Refund policy

Due to the nature of the product, your order may not be cancelled for any reason. SALE IS FINAL. Please understand that this is the consistent industry understanding and normal practice.

We do our best to make our customers happy and will be glad to help you make changes to your order (if possible) up until the moment it has been packed. This can happen very quickly! If you want to modify the order, please reach out to us within 48 hours of purchase, extra fees may apply. No changes can be made once the items shipped. 

If you see the package seriously damaged PLEASE DO NOT SIGN FOR THE PACKAGE and ask for a return without any extra fee, or file a claim immediately with the shipment carrier and then report to us so we can help resolve the issue. 

Upon reception of your package we kindly ask you to make an unboxing video and make sure that nothing is missing or damaged. If the product has any issues, please contact our customer service at hello@4plusens.ca within 5 days of the delivery date. We will assess the issue and see what we can do. If it is the manufacturing problem we will arrange an exchange. Any product you return must be in the same condition you received it and in the original packaging.

Please be aware that slight variance is to be expected on each doll. The following elements will not be considered faulty:

• Transportation – Scuffs, creases, indentations or small cuts can happen during transportation if transporters improperly handle the packages (holding the package upside down, vertically instead of horizontally etc.). A repair kit and instructions will be provided for these kinds of situations. 

• Smell – New dolls can have an unpleasant production smell. This is especially true for TPE dolls. The smell will fade away after several cleanings. 

• Mold marks -  Mold marks (usually on the side of the doll) are impossible to eliminate for Silicone dolls due to the fact that heat can't be used to melt the Silicone once the doll has been molded. 

• Skin colour & Makeup - Slight colour differences and imperfections are quite normal due to the way TPE or Silicone is injected into the molds, and makeup on each doll is done manually by makeup artists. Therefore, colour and makeup may sometimes look different from the product page especially when exposed to different light sources. 

• Neck – Except for the all-in-one model there will always be a gap between the neck and the head of the doll. This gap is usually more visible when the doll is in lie-down position.

• Joint stiffness - Dolls have different levels of initial joint stiffness. As time passes and joints are being used some will become loser and some may become stiffer. Using too much strength on the joint, pushing or pulling in the wrong direction should be AVOIDED. 

We have always been carefully screening the production to ensure everything meets our expectations. If you have any dissatisfaction please let us know, we will do our utmost to provide tips or solutions. We appreciate any feedback as well, feel free to contact us!