Last updated: July 6, 2025
At MENDOLLS, we are committed to providing our LGBTQ+ customers and every customer we serve with clear information, discreet support, and fair treatment.
Please review this policy before placing your order, especially when purchasing a custom-made or personalized doll.
1. Returns for Non-Custom Products
You may request a return of an eligible non-custom product within 90 days of delivery.
For a change-of-mind return:
- The product must be unused, in its original condition, and in its original packaging.
- All included accessories and components must be returned.
- Any hygiene or protective seals must remain intact. Intimate products with broken hygiene seals are not eligible for change-of-mind returns.
- Custom-made and personalized dolls are excluded from this voluntary return program.
- Original shipping charges are non-refundable, and return shipping is the customer’s responsibility, unless applicable law requires otherwise.
These conditions apply to change-of-mind returns. They do not remove your rights if an item is defective, damaged, incorrect, or otherwise fails to meet the agreed specifications.
To request a return, email [email protected] with your order number and the details of your request. Please contact us for return instructions before shipping anything back.
2. Order Cancellations
Toys and Other Non-Custom Products
Most toy orders are processed quickly and may ship on the same day.
If you wish to cancel, contact [email protected] immediately. We will check whether the order can still be stopped. Cancellation cannot be guaranteed once processing has begun.
If the order has already shipped, please follow the return procedure for eligible products. Any cancellation rights required by applicable law remain unaffected.
Custom-Made and Personalized Dolls
Custom-made and personalized dolls are produced according to the specifications agreed with the customer. Their production involves materials and workmanship allocated specifically to the order.
Within 24 hours of placing your order: You may request cancellation by emailing [email protected] with your order number, name, and ordering email address. Under our voluntary cancellation policy, an accepted cancellation receives an 80% refund, with a 20% cancellation and processing fee, to the extent permitted by applicable law.
After 24 hours: We do not accept cancellation requests based solely on a change of mind or personal circumstances, as the order enters our production workflow, except where applicable law requires otherwise.
Once your custom-made or personalized doll has been completed, we do not accept cancellations, returns, or refunds solely because you change your mind, no longer want the product, or experience a change in personal circumstances. This applies even if the completed doll has not yet been shipped, subject to applicable law.
A completed personalized doll cannot reasonably be resold as standard inventory. Please carefully review your specifications and the agreed production and delivery timeframe before confirming your order.
These restrictions do not remove any mandatory rights or remedies relating to defective goods, goods that do not conform to the agreed specifications, or our failure to fulfil the order as legally required.
3. Changes to Custom Orders
Requests to change custom-order specifications must be submitted within 12 hours of placing the order.
- Email [email protected] with your order number and the exact changes requested.
- Changes are subject to production feasibility and our written confirmation.
- A one-time $79.00 modification fee applies to an accepted customer-requested modification.
- Any additional product costs will be disclosed for your approval before the change is made.
- After 12 hours, we cannot accept voluntary specification changes because of the manufacturing workflow.
This modification fee does not apply to correcting an error made by MENDOLLS.
4. Missing Items or Separate Deliveries
Some orders are shipped in multiple packages. A doll and its accessories, for example, may arrive separately.
If an item appears to be missing:
- Check your order details and any tracking numbers provided.
- Check whether another package is still in transit.
- If all packages show as delivered but an item is missing, email [email protected] with your order number and details of the missing item.
You may contact us immediately if anything is unclear; you do not need to wait before reporting a concern.
5. Damaged, Defective, or Incorrect Products
We inspect orders before dispatch. If your item arrives damaged, appears defective, or does not match the agreed order specifications:
- Stop using the item if continued use could worsen the problem or present a safety concern.
- Contact [email protected] as soon as possible, preferably within 24 hours of delivery for visible shipping damage.
- Include your order number, a description of the issue, and clear photos or videos where available.
- Keep the packaging and shipping labels where possible to help us investigate.
The suggested 24-hour reporting period helps us investigate promptly. It does not limit your statutory rights or automatically exclude issues discovered later.
We will assess the issue and provide an appropriate remedy, which may include replacement parts, repair, replacement, or a partial or full refund, depending on the circumstances and applicable law.
Where a return is required because of a confirmed defect, shipping damage, or an error by MENDOLLS, we will provide instructions and cover the necessary return shipping costs as required by applicable law.
6. Refund Processing
After reviewing your cancellation or return request, we will confirm the outcome and any applicable refund amount by email.
For returns, we may need to receive and inspect the item before processing the refund, subject to applicable legal requirements.
Approved refunds will normally be issued to the original payment method. Your bank or payment provider may require additional time to display the credit. We will process refunds within any timeframe required by applicable law.
7. Your Consumer Rights
This policy describes our voluntary cancellation and return arrangements. It does not exclude or restrict any mandatory consumer rights.
Where applicable law provides different cancellation, return, delivery, or refund rights, those requirements take precedence over this policy.
8. Contact Us
For cancellations, modifications, returns, or product concerns, please contact:
Email: [email protected]
Website: https://mendolls.com
Please include your order number so we can locate your purchase and assist you promptly.
