shipped quickly. Contact us immediately if a cancellation is required.

If the package has not been prepared or transferred to the carrier, cancellation may normally be easier to approve.

Once the product has been packaged, collected, or shipped, cancellation may no longer be possible. If an approved return is later arranged, shipping, packaging, handling, customs, and related costs may apply.

Refusing delivery without prior authorization does not automatically create a right to a full refund.

6. Out-of-Stock or Unavailable Products

If a product described as in stock is unavailable after payment, Mythic Doll will contact the customer and may offer:

• A comparable replacement selected by the customer.
• An upgrade with payment of any agreed price difference.
• A lower-priced replacement with the price difference refunded.
• Waiting for new stock with the customer’s consent.
• Cancellation and a full refund for the unavailable item.

We will not substitute a materially different product without customer approval.

7. Inspecting Your Product After Delivery

Inspect the package and product promptly after delivery and before cleaning, dressing, assembling, modifying, or using the product.

We strongly recommend that customers:

1. Photograph the unopened carton, shipping label, seals, and any visible external damage.
2. Record a continuous unboxing video showing the carton, internal packaging, product, head, body, accessories, and labels.
3. Inspect the product in good lighting before use.
4. Compare the delivered configuration with the order confirmation.
5. Keep all cartons, foam, braces, blankets, straps, accessories, and packaging until the inspection is complete.

Visible shipping damage, an incorrect model, missing major parts, or other immediately observable problems should normally be reported within 48 hours of delivery.

Failure to report a visible problem promptly may make carrier investigation more difficult, but it does not remove rights that cannot legally be excluded.

8. Return Eligibility

Available remedies may include troubleshooting, replacement parts, repair guidance, repair service, partial refund, exchange, replacement, return, or full refund depending on the nature and seriousness of the issue.

9. Non-Returnable and Hygiene-Sensitive Products

Because adult dolls and certain accessories are intimate personal-use products, products that have been used, contaminated, altered, cleaned, lubricated, powdered, or exposed to bodily fluids are normally unsuitable for resale and cannot generally be accepted as ordinary change-of-mind returns.

The following products may also be restricted:

• Products manufactured to customer-selected specifications.
• Personalized or uniquely modified products.
• Opened hygiene-sensitive accessories.
• Clearance products expressly sold as final sale.
• Products sold with a clearly disclosed cosmetic defect.
• Gift cards or digital products, where applicable.

These restrictions do not apply where the product is defective, materially misdescribed, incorrectly supplied, or where applicable law requires another remedy.

10. Handmade and Normal Product Differences

Many products are handmade and photographed under professional lighting. Small variations do not automatically mean that a product is defective.

Normal differences may include reasonable variation in:

• Makeup application, eyelashes, eyebrows, freckles, or blushing.
• Skin tone caused by material batches, lighting, or screen settings.
• Wig styling, hair placement, or clothing arrangement.
• Measurements caused by production methods or measurement technique.
• Minor mold lines, injection marks, seam finishing, or handmade details.
• Softness, firmness, weight, or flexibility between material batches.
• Pose and body appearance compared with professionally staged photographs.

Significant differences from the confirmed product specification will be reviewed individually.

11. Incorrect Products or Missing Components

If the wrong body, head, material, skin tone, or paid option was supplied, contact us promptly with:

• Order number.
• Full unboxing video.
• Photographs of the entire product and affected area.
• Photographs of the carton and shipping label.
• A copy or screenshot of the confirmed configuration.
• A description of the incorrect or missing item.

After verification, Mythic Doll may arrange shipment of the missing component, replacement part, correction, exchange, replacement, partial refund, or another appropriate solution.

12. Damaged or Defective Products

Product concerns are reviewed according to their nature, severity, cause, available evidence, and effect on normal use.

Minor or Repairable Issues

For minor or localized issues, we may provide instructions, repair materials, replacement components, technical support, or reasonable compensation.

Major Confirmed Issues

For a major confirmed defect or substantial mismatch, remedies may include professional repair, exchange, replacement, partial refund, return, or full refund.

Customer-Caused Damage

Damage caused by improper lifting, dragging, storage, cleaning, dressing, posing, heating, sharp objects, incompatible chemicals, excessive force, unauthorized repair, or failure to follow care instructions is not normally considered a manufacturing defect.

