Return & Refund Policy

Order Cancellation

You may request cancellation before your order has been shipped or entered production.

For made-to-order or customized products, cancellation may not be possible after production has started.

To request cancellation, contact support@ovodoll.com as soon as possible and include your order number.

After an order has been shipped and tracking information has been issued, it can no longer be cancelled. You may contact us after delivery to determine whether the product is eligible for return.

Approved cancellation refunds will be issued to the original payment method.

Return Eligibility

Due to the personal and intimate nature of our products, we maintain strict hygiene and safety standards.

You may request a return within 15 days after receiving your order, provided that the product:

• Is unused;
• Remains in its original condition;
• Has its original packaging and seals intact; and
• Includes all accessories, manuals, gifts, and other items originally supplied with the product.

Important hygiene restriction: Products sealed for health protection or hygiene reasons are not eligible for return after the hygiene seal has been removed or broken, unless they arrived damaged, defective, or incorrect. Products that have been used, worn, washed, or otherwise come into intimate contact with the body are also not eligible for return, subject to applicable law.

A product is not considered defective solely because of personal preference, including dissatisfaction with its appearance, size, weight, texture, firmness, color variation, or other subjective expectations, provided that the product materially matches its description and is free from defects.

Please contact us before returning any product. Returns sent without prior authorization may not be accepted.

Damaged, Defective, or Incorrect Products

Please inspect your product and packaging promptly after delivery.

If your product arrives damaged, defective, or different from what you ordered, contact support@ovodoll.com as soon as possible and provide:

• Your order number;
• Clear photos of the product and its packaging; and
• Clear photos, videos, or other reasonably available information that demonstrates the reported problem.

After reviewing the information provided, OVODOLL will offer an appropriate resolution in accordance with applicable consumer-protection law. Depending on the circumstances, the resolution may include:

• Replacement parts;
• A replacement product;
• A partial refund;
• A full refund; or
• Another reasonable resolution based on the circumstances.

Damage resulting from misuse, improper cleaning, improper storage, accidents, unauthorized modifications, or failure to follow applicable product-care instructions is not considered a manufacturing defect.

Nothing in this policy limits any non-waivable rights available to you under applicable consumer-protection law. Where applicable, statutory withdrawal, cancellation, repair, replacement, price-reduction, or refund rights remain available. Legal exceptions may apply to personalized products and products sealed for health protection or hygiene reasons after the hygiene seal has been removed or broken.

Return Authorization and Instructions

Contact OVODOLL Customer Support before returning any product. We will review your request and, where applicable, provide return instructions and the correct return address.

Do not send a product to an address shown on the original shipping label unless OVODOLL Customer Support specifically instructs you to do so.

Our authorized return location may be different from the original shipping location. Products sent to an unauthorized address may be delayed, refused, or lost.

Return Shipping Costs

If a return is required because of a confirmed product defect, shipping damage, or an incorrect product sent by OVODOLL, OVODOLL will cover the reasonable return shipping cost or provide another appropriate return-free replacement or refund solution, subject to applicable law.

For an eligible return requested for personal reasons, the customer is responsible for return shipping costs and any applicable customs duties, taxes, brokerage fees, or other charges associated with the return.

Original shipping charges are non-refundable for returns requested for personal reasons, except where otherwise required by applicable law. Any eligible standard outbound delivery cost that must be refunded under applicable law will be refunded accordingly.

We strongly recommend using a trackable shipping service for any customer-arranged return. Please retain your shipping receipt and tracking information until the return has been completed.

Refunds

After we receive and inspect an authorized return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

Cancellation Refunds

For successfully cancelled orders that have not been shipped or entered production, OVODOLL normally processes approved refunds within 1–3 business days.

Return Refunds

For approved returns, OVODOLL normally processes the refund within 3–5 business days after inspection.

Refunds will always be processed within the timeframe required by applicable law.

These timeframes refer only to OVODOLL's internal processing time. Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.

Late or Missing Refunds

If we have confirmed that your refund was issued but you have not received it:

1. Check your bank or payment account again.
2. Contact your bank, card issuer, PayPal, or other payment provider.
3. Allow any additional processing time required by your payment provider.

If you have completed these steps and still cannot locate the refund, contact support@ovodoll.com and include your order number.

Contact Us

If you have questions about cancellations, returns, refunds, damaged products, or another after-sales issue, please contact:

OVODOLL Customer Support
Email: support@ovodoll.com

We recommend contacting us before returning any product so that we can provide the correct instructions and help resolve your request as efficiently as possible.