After-Sales Service Policy

Effective date: July 22, 2026

Store: TopDollX

Website: www.topdollx.com

This policy explains the support available after a TopDollX order is delivered. It covers inspection, setup, care, missing or incorrect items, shipping damage, suspected manufacturing defects, powered or connected features, replacement parts, and repair guidance.

After-sales service is not an unrestricted return program. Eligibility for a replacement, return, or refund is governed by the Returns & Refund Policy and any non-waivable rights under applicable law.

1. When service begins

After-sales service begins when the carrier records the order as delivered. Customers should inspect the shipment before use and keep the carton, shipping label, accessories, and order records until the inspection is complete.

For all service requests, the confirmed order summary is the reference for the model, customization, paid options, package contents, and included functions.

2. Immediate inspection requirements

Before using, cleaning, modifying, charging, or disposing of packaging:

1. inspect the complete outer carton;
2. photograph visible carton damage and the shipping label;
3. confirm the model and selected configuration;
4. compare included items with the product page and confirmed order summary;
5. inspect the product surface, major joints, installed components, connectors, and accessories; and
6. perform only the initial setup or functional checks stated in the supplied instructions.

Promotional clothing, props, furniture, or accessories are not considered missing unless the product page or confirmed order summary lists them as included.

3. Reporting deadlines

The following deadlines apply from the carrier-recorded delivery time:

• Shipping damage: report within 48 hours.
• Manufacturing defect: report within 7 calendar days.
• Missing or incorrect item or paid option: report within 7 calendar days.

A customer who discovers a possible safety issue must stop using the product and report it immediately, regardless of the ordinary reporting window.

These deadlines do not remove a remedy that applicable law makes non-waivable. A late report may, however, make it impossible to distinguish transit damage, manufacturing defect, normal wear, misuse, staining, or later accidental damage.

4. How to open a service case

Use the TopDollX Contact Us page and select the most relevant topic. Include:

• order number;
• email address used at checkout;
• model and selected configuration;
• date of delivery;
• a concise description of the issue and when it was first observed;
• clear photographs of the complete product and affected area;
• video when movement, sound, heating, charging, connection, or another intermittent function is involved;
• photographs of the carton and shipping label for transit damage; and
• troubleshooting already completed.

Do not send a complete card number, bank password, PayPal password, cryptocurrency private key, seed phrase, or unrelated intimate material.

A case is complete when TopDollX has the information reasonably required to identify the order, reproduce or assess the issue, and determine whether the condition is covered. The assessment period begins only after the case is complete.

5. Preserve the evidence

Until TopDollX gives written instructions, do not:

• discard the carton, shipping label, component, or accessory;
• return the product;
• continue using an affected area;
• clean, powder, repaint, glue, cut, puncture, or modify the affected area;
• disassemble a structural, electrical, heating, movement, voice, or AI component;
• install unapproved software, firmware, charger, or replacement part; or
• arrange an unauthorized third-party repair.

These actions may alter the evidence, worsen the condition, create a safety risk, or make the issue ineligible for a commercial remedy. Statutory rights remain unaffected where they cannot be waived.

6. Types of after-sales support

A. Setup and operating support

TopDollX may provide product-specific instructions for assembly, charging, positioning, configuration, connection, application setup, or ordinary operation. Support is limited to functions included in the confirmed order.

B. Care and maintenance guidance

Support may include cleaning, drying, powdering where appropriate, stain prevention, wig care, safe movement, storage, and long-term material care. The product-specific instructions and TopDollX Doll Care guide control over general advice.

C. Missing or incorrect items

TopDollX compares the received contents with the confirmed order. If a paid or listed item is verified as missing or incorrect, the normal remedy is shipment of the correct item or component. If that remedy is unavailable or legally inadequate, another remedy described in the Returns & Refund Policy applies.

D. Shipping damage

TopDollX reviews the packaging, delivery evidence, and product condition and may open a carrier claim. The customer must preserve the packaging and cooperate with reasonable carrier-documentation requirements.

E. Suspected manufacturing defects

TopDollX reviews whether the condition existed at delivery and materially affects conformity, function, or safe use. The review may require additional photographs, video, a live troubleshooting step, serial or component information, or inspection by an authorized party.

