Refund Policy

At customclaydolls.com, we strive to make our customers 100% satisfied with the products they buy from us. If you encounter any shipping or product problems and feel frustrated, please contact us via email support@customclaydolls.com to explain the problem you are experiencing, and our team will help you immediately. In order not to affect your pleasant shopping experience, please fill in the accurate address in all the details . If the address information is wrong, the package we send to you will be returned to us in the same way. =============== <<<<>>> ================= Not satisfied with your order: If you are not satisfied with the purchase, you have the right to apply for a return or exchange service within 15 days from the date of receipt of the new product. But your item must be in an unused state, in the same state as the item received, and without obvious damage. Damaged or poor quality items: If the product is defective or does not work properly, please let us know. In order to process your order as soon as possible, please contact us via email and attached photos/videos to prove that the product is of poor quality or damaged. In the best case, labels and errors can be clearly displayed on the photos/videos. After confirming the situation, we will immediately send you a replacement product without requiring you to return the defective product. In order to process and complete your return, you need to contact us via email to explain the situation and provide us with your order number for processing, thank you! ================ <<<>>> ================= Cancel unshipped orders: If you want to cancel an order that has not been shipped, please contact us immediately by email and provide us with your order number to process your order as soon as possible , and then process the refund for you. Thank you! Cancel delivery order: If you want to cancel the order when the package has been shipped or arrived at the destination, please contact us via email to obtain the return address, and then return the package. Then, we will deduct the return shipping fee after receiving the package and checking that there is no problem, and then refund the refund to you. It should be noted that the return time of the package may last about a month, and it will take longer for you to receive the refund, so you need to wait patiently. Because our company 's cancellation policy for orders that have been shipped (shipped out or arrived at the destination) is that no refunds are allowed before the package is received. I'm sorry about this, I hope you can understand . Therefore, in order to ensure your benefits and save time, we recommend that you accept our suggestions. Reminder: We would like to receive the following details. Please indicate the order number in the package so that we can refund after returning the package. 2. In order to avoid damage during transportation, please keep it safe, otherwise we will not refund in full. 3. Please provide the tracking number to help us track the package. =============== <<<< Refund policy (if applicable) >>>> =============== Need a refund: If you apply for cancellation or return service, we will handle the relevant refund after-sales service for you. After receiving and checking your return (no problem), we will send you a receipt notice by email . We will also notify you to approve or reject the refund (and why). If you are approved for a refund , the refund will be processed within a certain number of days and will be automatically applied to your credit card or original payment method. But you need to pay the transportation cost to return the goods, and the transportation cost is not refundable. Generally, the refund will be returned to your account within 3-5 working days. If the value of the goods you are shipping exceeds US$100, we recommend that you consider using a traceable shipping service or purchasing shipping insurance. Thank you! Refundable conditions: If the product you purchased is completely unusable. If you do not receive the product within 90 working days after the order date. Delayed or missed refund: If you do not receive a refund, please check your bank account again. Then contact your credit card company. It may take some time for the refund to be officially released. Next, please contact your bank. Refunds usually take some processing time. If you have completed all of these operations, but have not yet received a refund, please contact us at support@customclaydolls.com. ================ <<<< Warranty (if any) >>>> ================= This warranty only covers (own) manufacturing defects and does not include: accidental damage, improper care, normal wear and tear, and products whose colors and materials will be damaged by exposure to sunlight and water , etc. Note: Please contact our customer service through support@customclaydolls.com to obtain the return address!
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