RETURN & REFUND POLICY
All of our FANREAL products are custom, made to order items. Since our products are custom-made and specially made for you, unfortunately, we cannot offer returns or refunds. And once your doll starts production in our factory, it cannot be cancelled unless there is an important reason. Changes to doll orders will be looked at on a case by case basis. Changes may incur a processing fee.
Order Cancellations
Order processing will start within 24 hours after receipt of your order. You can’t cancel your doll once it’s in production. Cancelations after 24 hours will be subject to a 20% processing fee.
If you wish to undo your order cancellation, please email us service@fanrealart.com with your:
- Order number
- Name
Note: There is no cancellation/refund on orders with custom options added.
Be sure that the shipping information you provide is correct. Orders returned to us as undeliverable will be subject to a 20% handling charge and will not be refunded.
Doll Modification After Order is Placed
Please, remember to check your order precisely before completing your order. Doll manufacturing starts immediately after an order is placed. We offer modifications within 24 hours after your order is placed, but after the 24 hours window order modification is not possible.
We charge one time ($150) modification fee from order modifications.
If you wish modification after order is placed, please email us: service@fanrealart.com.
Damaged Product or Invalid Order
We take product quality extremely seriously. Every order is thoroughly inspected, tested & photographed before delivery. Be sure to check that the product is in accordance with your order before using it. If the product has been used, we will not process complaints even if there is an error in the order.
If your sex doll is defective upon receipt and has not been used in any way, contact us to get the reasonable solution. If the defect of the doll is man-made damage, we will not be able to replace or refund you. Sex dolls are not indestructible, so you need to take good care of your dolls during use and movement. Please remember to take an unboxing video when you receive the doll.
If you notice damage or errors in your order:
- Please do not use the product. We do not handle complaints if the product has been used.
- Report a problem with photos and videos to our support within 24 hours after you have received the order (service@fanrealart.com).
- We will investigate the issue and get back to you.
Customer satisfaction is very important to us. If you have any problem with your order, please send email to service@fanrealart.com. We will do our best to fix the issue immediately.