Returns & Refund Policy

Effective date: July 22, 2026

Store: TopDollX

Website: www.topdollx.com

This policy defines when an order can be cancelled, when a product qualifies for review, what evidence is required, what remedies are available, and how an approved refund is processed.

1. Final-sale rule

TopDollX products are final sale to the maximum extent permitted by law because they are intimate, hygiene-sensitive, high-value, and frequently customized or made to order.

TopDollX does not accept a return, exchange, or refund for:

• change of mind;
• personal preference;
• dissatisfaction with a correctly disclosed height, weight, measurement, material, feel, or handling requirement;
• a customer-selected model, color, appearance, or option that matches the confirmed order;
• a price change or promotion offered after purchase;
• minor appearance differences caused by lighting, screen settings, wig styling, makeup application, material behavior, manufacturing tolerance, or hand finishing;
• promotional clothing, accessories, furniture, or props not listed as included;
• a product that has been opened or used where a hygiene exception lawfully applies;
• staining, damage, contamination, modification, or deterioration after delivery; or
• any other non-quality reason for which applicable law does not require a remedy.

Final sale does not eliminate a remedy required by applicable law for verified shipping damage, a wrong item, a missing paid item, a manufacturing defect, or goods that materially fail to match the confirmed order.

2. Order cancellation before fulfillment

Submit a cancellation request immediately through the TopDollX Contact Us page.

An order can be cancelled only if TopDollX confirms the cancellation in writing before any of the following occurs:

• order acceptance;
• inventory allocation;
• customization review;
• production;
• fulfillment preparation; or
• dispatch.

An automated order-received email does not confirm that a cancellation has been accepted. If TopDollX accepts the cancellation, the full amount captured for the cancelled item will be refunded through the original payment channel.

Once an order is accepted, allocated, customized, produced, prepared for fulfillment, or shipped, it cannot be cancelled for convenience. A delay is handled under the Shipping Policy and applicable law; it does not automatically convert an accepted custom order into a convenience cancellation.

3. Issues eligible for review

TopDollX will review a properly documented claim involving:

• visible shipping damage;
• a product or component materially damaged in transit;
• the wrong model or materially incorrect confirmed configuration;
• a paid or expressly included item that is missing;
• a manufacturing defect that existed at delivery; or
• a product that materially does not conform to the confirmed order or an applicable statutory guarantee.

Submitting a claim does not by itself establish eligibility. TopDollX must verify the order, condition, evidence, probable cause, and applicable legal rights.

4. Commercial reporting windows

Report issues within the following periods measured from the carrier-recorded delivery time:

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

These are TopDollX's commercial reporting windows for prompt investigation. They do not shorten a statutory guarantee, implied warranty, withdrawal right, or other deadline that applicable law makes non-waivable. Reporting promptly is essential because delay may prevent the carrier or TopDollX from distinguishing transit damage, manufacturing defect, normal wear, misuse, staining, or later accidental damage.

5. Required claim information

Submit a claim through the TopDollX Contact Us page. Include:

• order number;
• email address used at checkout;
• delivery date;
• model and confirmed configuration;
• a clear explanation of the issue and when it was first observed;
• photographs of the complete product and affected area;
• video when the issue involves movement, sound, heating, charging, connection, or intermittent behavior;
• photographs of every received item when something is missing or incorrect; and
• for shipping damage, photographs of the full carton, damaged packaging, shipping label, and affected product.

TopDollX may request additional evidence reasonably necessary to verify the claim, such as a serial or component identifier, carrier statement, proof of delivery, safe troubleshooting step, security footage, written declaration, or police report for a high-value missing-delivery claim.

Do not send unrelated identity documents, intimate images, complete payment credentials, account passwords, private keys, or seed phrases.

6. Preserve the product and packaging

Keep the product, original carton, internal packaging, shipping label, accessories, and order documents until the claim is resolved.

Before receiving written instructions, do not:

• return or discard any item;
• continue using the affected product or area;
• clean, powder, glue, paint, cut, puncture, modify, or repair the affected area;
• disassemble an electrical, movement, heating, voice, structural, or connected component; or
• arrange an unauthorized third-party repair.

An action that changes the evidence or worsens the condition may make a commercial claim ineligible. Non-waivable legal rights remain unaffected.

7. Conditions that are not manufacturing defects

The following are not manufacturing defects unless the product page, confirmed order, or applicable law expressly provides otherwise:

• ordinary wear or gradual material change;
• minor compression marks, seam or mold lines, makeup wear, loose hair, or surface change consistent with ordinary ownership;
• stains or dye transfer caused by clothing, cosmetics, bedding, storage material, lubricant, or chemical exposure;
• damage from incorrect cleaning, incomplete drying, unsuitable powder, alcohol, bleach, solvent, abrasive tools, or an unapproved product;
• damage from a fall, excessive force, overextended joint, unsupported standing, unsafe lifting, prolonged pressure, improper storage, heat, sunlight, moisture, sharp object, pet, or pest;
• damage from an incorrect charger, voltage, component, application, network, software, or firmware;
• unauthorized disassembly, modification, repair, or third-party service;
• accidental damage, misuse, use contrary to instructions, or commercial use; and
• interruption or change of an independent third-party application, AI model, voice service, cloud service, or subscription not expressly guaranteed in the confirmed order.