13. Shipping Damage, Loss, or Misdelivery

If the carton arrives visibly damaged, photograph it before opening. Where possible, ask the carrier to record the damage or delivery exception.

Retain the complete package and contact us with photographs and video evidence.

If tracking shows “delivered” but the package cannot be located, first check:

• Entrances, gates, garages, reception areas, and safe locations.
• Household members, neighbors, building staff, and management.
• Carrier notices, delivery photographs, and tracking updates.
• Whether the shipment was transferred to a local carrier.

Contact the carrier and Mythic Doll promptly so that an investigation can be opened.

More information is available in our Shipping Policy.

14. Return Authorization Process

Do not return a product without written authorization. Unauthorized returns may be refused, delayed, or returned to the sender.

A return authorization does not automatically guarantee a full refund. The final resolution may depend on inspection and whether the returned product matches the information supplied in the request.

15. Return Packaging and Condition

An authorized return must be packaged securely using the original carton and protective materials whenever available.

The customer should:

• Follow all return instructions provided by Mythic Doll.
• Protect the head, fingers, joints, feet, and other vulnerable areas.
• Include all required parts, accessories, gifts, and documentation.
• Remove personal items that were not included with the original order.
• Use the approved return address and carrier service.
• Keep the tracking number and shipping receipt.

The customer may be responsible for damage caused by insufficient, incorrect, or unauthorized return packaging.

16. Return Costs and Refund Deductions

Responsibility for return costs depends on the reason for the return.

Confirmed Seller, Product, or Fulfilment Error

Where Mythic Doll confirms that the wrong product was supplied or that a significant defect existed at delivery, we will determine an appropriate remedy and may cover reasonable authorized return or replacement shipping costs.

Customer Preference or Customer-Caused Issue

For an approved return not caused by a confirmed Mythic Doll, manufacturer, or fulfilment error, the customer may be responsible for:

• Original outbound shipping costs.
• Return shipping and insurance.
• Customs duties, taxes, brokerage, or storage charges.
• Carrier address correction, rerouting, or handling fees.
• Reasonable inspection, cleaning, repacking, or restocking costs.
• Missing accessories, gifts, parts, or packaging.
• Loss in value caused by use, alteration, contamination, or damage.
• Non-recoverable costs incurred before an approved cancellation.

Any proposed deduction will be based on the circumstances of the order and applicable law rather than applied as an undisclosed automatic penalty.

17. Refund Processing

Approved refunds are normally issued to the original payment method. We may be unable to send the refund to a different card, account, or person.

Where a physical return is required, the refund will normally be initiated after the returned product has been received and inspected.

Currency conversion and exchange-rate changes may cause the final local currency amount shown by the customer’s bank to differ from the amount originally displayed.

Additional payment information is available in our Payment Information.

18. Payment Disputes and Chargebacks

Customers are encouraged to contact Mythic Doll before opening a payment dispute. Direct communication often allows us to investigate product, delivery, cancellation, or refund concerns more quickly.

When a formal payment dispute is opened, we may provide the payment provider with relevant records, including:

• Order and payment confirmations.
• Selected product configuration.
• Customer communications.
• Production or fulfilment information.
• Tracking and delivery records.
• Photographs, videos, and after-sales support history.
• Cancellation, return, or refund records.

Nothing in this policy prevents a customer from using rights or dispute procedures lawfully available through their payment provider.

Deliberately false claims, fabricated evidence, or fraudulent chargebacks may result in account restrictions and other lawful action.

19. Statutory Consumer Rights

This policy describes Mythic Doll’s commercial cancellation, return, and refund procedures.

Nothing in this policy excludes or limits warranties, remedies, liabilities, or consumer rights that cannot lawfully be excluded or limited.

Where mandatory law provides a customer with a remedy that conflicts with part of this policy, the mandatory legal requirement will apply to the extent of that conflict.

Customers in different countries or regions may have additional mandatory rights. Eligibility will be reviewed according to the order, product, destination, and applicable legal requirements.

20. Return and Refund Support

Contact us before sending a product back or attempting a repair.

Please include:

• Your full name.
• Order number.
• Product name.
• A clear explanation of the request or problem.
• Relevant photographs and videos.
• Photographs of the carton and shipping label where applicable.