Refund policy

TopLoveDoll Return & Refund Policy

Last Updated: [March 9th, 2025]

At Choo's Choice, we strive to ensure your satisfaction with every purchase. Please review our policy carefully to understand how refunds, returns, and cancellations are handled.

1. General Refunds

  • 24-Hour Cancellation Window:
    You may request a full order cancellation and 90% refund within 24 hours of placing your order. A 10% processing fee will be deducted to cover transaction charges from payment gateways and administrative costs.

  • After 24 Hours:
    Once your order enters processing (e.g., handed to our overseas warehouse or suppliers), cancellations are no longer eligible for refunds.

2. Customized Products

  • Pre-Shipment Cancellation:
    If cancellation is requested more than 24 hours after purchase but before shipment, a 50% refund will be issued to account for material and labor costs.
  • Post-Shipment:
    No refunds or returns are permitted once customized items have been shipped.

3. Returns & Restocking Fees

  • Non-Customized Items:
    Returns are accepted only if the product is unused, in its original packaging, and requested within 7 days of delivery.
    • A 15% restocking fee will apply (to cover warehouse handling and inspection).
    • Return shipping costs are the customer’s responsibility.

4. Return Scenarios

Buyer-Responsible Returns

  • Refusal of Delivery:
    If you refuse delivery without prior authorization, return shipping fees and restocking fees (20% of the order value) will be deducted from any refund.
  • Failed Delivery Due to Buyer Errors:
    This includes (but is not limited to):
    • Incorrect shipping address or contact information.
    • Failure to respond to delivery calls/emails.
    • Unresolved customs clearance issues caused by a lack of buyer cooperation.
      Result: Return shipping fees and a 20% restocking fee will apply.

Seller-Responsible Returns

If a return is due to our error (e.g., wrong item shipped, defective product), we will cover all return costs and issue a full refund.

5. International Orders

  • Customs Duties & Taxes:
    Buyers are responsible for all import fees, taxes, or customs clearance costs. Failure to comply may result in order abandonment or return, with associated fees deducted from refunds.

6. How to Request a Refund/Return

  1. Contact our support team at **[support@chooschoice.com]** within the applicable timeframe.
  2. Include your order number, reason for return, and supporting photos (if applicable).
  3. Await approval and return instructions.

Note: This policy does not affect your statutory rights under consumer protection laws.

7. Quality Issues & Replacement

At Choo's Choice, we stand by the quality of our products. If you receive a damaged or defective item, we will replace it free of charge upon verification of responsibility.

Steps for Replacement:

  1. Document Immediately:

    • Within 24 hours of delivery, take clear, timestamped photos/videos showing:
      • The unopened package exterior (including shipping label and visible damage, if any).
      • The damaged/defective product alongside the packaging and shipping label.
      • A close-up of the defect (e.g., broken parts, manufacturing flaws).

  2. Submit Evidence:

    • Email the files to **[support@chooschoice.com]** with your order number and a description of the issue.

  3. Verification Process:

    • Our team will review the evidence within 3 business days to determine responsibility:
      • Seller/Manufacturer Liability: Confirmed defects (e.g., material flaws, assembly errors) → Full replacement shipped at no cost.
      • Shipping Carrier Liability: Damage caused during transit (e.g., crushed packaging, mishandling) → We will file a claim with the carrier and arrange a replacement.
      • Insufficient Evidence: Blurry photos, missing details, or delayed reporting → Replacement request may be denied.

  4. Replacement Shipping:

    • Approved replacements will be dispatched within 5 business days.

Key Notes:

  • Time-Sensitive: Claims submitted after 24 hours of delivery will not be accepted.
  • Cooperation Required: Failure to provide complete evidence may delay or invalidate your claim.
  • Fraud Prevention: Deliberate misuse of this policy (e.g., falsifying damage) will result in account suspension.

Questions?
Reach us at **[support@toplovedoll.com]**.