Return & Refund Policy

We are committed to ensuring that every customer receives a high-quality and safely packaged product. Due to the special nature of our products, this policy clearly explains when returns or refunds are accepted, when they are not, and how to submit a request.

1. Eligible Returns

We accept return or refund requests in the following situations:

1.1 Items Damaged During Shipping

If the product arrives damaged due to transportation issues, please contact us within 48–72 hours of delivery.

To process your claim, please provide:

  • Clear photos or videos showing the damage

  • Photos of the outer packaging and shipping label

  • Your order number and contact information

Once the issue is confirmed, we will offer:

  • A free replacement, or

  • A full refund

1.2 Manufacturing Defects (Unused Items Only)

If the item has an obvious manufacturing defect and has not been used, please contact us within 7 days of delivery.
After verification, we will arrange a replacement or refund accordingly.

2. Non-Returnable Items

Due to the hygienic and intimate nature of adult silicone dolls, we cannot accept returns in the following circumstances:

2.1 Any Used Items

If the product has been used or has come into contact with the body in any way, it cannot be returned under any circumstances.

2.2 Non-Quality-Related Reasons

Including but not limited to:

  • Change of mind

  • Personal preference (color, appearance, softness, etc.)

  • “Not what I expected”

  • Wrong size selection (unless caused by incorrect product information)

2.3 Custom-Made Products

Custom items (e.g., customized head, skin tone, body options, or special requests) are non-returnable unless they arrive damaged or defective.

3. Order Cancellation After Shipment

Once an order has been shipped and a tracking number has been issued, it can no longer be canceled.

If the package is:

  • Refused by the customer,

  • Returned due to an incorrect or incomplete address, or

  • Returned because delivery attempts failed,

processing or restocking fees may apply.

4. Restocking Fee

A restocking fee may be charged to cover inspection, handling, and repackaging costs in the following cases:

  • Customer-initiated returns

  • Refused packages

  • Returned shipments due to incorrect address information

  • Approved returns of unused items

Restocking fees typically range from 0%–30%, depending on the product condition.
(This range is compliant with payment-provider guidelines.)

5. How to Request a Return

Please follow the steps below:

  1. Contact our support team at:
    shimingyuan@olybioj.com

  2. Provide the following information:

    • Order number

    • Detailed description of the issue

    • Photos or videos as evidence

    • Confirmation that the item is unused (if applicable)

  3. After review, we will inform you of:

    • Whether the return is approved

    • The return address (provided only after approval)

    • Any fees or costs involved (if applicable)

Do not return any items without prior approval.
Unauthorized returns will not be accepted.

6. Refund Method

Refunds are processed within 3–7 business days after the returned item has been received and inspected.

Refunds will be issued back to the original payment method used at checkout.

7. Return Shipping Costs

We cover the return shipping cost if:

  • The item is damaged upon arrival

  • The product has a verified quality issue

  • We shipped the wrong item

Customers are responsible for return shipping costs if:

  • Returning the item due to personal reasons

  • The package is returned because of an incorrect address or refusal

  • The product does not meet return requirements but the customer insists on returning (subject to approval)

8. Contact Us

If you have any questions about this policy or need assistance, please contact us via WhatsApp:  +85255204856  +85259463557
or Email us: shimingyuan@olybioj.com

We are here to help and will do our best to support you.