Order Cancelations & Returns
Commitment to Product Quality
At XTouchStore.com, we prioritize the quality of our products. We ensure that each item meets our rigorous standards, providing our customers with high-quality products that they can trust. Our dedication to quality underscores our mission to deliver items that not only meet but exceed expectations.
Order Cancellation, Refunds, and Returns Policy
Understanding our order cancellation, refund, and return policies is essential for a hassle-free shopping experience. We offer a transparent process to handle cancellations and refunds, ensuring that our customers can manage their purchases with confidence. If you need to cancel an order or initiate a return, our streamlined procedure is designed to assist you effectively.
Dedicated Customer Support
Should you have any questions or concerns about our products or policies, don’t hesitate to reach out to our dedicated customer support team. Our team is here to assist you, providing prompt responses and assistance to ensure your shopping experience is as smooth as possible. Remember, at XTouchStore.com, your satisfaction is our top priority!
XTouchStore Guarantee
Autorized Reseller
XTouchStore is Authorized by WM Dolls, Galatea Doll, Dolls Castle, Fire Doll, etc. XTouchStore guarantee all items are 100% authentic.
FDA & CE Approved
In order for the products to meet the requirements of regulations and ensure that customers can use all dolls safely, the dolls sold on XTouchStore have passed FDA and CE certification
Ready Doll Image
We will send you photos of the doll for review before shipment. If there are any modifications or adjustments needed, please let us know before shipment.
Cancellations Policy
We fully consider your possible changing needs, so we provide you with a flexible order cancellation policy, but in some cases we will deduct some necessary fees because we need to pay a certain cost. Therefore, please reconfirm that it is the product you need before placing an order.
We usually take 8 hours to process the orders after we have received the payment. For customized items, we will prepare the materials for production in 8 hours. For in-stock items, we will pack the product within 8 hours. So there will be materials and labor costs incurred.
Cancelling Before Shipment:
| Cancellation after Payment | Refund For Customized Items | Refund For In-stock Items |
| Cancel within 8 hours | 100% Refund | 100% Refund |
| Cancel within 24 hours | 80% Refund | 85% Refund |
Cancelling After Shipment:
- Order can not be canceled.
- Shipping, labor and storage costs will be deducted from the refund, it will depend on the actual costs.
- If the cancellation can not be done, you have to accept the package and return it to us, and you are responsible for return shipping costs.
Doll Modifications After Order Placement:
We encourage you to review your order carefully before submission.
- Modifications are possible within the first 12 hours for a one-time fee of $79.00. Please email us at [email protected] for modifications.
- After 12 hours, modifications cannot be accommodated due to the commencement of the manufacturing process.
Returns Policy
Receiving inspection
- Thoroughly inspect the doll from head to toe before use. If the product is damaged due to improper use, you will not be eligible for any return or exchange services. It is important to use common sense and handle the item properly to avoid causing any damage to the product.
- If you have any complaints or dissatisfaction, please feel free to contact us within 24 hours. It is also important to include as much detail as possible including any images and videos, in which case email us at [email protected]. We can then work to resolve the issue.
- We appreciate any feedback as well as it can help us work with our manufacturers to avoid a repeat of these issues in the future.
Damaged Products or Order Discrepancies
At XTouchStore, we are committed to delivering excellence. Each order undergoes a rigorous inspection, testing, and photographic documentation before it leaves our facility to ensure top-notch quality. If you find any discrepancies or damages upon receiving your order:
- Do Not Use the Product: We are unable to accept complaints for used products.
- Report Immediately: Within 24 hours of receiving the order, please contact our service team at [email protected] with detailed photos of the issue.
- Prompt Assistance: Our dedicated team will thoroughly investigate the matter and respond swiftly. In most cases, we will send replacement parts for any broken or missing components in your order.
Warranty
If the item arrives damaged or defective, we will offer reshipment, remake, or partial refund.
- Incorrect Dolls: When you receive the doll and you find it looks absolutely different from the factory pictures or website, just show us an unboxing video (with the whole body, head, shipping label, and outside package box ). We will report and check with our factory and shipping carrier, and arrange a new replacement for you.
- Damaged Dolls: You should file a claim with the shipping carrier on receipt of your package if it is severely damaged. A new replacement will be arranged depending on how severe the damage is. For slight damage, we will provide all the necessary kits to help you fix the item.
- Missing Package: If the tracking number shows your package is delivered but you didn’t receive anything, call UPS/FedEx and file a claim ASAP. Just in case, we add an adult signature service for most packages (exceptions may apply.)
***DO NOT RETURN THE PACKAGE DIRECTLY***
Generally, returns are not accepted for adult products. As a buyer, you wouldn’t want to purchase a doll that has been previously used by other people, correct? If you have a valid reason for a return, please ensure that the product is in new condition. Our team will thoroughly inspect your doll package, and if we find any violations of our return policy, a refund will not be issued, and the incident will be reported to credit agencies in some serious cases.
- Please ensure that the doll is in brand-new condition and has not been used before returning it to us.
- The shipping address on the packaging box is not applicable for returning custom orders and inventory orders.
- If you wish to return the package, please contact us for further instructions.
Refunds
***DO NOT INITIATE PAYMENT CARD CLAIMS / PAYPAL DISPUTES DIRECTLY***
Addressing Concerns with Direct Communication
Should you encounter any issues during your shopping experience, we genuinely urge you to reach out to us directly. When considering the option of initiating a dispute, please understand our unwavering dedication to providing you with the best service possible. Our team is here to resolve any problems promptly, enabling us to handle your concerns without delays.
Avoiding Unnecessary Complications
Initiating a dispute can lead to unnecessary costs and complications, such as delayed refunds or additional processing fees. By contacting us first, we can effectively address all issues, ensuring a smooth and satisfactory shopping experience. We are committed to making this process as seamless as possible for you, avoiding any inconveniences that disputes may cause.
Refund Timeframe
Once we agree to cancel or refund for return, as the case may be, a refund is issued to the original payment method or to your credit card/PayPal account.
The refund time period for different modes of payment is provided below.
Credit Card/ Debit Card (6-10 Business Days)
PayPal (7 Business Days)
If the standard time frame as mentioned in the above table has expired and you have still not received the refund, please contact us for a refund number and then contact your credit or debit card issuer or your bank for more information. DON’T FILE A CHARGEBACK REQUEST DIRECTLY (this will delay your refund more). The refund back to the account depends on your bank.