Inspect on arrival
Check the outer carton, inner packing, labels, accessories, and product before use. Keep all packaging until you are sure the order is correct.
Check it before you use it.
Returns and warranty depend on hygiene rules, arrival photos, factory evidence, and whether the product has been used.
Return and refund rules
Adult products have stricter return rules than ordinary goods. Inspect the order before use and contact us quickly if anything is wrong.
Do not use it
If you notice damage, a wrong specification, or a serious factory issue, do not use the doll. Used or opened intimate products cannot be returned.
Send evidence
Contact us within 24 hours when possible, and no later than 48 hours for arrival damage review. Send clear photos or video of the issue and packaging.
Review and resolve
Once the issue is confirmed, Velleria will guide the next step: replacement, repair support, return review, parts, credit, or another agreed solution.
If a non-user-caused defect or shipping damage is discovered after delivery, contact Velleria within 14 days for review. Approved unused returns may be subject to a 50% restocking and handling fee.
Damage and warranty
Velleria supports eligible manufacturing defects and shipping damage, but we need evidence before the product is used.
Covered for review
- Damage on arrival
- Structural breakage before use
- Wrong confirmed specification
- Genuine manufacturing defect
Not covered
- Damage after use
- Forced joints or mishandling
- Harsh cleaners or heat damage
- Normal wear or minor handmade variation
12-month support
Eligible manufacturer-defect support is available for 12 months. The review depends on order records, QC context, product condition, and the evidence provided.
Order changes and cancellations
Production and fulfillment can begin quickly, so check model details, options, address, phone number, and destination country before submitting payment.
Before processing starts
Free cancellation is usually possible if the order has not entered processing, warehouse release, or factory production.
After production begins
If the order has started production or fulfillment, a 20% cancellation fee may apply because materials, labor, and order handling have already started.
After the doll is completed
If the doll has been completed, the cancellation fee may rise to 50%. Custom and completed products are difficult to resell as ordinary stock.
After shipment
Shipped orders cannot be cancelled. If delivery fails because of wrong address, refusal, missed signature, or failure to receive, a 50% processing fee may apply and shipping costs are non-refundable.
Returns FAQ
Can I return the doll if I simply change my mind?
No. Because these are intimate and often customized products, buyer preference changes after delivery are not handled the same way as defects.
What if the box is opened by customs?
Customs officers may inspect parcels. If the product itself arrives damaged or incorrect, document the packaging and product before use and contact us quickly.
Do I need photos and video?
Yes. Clear photos and video help determine whether the issue is shipping damage, a factory defect, a specification error, or handling damage after delivery.
Can I return a used item?
No. Used dolls cannot be returned or refunded under any circumstances.