Refund Policy

REFUND POLICY

  1. For orders that have not been expressly arranged after payment, if you apply to cancel the order and request a refund within 24 hours after payment, a full refund can be made within 5 days.
  2. For orders that have been paid for more than 24 hours, if you request to cancel the order and request a refund, a 20% handling fee will be deducted.
    Please note：Customized orders cannot be cancelled once started.
  3. Due to the nature of our products, we do not accept returns of opened items. 
  4. For two scenarios related to order returns/rejections, please note the following policy:
    If customers refuse to accept the package during transit or upon delivery, they shall bear the original shipping cost. 
    If customers wish to return the doll after receiving the package, the item must remain in its unopened original box and completely unused. In this case, customers are responsible for both the outbound shipping fee and the return shipping fee.
    This shipping fee will be deducted from their total payment, and the remaining balance will be refunded to them.

RETURNS POLICY

Defective items 

If the outer box or outer package comes with badly damaged when delivered, please refuse to accept it and ask for compensation from the courier company.

If the doll is defective, please contact us within 3 days of delivery including the pictures or videos of the defective part. According to your problem, we will provide one of the solutions below:

  1. A full product replacement
  2. A door-to-door repair
  3. Free repair tools
  4. A partial refund

Incorrect items

If you find that the product you received is not the one you purchased, please email us with a picture of the doll that you received. We will check the picture against your order to confirm if it is incorrect. If the picture confirms it is the wrong item, we will send a replacement or a full refund at our own expense. You may also keep the incorrect item.

In order to receive a free replacement, you must contact us within 3 days of delivery with proof of the incorrect item. After 3 days, we will not arrange a replacement or refund.

COMPANY INFO
Company Name: Shenzhen BaoKeMao Intelligent Technology Co., Ltd.
Company Address: Room 1301-2, Chuangzhi Industrial Building, No. 1 Aiying Road, Langkou Community, Dalang Street, Longhua District, Shenzhen