Return and Refund Policy

Soulove team is very concerned about customer experience. Our QA team will check through your order products carefully before packing them. Please refer to our return policy if a return is necessary.

REFUND POLICY

Each doll is custom made as per order request. Due to the safe and hygienic nature of playing with dolls, there is No return on opened dolls.

To request a refund for any wrong orders, you must email us at：soulove@msyc.cc within 7 days of receiving your order. We will not accept refund requests after 7 days of product delivery.

Please note that we will request pictures from your side to verify if it is an unopened item. We do not cover the shipping costs for returning an order to us. Your payment will be reimbursed ( your refund will be charged a 10% processing fee) after we receive then return item and inspect to confirm it is unopened or unused. 

Once your refund request has been approved, we will process your return with in 5 business days.

CANCELLATION POLICY

If your order is unpaid, you can easily cancel your order by yourself.

If your order has been paid, we are committed to handle your order within 24 business hours. You must email us at：soulove@msyc.cc to cancel your order before we send out your items.

For items which are custom made as per order request, any cancelation without confirmation from Soulove Team will not be considered canceled and you will be charged for your order.

Cancelations made within 24 business hours will be subject to a 10% processing fee. Cancelations after 24 business hours and up to arrival date of your orders will be subject to a 80% processing fee. No cancelations will be accepted after receiving your orders.

DEFECTIVE ITEMS

If you opened the item and it is defective, or if it is not the item you purchased, email us at：soulove@msyc.cc within 7 days of receiving your order so we can resolve the issue for you. You have to provide us pictures to verify if it is a defect or the incorrect item. Once pictures verify it is a defect or the wrong item, we will send a replacement at our expense. We may request the item to be sent back in order for us to assess the product.