Return & Exchanges

Return and Exchange Policy

Customers may request a return or exchange within 14 days of receiving their product(s), but only for issues related to product defects. All return or exchange requests must be approved by our team after a review. Customers must provide photos or videos as evidence of the issue. We will respond within 3 business days after receiving the required proof. Refunds will be issued using the same payment method as the original transaction.

Important Notes:

• Items marked as “Final Sale” cannot be returned or exchanged.
• Sale and promotional items follow our standard return/exchange policy.

Order Cancellation

We accept cancellations before the product is processed for shipping. If the order is canceled before this stage, a full refund will be provided.

Once the product has been shipped, cancellations cannot be accommodated.

Return/Exchange Conditions

To be eligible for a return or exchange, please ensure the following:

• Items must be in their original condition: unworn, unwashed, unaltered, and with all original tags attached.
• The original packaging, including boxes, must be intact.
• All items must be returned in a single package.
• Returns/exchanges must use the same service as the original delivery.
• Returns/exchanges must originate from the same country to which the order was delivered.

Non-Returnable Items:

• Customized products (e.g., personalized love dolls made to customer specifications).

For Customized Products

For customized products, we will take clear photos of the finished product and send them to the customer for confirmation before shipping. Once confirmed by the customer, the product will go through strict packaging to ensure it arrives in perfect condition. After confirmation, customized products cannot be returned or exchanged.

Wholesale Orders Return/Exchange Policy

For wholesale orders, if some items are damaged during transportation or have quality issues, we provide the following solutions:

1. Customers must contact us within 7 days of receiving the order and provide clear photos or videos of the damaged items for verification.
2. Upon approval, we will provide one of the following options:
   • Replacement: Damaged items will be replaced with new ones.
   • Partial Refund: A refund will be issued based on the value of the damaged items.
3. Damaged items must not be returned without prior approval from us.

Return/Exchange Costs:

• Customers are responsible for return shipping costs and any associated import fees.
• For defective or damaged items, we will cover the cost of return shipping.

Why Return Shipping Costs Apply
As a factory-based business, we uphold strict quality control and packaging standards. We do not resell returned items to maintain the highest standards of hygiene and fairness for all customers and retail partners.

Please Note:
We reserve the right to reject returns or exchanges if:

• Items show signs of wear, use, or alteration.
• The return does not meet the outlined conditions.

If your return is rejected, we will notify you, and you may choose to have the product sent back to you at your expense.

How to Request a Return or Exchange

1. Contact our Customer Service team with the following information:

   • Order number
   • Proof of purchase
   • Photos or videos of the defective product (if applicable)

2. Place your receipt and the item(s) into the original packaging.

3. Complete three copies of the Return Pro-Forma Invoice Form and place them in the transparent envelope attached to the package. Do not seal the package until the courier verifies the shipment.

4. Once confirmed by the courier, securely seal the package and hand it over for return shipping.

Refund Process

Refunds will be credited to the original payment method. Please note:

• Shipping costs are non-refundable.
• Allow 7-14 business days for processing once the returned package is received.
• If the return does not meet the required conditions, the package will be returned to you at your expense.

You will receive a confirmation email once your refund has been issued.

Contact Us

For any questions or to initiate a return, please contact:

• Email: Niantaa@outlook.com
• WhatsApp: +852 70226638
• Customer Service Hours: Monday - Friday
  (Support available in English. Responses within 24 hours.)