8. Assessment and remedy hierarchy

After a complete claim is reviewed and the issue is confirmed, TopDollX applies the following remedy order unless applicable law requires a different result:

1. Correction or troubleshooting for a setup, configuration, care, or operating issue.
2. Missing or replacement component for an eligible missing, incorrect, or defective accessory or part.
3. Authorized repair or repair assistance when the product can be restored safely and within a reasonable time.
4. Replacement product when repair is unavailable, unsafe, unsuccessful, or unreasonable.
5. Full or partial refund for the affected item when repair or replacement is unavailable, unsuccessful, legally inadequate, or a refund is otherwise required by law.

A partial refund applies only when the customer agrees to retain an item with a confirmed, limited loss in value or function. A full replacement or full refund requires return or verified disposal of the affected item when TopDollX reasonably requests it and when law permits.

For a confirmed merchant error or covered defect, TopDollX pays the reasonable, pre-approved cost of the remedy and required shipping. TopDollX does not reimburse an unauthorized repair, return, disposal, shipping service, or other expense.

9. Return authorization

Do not return any product or component without written authorization from TopDollX.

When a return is required, the authorization will identify:

• the approved item or component;
• the return destination;
• the authorization reference;
• packaging and documentation requirements;
• the approved carrier or shipping method; and
• who is responsible for the approved return cost.

Authorization to send an item for inspection is not a guarantee that the claim or refund has been approved. An unauthorized return may be refused and may not qualify for shipping reimbursement or compensation.

10. Condition of an authorized return

Unless TopDollX gives different written instructions, an authorized return must include the approved product or component, supplied accessories relevant to the claim, and the authorization reference. The item must be packaged to prevent additional damage and must not contain unrelated personal items.

TopDollX will document the received condition. Damage caused by inadequate return packaging, unauthorized use, modification, or missing components may affect the remedy to the extent permitted by law.

11. Refund amount and payment route

An approved refund is limited to the amount actually paid for the affected item and any shipping, tax, or duty that applicable law requires TopDollX to refund. Discounts reduce the refundable amount. Third-party bank, currency-conversion, cryptocurrency network, or account fees not charged by TopDollX are not refundable by TopDollX.

Approved refunds are initiated within 10 business days after all required conditions are satisfied, including receipt or verified disposal of an item when required. A business day is Monday through Friday, excluding U.S. federal holidays.

Refunds are sent through the original payment channel whenever that channel supports the refund:

• debit or bank card refunds return to the original eligible card account;
• credit card refunds return to the original card account;
• PayPal refunds are sent through the original PayPal transaction; and
• cryptocurrency refunds are calculated using the USD value captured for the refundable portion of the original order, not the number of cryptocurrency units originally sent or their later market value.

If the original channel cannot technically receive the refund, TopDollX and the payment provider will identify a lawful alternative after identity and fraud checks. Never send a private key or seed phrase.

Banks, card issuers, PayPal, and cryptocurrency providers control final posting time after TopDollX initiates a refund.

12. Exchanges

TopDollX does not offer preference-based exchanges. If a replacement is approved as a remedy for a confirmed issue, it will match the original confirmed model and configuration as closely as reasonably available. A customer-requested upgrade or different configuration requires a separate written price agreement.

13. Chargebacks and payment disputes

Contact TopDollX first so the order and evidence can be reviewed. This request does not limit a non-waivable right to dispute a payment or shorten a provider or legal deadline.

Submitting false information, claiming non-receipt after verified receipt, or seeking both a TopDollX refund and a chargeback for the same amount may constitute fraud. TopDollX may provide order, delivery, communication, and claim records to the payment provider as permitted by law.

14. Mandatory rights by jurisdiction

Nothing in this policy excludes a right that applicable law does not allow a merchant to exclude.

For example, some jurisdictions provide remedies for goods that are faulty, unsafe, not as described, or not of required quality. Some jurisdictions also provide a distance-selling withdrawal period. A lawful exception may apply to goods made to order or clearly personalized and to sealed hygiene-sensitive goods after the seal is broken.

If a mandatory withdrawal right applies to a non-customized, unopened product and no lawful exception applies, TopDollX will honor that right according to the required procedure and deadline. The customer must contact TopDollX before returning the product and must not open a hygiene seal.

15. Contact

Use the TopDollX Contact Us page for a cancellation, return, replacement, or refund request. Include the order number and the evidence required by this policy.