Warranty & Returns

Return shipment:

We take product quality very seriously, every Sex doll is thoroughly checked and tested before it leaves production.

If there is a defect or damage after first receiving the doll, please contact us within 24 hours atinfo@housedoll.de.
We do not offer refunds for reasons other than a product damaged on arrival.

Notes:
All our sex dolls undergo a quality check before shipping. Due to the long distance delivery involving many logistics companies, minor scratches, finger wire holes, eyelashes, small stains and other micro problems are not part of the damage problems.

Once the parcel has been shipped, the return address on the shipping label is the address of a local courier company, not our warehouse address.
So if you are not available to sign for the package, please contact us to provide a different address. It is impossible for our customers to return the package to us by refusing the package because we cannot accept it. You need to contact our online customer service to confirm the status of your order and get a suggestion for the next step. Otherwise, you will be responsible for the loss of the package.

For hygiene reasons, we cannot accept returns for used items. We check all returns to ensure that they are in new condition. This is to ensure that we do not re-stock used items to sell to other customers. Therefore, it is imperative that the item is unopened, unused or unworn and the packaging or labels are intact.

Guarantee procedure:

Each product is manually inspected for condition, technical integrity and quality before shipping to ensure that it is in perfect condition. However, if the product you have received is damaged or has manufacturing defects, please follow these steps:

1) Send an e-mail to customer service, stating your name, the order number (e.g. RE1234) and an explanation of the problem:service@housedoll.de

2) Please attach appropriate evidence documentation (either photos or videos) to prove the described defects.

3) Our team will check this and contact you as soon as possible.

4) If the problem was caused by us or the product has manufacturing defects, you can be sure that we will take care of it.

Please understand that due to the nature of sex doll products, warranty claims for manufacturing defects must be made within 24 hours of product delivery. Damage caused by improper use of the product is not covered by the product warranty.

Cancellations and refunds:

For custom dolls

All custom dolls offered for sale through housedoll.de are made individually for each buyer. Accordingly, the following applies to refunds and returns for all products purchased by a buyer:

* If you change your mind or have placed the order by mistake, please contact us within 24 hours. We will be happy to check all possible options for you. Please note that the only way to submit a refund request is to contact our customer service or online agent by email as soon as possible. We do not accept refund requests by any other means.

* After the package has been shipped, we cannot cancel the special order because it is already on its way and we cannot get it back. We will do our best to offer you a solution for the correct handling.

If you have any questions during the production process or would like to suggest changes or upgrades, please contact us at any time via our customer service via online chat or email atservice@housedoll.de for confirmation.

For dolls in stock

* For dolls in stock, the warehouse system immediately arranges delivery and deducts the shipping and handling fee from the order. There is a specific time interval for uploading the tracking number. Therefore, for doll orders that are in stock, a full refund is not possible after the order has been placed. We will first check if we can cancel the delivery and then let you know how much we can refund. Cancellation policy for customized dolls does not apply to dolls in stock.

* If you have changed your mind during the delivery process, we will be happy to offer you a solution for processing. However, you should first accept the package and return it to our local warehouse. The warehouse address can be requested via the online customer service or can be found in the imprint and the return fee (between 120-180€) should be paid by the customer. Please note that the warehouse will check the status of the parcel on arrival and notify you if it meets the return standard. Once the refund of your package has been approved, we will refund you a portion via the original payment method.

* If you have changed your mind after receiving the package, please do not open the package and send it back to our local warehouse in Berlin. In order for us to accept a return, the product must be in its original condition. The warehouse address can be obtained via the online customer service and the return fee should be borne by the customer. Please note that the warehouse will check the status of the parcel on arrival and notify you if it meets the return standard. Once the refund of your package has been approved, we will refund you a portion via the original payment method.