F. Powered, voice, movement, heating, or connected functions

Technical support may address charging, power, connection, permitted settings, application compatibility, or supplied components. Only features listed on the product page and confirmed in the order are supported as included features.

Third-party applications, accounts, AI models, voice services, cloud services, and subscriptions are also governed by the provider's terms, regional availability, system requirements, and privacy notice. TopDollX cannot guarantee an independent provider's perpetual availability unless the order expressly states otherwise.

G. Replacement parts and repair guidance

For an eligible confirmed defect, TopDollX may provide a replacement component, authorized repair instructions, or an approved repair arrangement at no charge to the customer. For normal wear, misuse, accidental damage, or another non-covered condition, TopDollX may offer paid parts or repair guidance after the customer accepts the quoted price and shipping cost.

7. Resolution hierarchy

After confirming an eligible issue, TopDollX uses the following remedy order unless applicable law requires a different remedy:

1. troubleshooting, correction, or care guidance;
2. replacement of a missing, incorrect, or defective accessory or component;
3. authorized repair or repair assistance;
4. replacement of the affected product when repair is unavailable, unsafe, or unreasonable; or
5. full or partial refund for the affected item when repair or replacement is unavailable, fails, or another remedy is legally required.

The remedy is based on the affected part of the order, severity, safety, repairability, availability, cost, and applicable law. TopDollX will not require a customer to accept a remedy that mandatory law makes inadequate.

8. Conditions not covered by commercial after-sales remedies

Unless the product page or order confirmation expressly provides additional coverage, commercial coverage does not include:

• change of mind or personal preference;
• dissatisfaction with correctly disclosed size, weight, feel, or handling needs;
• a customer-selected option that matches the confirmed order;
• minor hand-finished, makeup, wig, lighting, screen, or material differences that do not materially depart from the confirmed product;
• stains or dye transfer from clothing, cosmetics, bedding, storage materials, or chemicals;
• damage caused by incorrect cleaning, incomplete drying, unsuitable powder, solvent, alcohol, bleach, abrasive tools, or unapproved products;
• damage caused by unsafe lifting, falls, excessive force, joint overextension, unsupported standing, pressure, poor storage, sunlight, excessive heat, moisture, sharp objects, pets, or pests;
• use of an incorrect charger, voltage, application, software, component, or network;
• unauthorized modification, disassembly, repair, firmware change, or third-party service;
• accidental damage, misuse, commercial use, or use contrary to instructions;
• ordinary wear, gradual surface change, compression marks, makeup wear, loose hair, or other age-related change; or
• service interruption or feature change controlled solely by an independent third-party provider, unless the confirmed order promises otherwise.

9. Warranty position

TopDollX does not provide a single blanket commercial warranty period for every product or component. A separate commercial warranty applies only when its duration and coverage are expressly stated on the applicable product page or order confirmation.

The absence or expiration of a commercial warranty does not remove a statutory guarantee, implied warranty, product-safety right, or other remedy that applicable law makes non-waivable.

10. Authorized returns

Do not ship a product or component back without written authorization. When a return is required, TopDollX will provide the approved item, destination, packaging requirements, carrier method, and authorization reference.

An unauthorized return may be refused, lost, delayed, or ineligible for reimbursement. Authorization to inspect a returned product does not by itself confirm that a defect or refund has been approved.

11. Costs

TopDollX pays reasonable approved parts, repair, replacement, and shipping costs for an eligible confirmed defect or merchant error, unless applicable law requires a broader remedy.

The customer is responsible for costs arising from an ineligible claim, customer-caused damage, unauthorized return, unapproved repair, incorrect address, non-covered maintenance, or optional upgrade. TopDollX will obtain acceptance before charging for an optional paid service.

12. Privacy of support material

Support evidence is used to verify the claim, obtain technical or carrier assistance, provide a remedy, prevent fraud, and comply with law. It may be shared only with personnel, manufacturers, repair partners, carriers, payment providers, insurers, professional advisers, or authorities that reasonably need it for those purposes.

Send only evidence needed to show the product or issue. The Privacy Policy explains retention, security, and privacy-request rights.

13. Contact

Open an after-sales case through the TopDollX Contact Us page. Choose Order status, Shipping question, or Technical support as appropriate and include the complete information listed in Section 4.