Refund Policy

Return & Refund Policy

Due to the intimate nature of our products, all sales are considered final once an order has been shipped.

For hygiene and safety reasons, we do not accept returns or exchanges for opened or used products.

Returns are only accepted under the following circumstances:

• The item arrives damaged  
• The item is defective  
• The wrong product was shipped

If your item arrives damaged or incorrect, please contact us within 3 days of receiving your order.

To request assistance, please email support@dreamdollmate.com and provide:

• Your order number  
• Photos of the product  
• Photos of the outer packaging  
• A photo of the shipping label  
• A brief description of the issue

Our support team will review your request and provide a solution. Depending on the situation, we may offer:

• A replacement product  
• Partial compensation  
• A full refund

Unauthorized Returns

Returns sent back to us without prior authorization will not be accepted.

Customers are responsible for return shipping costs unless the return is due to a confirmed product defect or an error on our part.

Lost Packages

If the tracking information has not been updated for an extended period or the package appears to be lost in transit, please contact us at support@dreamdollmate.com. We will assist in contacting the shipping carrier and resolving the issue.

Refused or Undeliverable Packages

If a package is refused by the customer or cannot be delivered due to an incorrect address provided by the customer, the customer will be responsible for any return shipping or reshipping costs.

Order Changes

If you need to change your shipping address or order information, please contact us as soon as possible. Once the order has been shipped, we cannot guarantee that changes can be made.

Pre-Shipment Quality Inspection

All products are carefully inspected before shipping to ensure they meet our quality standards.

Before dispatch, our team performs a quality inspection to verify the product condition, packaging, and order details. This process helps ensure that the correct product is shipped and that it leaves our warehouse in good condition.

If a product arrives damaged due to transportation, customers must report the issue within 3 days of delivery and provide clear photos of the product, packaging, and shipping label so that we can investigate and resolve the problem.

Please note that minor differences in color, makeup, or appearance may occur due to lighting, photography, or screen display settings and are not considered product defects.

By placing an order on our website, you agree to the terms outlined in this Return & Refund Policy.

If you have any questions regarding this policy, please contact us at support@dreamdollmate.com.