Our Returns & Refunds Policy is valid for 30 days after the date of delivery.
You have a right to a replacement product for any products that arrive with irreparable damage or significant manufacturing faults. Replacements will be offered when repairs are not possible. Refunds will only be offered if a replacement is not possible.
We strongly recommend taking video/photographs of the box exterior upon arrival, especially if you notice any damage. Photographic evidence will be required (emailed to us within 48hrs of delivery) to meet refund or replacement eligibility.
Missing items should be reported within 48hrs of delivery, and replacements will be issued free of charge.
The journey from the workshop to your home can be a bit of a bumpy ride, and occasionally items become loose in transit. Our dolls are always thoroughly checked before dispatch by our workshop staff, the SexyMalena quality control team, and also by yourself (you’ll get the opportunity to review factory photos before dispatch). Please check your order carefully before approving dispatch to avoid any issues. In the unlikely event that your doll suffers some minor damage or compression during transport, customers are expected to make reasonable efforts to carry out repairs or fix minor issues under the guidance and help offered by SexyMalena support staff.
Compensation will not be issued to customers who make threats, unreasonable demands, attempt to blackmail, or become abusive towards our staff. We try to resolve all issues with a smile, and often these situations require co-operation and patience.
Made-to-order or custom-made items are eligible for a replacement if there is a significant manufacturing defect only. Due to the sensitive nature of our products, we cannot accept returns on used items. Items must be unused, unwashed, and must not be tampered with or altered. Stock dolls must not be unpacked and can be returned in new/ mint condition only.
All items must be returned to SexyMalena in their original condition, with their original packaging, accessories, and extras must be included. SexyMalena is not responsible for any return shipping costs incurred. We strongly recommend using a trackable shipping service or purchasing shipping insurance. Items returned to SexyMalena will be inspected upon receipt. The final decision to issue a refund will be made at the discretion of SexyMalena 10 – 15 days after receipt.
Our dolls are made by hand, with every doll being unique, there can be minor discrepancies and imperfections. The following imperfections and minor damages are exempt from our Returns & Refund Policy; skin imperfections, blemishes, scratches, marks, compression marks, micro-cuts, slight variations in the skin’s surface, loose or missing fingernails/toenails, loose or missing eyelashes, minor discrepancies and inconsistency with facial make-up, and/ or body make-up. The following items are exempt from our Returns & Refund Policy; items that are used, washed, altered, made-to-order, customized, complimentary, promotional items, free upgrades, free extras, and replacement products. The following product damage is exempt from our Returns & Refund Policy: User damage that has occurred during use, after use, by miss handling, or by incorrect cleaning methods. Compensation for any issues relating to items that are exempt from our Returns & Refund Policy will not be issued.
Most of our products are customized to customers’ requirements. Orders can be canceled within 24 hours, but 10% will be charged as a transaction fee. If we have launched production, orders cannot be canceled for any reason. Or else, 40%-60% will be charged as a handling and restocking fee. This amount will be deducted from the refund processed to your card in the event we have already processed your credit card for shipping. We will not accept refunds if the order has already shipped.
We accept requests to change your order, depending on your product’s stage in the production process. If your order was placed less than 48hrs ago, we offer changes for free. Requests to change your order after 48hrs cannot be guaranteed and are made at the discretion of SexyMalena and the relevant manufacturer. Changes to your order may cause delays and may also incur additional charges. There is a charge for this service, which covers administration costs only, in the event that these changes cannot be made, the administration fee is non-refundable.
We don't recycle any products that have been used. Do not return or refuse the package directly. And don’t send any package to the address information on the package, which is not valid to receive a returning package.
SexyMalena reserve the right to review all returns, refunds, replacements, and cancellations on an individual basis, final decisions will be made at the discretion of SexyMalena. If you have further questions, please contact us at email@example.com. Thank you!