退款政策

Can I Cancel a Placed Order?

At LUSANDY Doll, we strive to ensure that every customer is fully satisfied with their purchase. Since all sex dolls sold on lusandy.com are custom-made products, the following refund and return policies apply:

  1. Order Cancellation and Refunds:
    • Within 24 hours: If you change your mind or place an order by mistake, please contact us within 24 hours to request a refund. We will process your refund within 24 hours. However, a 10% processing fee will be deducted from the total order amount to cover payment processing costs.
    • After 24 hours: If more than 24 hours have passed, production of the doll will have officially begun. In this case, a cancellation will incur a restocking fee of 50% of the product’s value, and the refund amount will be reduced by this fee, along with any applicable design, molding, processing, makeup, or transaction fees.
    • Shipped Orders: Once the order has been shipped, cancellation requests will no longer be accepted.
    • Ready-to-Ship Items: For “ready-to-ship” items, these are dispatched immediately upon ordering, and thus, such items are not eligible for the cancellation policy.
  2. Late or Missing Refunds:
    • If you haven’t received your refund yet, please first check your bank account. Then contact your credit card company, as refunds may take some time to process. Next, contact your bank because processing times can vary. If you’ve completed all these steps and still haven’t received your refund, feel free to contact us—we’re here to help.
  3. Product Quality Guarantee and Warranty: At LUSANDY Doll, we have strict quality standards. Every doll undergoes detailed inspection and testing before shipment. If you notice any defects or damage upon receiving the product, please contact us at services@lusandy.com within 24 hours. Note that we do not offer refunds unless the product was damaged during shipping.

For hygiene and safety reasons, we cannot accept returns of used products. All returned items must be unopened, unused, and in their original packaging with all labels intact. We do not accept any returns of items that have been used or damaged.

  1. Warranty Process: If the product you received has manufacturing defects or was damaged during transit, please follow these steps to request a warranty claim:
    • Send an email to services@lusandy.com with your name, order number, and a description of the issue.
    • Include photos or videos demonstrating the defect.
    • Our team will review your request as soon as possible and contact you. If the issue is confirmed to be a result of manufacturing or shipping, we will resolve it promptly.

Please note that all warranty claims related to manufacturing defects must be submitted within 24 hours of receiving the product. Damage caused by improper use is not covered under the warranty.

  1. Product Exchange: We only offer exchanges for defective or damaged products. To request an exchange, please send a request along with photos or videos of the product. The time it takes to receive the replacement may vary depending on your location.

Contact Information: If you have any questions regarding refunds, returns, or warranties, please contact us at services@lusandy.com.