↩️ Return & Refund Policy
LURIVA DOLL products include collectible dolls, adult dolls, doll bodies, heads, and other personal-care products. Because some products involve intimate use and hygiene considerations, special return conditions apply.
Please inspect your order carefully as soon as it arrives. Complete this inspection before any intimate use, cleaning, modification, repair, or other use that may change the condition of the product.
↩️
14 Business Days
Standard return request
📦
Unused & Unopened
Standard return condition
⚠️
48 Hours
Visible shipping damage
🛠️
7 Business Days
Manufacturing issues
✅ 1. Return Eligibility
To qualify for a standard return and refund, the product must be unused, unopened, and kept in its original packaging.
For health, hygiene, and customer safety reasons, LURIVA DOLL cannot accept standard returns of products that have already been opened or used, especially hygiene-sensitive products such as sex dolls and doll bodies.
If you wish to return an unopened, unused, and non-customized product, please contact our customer service team within 14 business days after receiving the product.
LURIVA DOLL will review your request and provide Return Instructions if the return is approved. Please do not send the product back before receiving written authorization from us.
After LURIVA DOLL approves the return and sends the Return Instructions, the customer must ship the product within 7 calendar days from the date those instructions are issued and provide valid tracking information.
If the product is not shipped within this 7-calendar-day period and LURIVA DOLL has not approved a written extension, the Return Authorization will expire. A later return request will need to be reviewed again according to the applicable return conditions.
Please include your order number with the return so that we can correctly identify and process it.
Unauthorized returns may be refused.
These restrictions apply to standard returns and change-of-mind requests. Damaged, defective, or incorrect products are handled separately under the relevant section below.
📌 Important: Please do not return a product before receiving written Return Instructions from LURIVA DOLL.
🧩 2. Custom and Made-to-Order Products
Custom, personalized, made-to-order, or specially produced dolls and bodies are manufactured according to the customer’s selected requirements.
Some products sold on lurivadoll.com, including BCdoll custom dolls, are individually made according to the customer’s selected specifications and customization requirements.
Because these products are prepared specifically for each order, production begins once LURIVA DOLL receives and confirms payment.
For this reason, once payment has been received and confirmed, custom and made-to-order products cannot be cancelled or refunded due to a change of mind, personal preference, incorrect selection, or other customer-related reasons.
We kindly ask customers to review all selected specifications, customization options, and order details carefully before completing payment.
This restriction does not affect after-sales support for verified manufacturing defects, incorrect items, or other issues for which LURIVA DOLL is responsible.
If the finished product arrives with a verified manufacturing defect or LURIVA DOLL sends the wrong item, the issue will be handled under the damaged, defective, or incorrect item process below.
For complete cancellation rules, please review our Order Cancellation Policy.
🧩 Custom Orders: BCdoll custom dolls and other made-to-order products enter production once payment is received and confirmed. Please review your customization choices carefully before completing payment.
⚠️ 3. Damaged, Defective, or Incorrect Items
If your product arrives damaged, defective, or different from the configuration you ordered, please contact LURIVA DOLL as soon as possible.
To help us review the issue quickly and accurately, please provide clear photos or videos showing:
✦ The product issue
✦ The outer packaging
✦ The shipping label
Where reasonably possible, visible shipping damage should be reported within 48 hours of delivery. Other manufacturing issues should be reported within 7 business days of delivery.
After reviewing the information and supporting evidence, LURIVA DOLL will determine an appropriate solution based on the nature and severity of the issue.
Depending on the circumstances, possible solutions may include:
✦ Care or maintenance instructions
✦ Repair assistance
✦ Replacement parts
✦ Replacement of a head or body
✦ A partial refund
✦ A full replacement
✦ Another solution appropriate to the specific issue
A product issue does not automatically mean that every case qualifies for a full refund.
If an issue is minor, reasonably repairable, or can be properly resolved by replacing the affected component, LURIVA DOLL will provide a solution appropriate to the actual problem.
If mandatory consumer protection requirements apply to a specific case, LURIVA DOLL will handle that case in accordance with those requirements. Each case will still be reviewed based on the product condition, supporting evidence, order details, and actual circumstances.
📷 Please keep the packaging: Photos or videos of the product, outer packaging, and shipping label help us review shipping damage and product issues accurately.
🔒 4. Hygiene-Sensitive Products
Sex dolls and doll bodies are hygiene-sensitive products.
Once such a product has been opened, used for intimate purposes, or otherwise used, it cannot be returned to normal inventory or resold to another customer.
Therefore, opened or used hygiene-sensitive products cannot be returned simply because the customer has changed their mind.
If LURIVA DOLL or a payment service provider requires an opened hygiene-sensitive product to be returned for inspection, the returned product will only be used for inspection, evaluation, repair, or disposal.
It will not be resold to another customer.
