Return Policy

Returns:

We take product quality extremely seriously, every item is thoroughly inspected and tested before leaving our studio.

Upon initial receipt of the item, if there appears to be a defect or damage, please contact us within 24 hours at [email protected]
We do not offer refunds for any other reason other than a product damaged on arrival.

Reminder:
All of our items will go through a quality-check process before shipment. Due to the long-distance delivery involving many logistic entities, minor scratches, finger wire piercing, eyelash, small stain and other micro issues do not belong to the damage issues.

Once the package is shipped out, the sender address on the shipping label is the address of a local courier company, not our warehouse address.
Therefore, if you are not available to sign for the package, please contact us to change to another address. It’s impossible for our customers to return the package to us by rejecting the package because we are not able to receive it. You need to contact our online customer service to confirm the status of your order and get a suggestion for the next step. Or you will be responsible for the loss of the package.

Due to hygiene reasons, we cannot accept returns for used items. We do inspect all returns to make sure they are in new condition. This is to make sure we do not put back used items into our stock to sell onto other customers. We require the item to be unopened, unused or unworn and have packaging or tags intact.

Warranty Procedure:

We check every product manually before shipment to ensure the item is in perfect condition. However, if the product you have received is damaged or has manufacturing defects please follow these steps:

1) Email customer support, providing your name, your order number and an explanation of the problem: [email protected]

2) Attach evidence (either photographs or videos) showing the described defects.

3) Our team will check it and contact you asap.

4) If the problem was caused by us, or the product has any manufacturing defects please rest assured we will take care of it.

Please understand due to the nature products, warranty Claims for manufacturing defects must be made within 24 hours of product delivery. Damage resulting from the improper use of the product will not be covered by the Product Warranty.

Cancellations & Refunds:

Products that are offered for sale via ahegodoll.com are made-to-order for each Buyer. Accordingly, the following applies to refunds and returns for any Products purchased by a Buyer:

*If you change your mind or place the order by accident, please contact us within 24 hours. We would be happy to process a refund. 15% processing fee will be deducted from your total order amount. (We have to do it since our payment processor will charge us even the transaction gets cancelled).

*After the 24-hour window, our factory will start producing your item, if you still wanna cancel it,  it will be subject to a Seller’s restocking fee (“ Restocking Fee”) of 50% from the value of the Product order. AhegoDoll will provide to Buyer a refund of funds paid minus the Restocking Fee to the Buyer’s original payment method and other fees may apply such as design, mold material, processing, makeup and transaction fees.

*After shipped out order cancellation is not possible.

Note: Ready To Ship Items ship out immediately upon order placement and there is a certain time interval for the tracking number to be uploaded therefore cannot be canceled after the order is placed.  The cancel policy does not apply to “Ready to Ship” Items listed here.

If you have any questions during the production process or want to propose changes or upgrades, please contact our customer service first via online chat or email at [email protected] for a confirmation.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us, don’t worry, we will help you out.

Exchanging (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it, please send us a request together with a photo or video of the product. Depending on the place you live, the replacement items reach you may vary.