Cancellation & Refund Policy
Cancellation & Refund Policy
Cancellation
In-stock dolls: In-stock dolls are designed for fast and convenient shipment. Dolls will be shipped as soon as the payment is done. Once tracking number is issued, it’s not allowed to cancel your order.
Customizable dolls: Production begins immediately after payment is received. We strongly discourage cancellations since items require significant labor, materials, and resources. If you still wish to cancel, we will deduct processing fee from your refund to cover our cost. After 24 hours, cancellations are no longer possible.
Orders cancelled under special circumstances are subject to a processing fee between 5% and 30%
| within 8 hours of payment | 95% refund |
| within 24 hours of payment | 85% refund |
| After 24 hours of payment | No cancellation |
Non-Refundable/Non-Exchangeable Items
- Minor flaws or slight difference
- Items that have been used or washed
- Damage caused by improper use by the customer
Return
Upon receiving your order, please record an unboxing video to thoroughly inspect the items. If any issues are found, contact us within 5 days.
Returns are only accepted under the following conditions, and items must be unused:
Defective Items
If the product has defects, please provide the unboxing video and contact us within 3 days. We will offer different solutions based on the damage severity:
- Minor damage: Provide repair tools.
- Major damage: After confirming responsibility, we will offer compensation or a replacement.
Incorrect Items
If you find that the product you received doesn’t match your order, contact us immediately.
Once verified, we will arrange a replacement.
Missing Items
If your package is lost during transportation, please file a claim with the carrier and notify us.
Refund
Upon receiving and inspecting your returned item(s), we will send you a notification email. You will also be informed whether your refund has been approved.
If approved, we will process your refund, and the amount will be automatically credited back to your PayPal account, credit card, or original payment method within 7-10 business days.
Support
secretgardenmy is committed to providing the best customer experience. If you encounter any product issues, please feel free to contact us and we will be happy to help.