Because full-size adult dolls are large, flexible, intimate, and often customized products, after-sales support is generally handled through remote guidance, replacement accessories, repair materials, localized repair solutions, or return-to-factory service where reasonably necessary. Due to hygiene considerations, customer privacy, and the high cost of cross-border shipping, we do not encourage unnecessary returns of the entire doll. Please note that the following policy applies only to 1:1 full-size dolls.

1. After-Sales Service Principles

We want every customer to receive clear, reliable, and effective after-sales support. We also ask customers to read the Product Care & Safety Guide carefully before using the product. Our after-sales service follows these principles:

1. Respect customer privacy;
2. Assess issues based on evidence;
3. Prioritize practical and workable solutions;
4. Avoid unnecessary returns of the entire product;
5. Do not accept no-reason returns of used adult intimate products;
6. Take responsibility for legitimate quality issues;
7. Do not treat damage caused by misuse, incorrect use, or improper care as a manufacturing quality issue.

2. Time Limits for After-Sales Requests

After receiving the product, please submit the relevant after-sales request within the timeframes below. We will do our best to assess issues reported after these deadlines, but free after-sales service may no longer be available:

1. Shipping damage: If the outer carton shows obvious signs of having been opened or is clearly damaged, you may refuse the shipment at delivery. If the outer carton shows no obvious damage, submit the claim within 24 hours after delivery;
2. Obvious cosmetic quality issues: within 24 hours after delivery;
3. Missing items or incorrect shipment: within 48 hours after delivery;
4. Use and care questions: customer service may be contacted at any time.

3. How to Request After-Sales Service

Please submit your after-sales request through our customer service email and provide the following information:

1. Order number;
2. Email address used for the purchase or the purchase channel;
3. Shipping address;
4. Description of the issue;
5. Full-view photos of the product;
6. Clear close-up photos of the affected area;
7. Video showing the issue, if it relates to articulation or another functional feature;
8. Photos of the outer carton and shipping label, if the issue relates to shipping.

To protect your privacy, you do not need to provide personal photos or sensitive content unrelated to the after-sales issue. Please photograph only the product and the issue itself.

4. After-Sales Response Time

We normally respond to after-sales requests within 1–3 business days. Holidays, peak order periods, or complex cases may require additional time. Complex cases may require:

1. Initial assessment by customer service;
2. Confirmation by technical staff;
3. Review by the production team;
4. Investigation by the logistics provider;
5. Confirmation of accessory availability with suppliers.

We will make reasonable efforts to move the case forward, but some after-sales matters may require additional communication and verification.

5. Important Notice

Our products are adult intimate products with specific hygiene and privacy considerations. To protect the health and hygiene of customers and repair personnel, all usable intimate canals/openings, including but not limited to the oral, vaginal, and anal canals, are excluded from warranty and repair coverage.

6. Products Covered by the Limited Warranty

This limited warranty applies only to genuine products purchased through the official website of Guangdong Sino Environmental Technology Co., Ltd or through an officially authorized channel. The following are not covered by this limited warranty:

1. Second-hand products;
2. Products purchased through unauthorized channels;
3. Resold products;
4. Complimentary gifts;
5. Samples;
6. Products from an unverified source;
7. Products that have been disassembled, modified, had their makeup altered, or been repaired by an unauthorized party.

7. Warranty Does Not Mean No-Reason Returns or Exchanges

The limited warranty is intended only for confirmed quality issues. It does not entitle a customer to demand a return, exchange, or refund because of personal preference, user experience, aesthetic differences, perceived size or weight, or a change of mind.

Because the products are adult intimate products, products that have been opened, used, come into contact with the body, or whose hygienic condition cannot be verified will not be accepted for return.

8. Free After-Sales Coverage

During the warranty period, the following situations may qualify for free or partially free after-sales support after verification:

1. Obvious manufacturing quality issues;
2. A clear mismatch with the main configuration of the order;
3. Required accessories omitted before shipment;
4. Structural abnormalities not caused by the customer;
5. Obvious shipping damage reported within the required timeframe;
6. Other issues that we confirm fall within a reasonable scope of after-sales support.

Free after-sales solutions may include, but are not limited to, remote usage guidance, replacement accessories, repair materials, partial compensation, discount compensation, or another solution agreed by both parties. Shipping costs arising from after-sales service are borne by the customer.

9. Situations Not Covered by Free After-Sales Service

The following are not covered by free after-sales service:

1. Tears, punctures, stretching damage, pressure marks, or deformation caused by improper use;
2. Damage caused by sharp objects;
3. Pressure marks, discoloration, cracking, or deformation caused by improper long-term storage;
4. Damage caused by unsuitable cleaners, lubricants, powders, or care products;
5. Damage caused by high temperatures, direct sunlight, humidity, or chemical exposure;
6. Damage caused by customer repair, modification, or disassembly;
7. Normal wear from use;
8. Repair materials purchased more than one year after the product was sold;
9. Normal wear of consumable or delicate details such as makeup, nails, eyelashes, and wigs;
10. Dissatisfaction based on subjective aesthetic differences;
11. Issues caused by failure to follow the product care instructions;
12. Products that have been resold or transferred;
13. Cases where the customer cannot provide valid order information;
14. Cases involving false information, abusive claims, or refusal to cooperate with inspection.

10. Repair Service

For issues outside the scope of free warranty coverage, we may still provide paid repair recommendations or remote repair support depending on the circumstances. Repair support may include:

1. Remote guidance;
2. Recommendations for repair materials;
3. Recommendations for purchasing replacement accessories;
4. Localized repair methods;
5. Discounts on accessories with a future order;
6. Other practical solutions.

Due to high shipping costs and the hygiene considerations associated with adult intimate products, we generally do not recommend returning the entire product for repair. Any return-to-factory repair must be approved in writing by customer service in advance.

11. Product Care Reminders

To reduce avoidable after-sales issues, please observe the following:

1. Clean the product promptly after use and keep it dry;
2. Do not use strong acids, strong alkalis, alcohol, highly corrosive cleaners, or unknown chemical products;
3. Use only lubricants compatible with the product material;
4. Avoid high temperatures, direct sunlight, and humid environments;
5. Avoid prolonged pressure on any area;
6. Do not drag or drop the product when moving it;
7. Do not over-bend the joints;
8. Avoid dark clothing and accessories unless they have first been tested for color transfer;
9. Keep the product away from sharp objects, fire, children, and pets.

Issues caused by incorrect care, improper storage, or misuse are not covered by the free warranty.

12. After-Sales Communication Requirements

To help us handle your request efficiently, please provide truthful, clear, and complete information during after-sales communication.

We may be unable to process after-sales requests in the following situations:

1. No order number is provided;
2. No clear photos or video are provided;
3. The issue is not described clearly;
4. The customer refuses to provide necessary evidence;
5. The after-sales request is submitted after the applicable deadline;
6. The product has already been altered or treated in a way that prevents us from assessing the issue;
7. The request involves an abusive claim, threats, insults, or false information.

We respect every customer and ask that after-sales communication remain courteous, truthful, and reasonable.