Return and Refund Policy for LOVEPUPPEN
At LOVEPUPPEN, your trust is our top priority. Our goal is to provide you with a transparent overview of all the details before you make a purchase. However, should there be any damage during shipping, quality defects, or significant discrepancies from your order, we will work together to find a solution.
Please understand that special rules apply to our products: Our dolls are highly personalized, often custom-made adult hygiene products. Therefore, the return and refund policies vary depending on the type of order you placed.
By completing your purchase, you agree to the following terms and conditions.
1. Cancellation of the Order
Custom Orders and Dropshipping Orders
We typically begin processing your order within 24 hours of receiving it.
- Cancellation within 2 hours: During this time window, eligible orders for 100 % can be refunded. Please note that any transaction fees charged by third-party providers may be withheld.
- Cancellation between 2 and 24 hours: As long as the order has not yet entered production or the customization process, we will generally refund 80 % of the purchase price.
- Cancellation after 24 hours: By this point, production, material procurement, or customization has usually already begun. In most cases, cancellation is no longer possible at this stage.
- Custom Orders: Once the manufacturing process for special customer requests has begun, cancellations or refunds are generally not permitted.
Important: If you need to make any changes to your order, please contact our customer service as soon as possible!
2. Inspection Before Shipping
For certain custom-made products that are shipped directly from our production facility in China, we offer a special quality assurance service: Before shipping, we'll send you photos or videos of your finished doll for your approval.
If the final product differs significantly from your specifications, please contact us immediately before it is shipped. We will do our best to make the necessary adjustments on-site.
Note: Slight color variations caused by different lighting conditions during photography or by individual screen settings are not considered a quality defect under industry standards.
3. Orders from local warehouses
Each of our warehouses has specific delivery zones:
- U.S. Camp: Continentally United States (Mainland)
- EU Camp: European Region
- AU Camp: Australia
Before completing your order, please make sure you have selected the correct warehouse for your shipping address.
If you accidentally selected the wrong warehouse and delivery to that location is not possible, please contact us immediately. We'll be happy to help you switch to a suitable product or another warehouse.
If no alternative can be found, we will cancel the order and refund the purchase price to you. Please note that any transaction fees already incurred by third-party providers may not be refundable.
4. Upon receipt of the goods (damage report)
Please inspect the product and packaging immediately upon delivery.
If the merchandise has been damaged during shipping or has obvious quality defects, please contact us within 48 hours of receipt.
In order to file a claim against the shipping provider as quickly as possible, we need the following information from you:
- The recipient must report the incident to the local shipping carrier and provide us with the corresponding claim number (case number).
- Your order number
- Photos of the outer packaging (all six sides)
- A clear photo of the shipping label
- Detailed photos or videos of the damaged areas
- The claim number (case number) of the shipping service provider
Very important: Please do not discard the original packaging or the packing material. The shipping carrier may need them for an on-site inspection to assess any damage.
5. Quality Defects or Incorrect Deliveries
If the product you received has obvious manufacturing defects or serious quality issues—or if it differs significantly from what you ordered—please don't hesitate to contact us.
Depending on the specific circumstances, we offer the following solutions:
- Subsequent delivery of replacement parts, a professional repair, a replacement product, or a corresponding refund.
We review each case individually and work closely with you and the respective factory or brand to find a fair, reasonable, and satisfactory solution for you.
6. Return Restrictions
Since our dolls are intimate and hygiene products for adults, strict guidelines apply:
For hygiene reasons, products that have already been used or have come into contact with the body are generally excluded from return or refund.
The following personal reasons generally do not qualify as grounds for a return:
- Change of Opinion or Disapproval
- Choosing the Wrong Size
- Slight color variations
- Deviations from personal, subjective expectations
- Return Request After Use
Exception: However, if the product exhibits any of the shipping damage, serious quality defects, or significant deviations specified in this policy, our customer service team will, of course, assist you. In that case, please contact us immediately.
7. Incorrect shipping information
When placing your order, please carefully check your shipping address, name, phone number, and ZIP code.
If a package cannot be delivered due to incorrect or incomplete customer information, is returned to us, or results in additional logistics costs, the buyer is responsible for these costs.
For orders that are returned to us due to an incorrect address, we charge a processing fee of 20 % of the order value. Any shipping or storage costs that have already been incurred and are non-refundable will also be deducted from the refund amount.
8. Contact
Do you have questions about your order, a refund, or a product? Feel free to contact us at any time at: info@lovepuppen.com
Please include your order number and a detailed description of the problem in your email. If possible, please attach clear photos or videos. We take every issue seriously and will do our best to find a reasonable solution for you.
Our Promise to You
We know that buying a love doll is an important and very personal decision.
That's why we don't make unrealistic promises like „unconditional returns in every case.“ Instead, we guarantee you true transparency:
- We provide you with the most accurate product information before you make a purchase.
- We do our best to inspect the merchandise before shipping to ensure it meets your specifications.
- If a real problem arises, we take it seriously and actively help to resolve it.
We want you to do more than just buy a product from us—we want you to experience a level of service you can fully trust.
— The founder of LOVEPUPPEN