Any such return must receive written authorization from LURIVA DOLL before shipment. The customer must also provide the relevant order number.
🔒 Hygiene Notice: Please inspect hygiene-sensitive products carefully before opening or using them.
🚚 5. Return Shipping Costs and International Returns
We do not provide free return shipping for returns caused by customer-related reasons.
Where a return is otherwise eligible and has been approved by LURIVA DOLL, the customer is responsible for return-related or additional logistics costs when those costs result from customer-related reasons, including:
✦ A change of mind for an eligible standard return
✦ Incorrect size or option selection where the product remains eligible for return
✦ An incorrect or incomplete shipping address provided by the customer
✦ Refusal of delivery
✦ Failure to receive the package
✦ Failure to cooperate with required delivery or customs-clearance procedures
✦ Another reason not caused by LURIVA DOLL
These circumstances do not, by themselves, create a right to cancel or return an order.
The customer may be responsible for:
✦ Return shipping
✦ Additional shipping or redelivery costs
✦ Customs duties
✦ Taxes
✦ Customs or clearance fees
✦ Handling fees
✦ Other related logistics charges
We strongly recommend using a trackable shipping method and purchasing shipping insurance when returning a product.
LURIVA DOLL is not responsible for products that are lost or damaged during return transportation.
If LURIVA DOLL verifies that the wrong product was shipped or that the product has a significant manufacturing defect, the shipping arrangement will be determined according to the specific circumstances of the case.
For customer-related returns, shipping charges, customs duties, taxes, clearance fees, or other logistics costs paid or incurred by the customer are non-refundable unless LURIVA DOLL expressly agrees otherwise or applicable law requires otherwise.
Shipping and customs matters are also subject to our Shipping Policy.
🧾 6. Product Photography, SKU, and Product Differences
Some product pages offer different sizes, materials, body types, configurations, and optional selections.
Product photos may show different character styling, clothing, accessories, wigs, or display arrangements.
The product actually ordered is determined by the SKU, body type, material, size, configuration, and options selected and confirmed when the order is placed.
Customers should carefully review these selections before completing an order.
Because many LURIVA DOLL products are handmade, minor differences may occur in makeup, nail finish, skin tone, surface texture, measurements, and other cosmetic details.
Minor cosmetic differences that do not affect the intended function of the product are not considered manufacturing defects.
Soft silicone and TPE materials may develop temporary pressure or compression marks during long-distance transportation. Normal surface care, cleaning, or powdering may be required as part of routine product maintenance.
🧾 Please check your selection: The SKU, material, size, body type, configuration, and options confirmed with your order determine the product you purchased.
📦 7. Included Items and Photography Props
The products and accessories you receive are determined by:
✦ The contents clearly listed on the product page
✦ The product configuration and options you selected
✦ Your order confirmation
Product photos may include additional items used only for styling or display purposes.
Shoes, jewelry, stands, furniture, photography props, wigs, accessories, clothing, and other styling items shown in product photography are not included unless they are clearly stated as included.
Free promotional clothing or gifts include only the items specifically identified in the relevant promotion.
📦 Included Items: Product photographs may contain styling or display props that are not included with the order unless specifically stated.
💳 8. Refund Processing
If a refund is approved, LURIVA DOLL will issue the refund to the original payment method after all applicable return, inspection, and review requirements have been completed.
Once approved, refund processing may take up to 14 business days.
The time required for the refunded amount to appear in your account may also depend on your bank or payment service provider.
💳 Refund Timing: Bank or payment provider processing times may affect when the refunded amount appears in your account.
⚖️ 9. Payment Service Provider Disputes
If you have a question or concern about an order, product, or after-sales service, we encourage you to contact LURIVA DOLL first.
This allows us to review the order details, understand the issue, examine the available evidence, and communicate directly with you about an appropriate solution.
If a specific dispute is subject to mandatory consumer protection requirements or mandatory payment service provider rules, LURIVA DOLL will handle the matter according to the requirements that apply to that particular case.
Each dispute or claim will be reviewed individually based on the order information, product condition, supporting evidence, and actual circumstances.
🔄 10. Policy Terms and Updates
This Return & Refund Policy forms part of the LURIVA DOLL Terms of Service and applies to eligible returns, refunds, product issues, hygiene-sensitive products, return shipping, and related after-sales matters.
LURIVA DOLL reserves the right to update this Return & Refund Policy when necessary. Any updated version will be published on lurivadoll.com.
Updated versions apply from their effective date and do not retroactively change the confirmed return or refund conditions applicable to an order confirmed before the update, unless LURIVA DOLL and the customer expressly agree otherwise or applicable law requires otherwise.
✉️ Contact Us
If you have any questions about this Return & Refund Policy or need assistance with a return, please contact LURIVA DOLL customer service at support@lurivadoll.com.