Dear Valued Customers,
Thank you for choosing Cyber Girl. We are dedicated to providing you with an outstanding experience and ensuring complete satisfaction with your purchase. Please carefully review our policies before and after ordering.
At Cyber Girl, every doll undergoes strict quality control to guarantee it arrives in pristine condition. If you need after-sales support, contact us promptly at hello@cybergirl.com (or through your authorized vendor).
Important Note on Returns and Exchanges
Due to hygiene and health regulations, our custom-made dolls are non-returnable and non-exchangeable except in cases of valid manufacturing defects. We strongly recommend reviewing all product details, specifications, and policies thoroughly before ordering. By completing your purchase, you agree to the terms outlined on our website.
After-Sales Service Guidelines
For Undelivered Orders (Cancellations):
1. Within 24 Hours of Placing the Order:
You may cancel your order free of charge by contacting us or your vendor.
2. Within 24–72 Hours of Placing the Order:
Due to our fast production process, cancellation fees apply:
- $600 for TPE dolls
- $1,200 for full silicone dolls
For Delivered Orders:
We highly recommend recording an unboxing video upon receipt to document the condition of the package and doll—this greatly assists in resolving any potential issues quickly.
1. Within 24 Hours of Receipt:
Contact us immediately with:
- A detailed description of the issue
- Clear photos and videos of the doll
- Photos and videos of the packaging
Please submit all evidence at once for faster processing.
2. Within One Month of Receipt:
Provide the same materials as above. After this initial period, it may be more difficult to distinguish between production defects and damage from use, but we will evaluate and offer solutions based on the specific circumstances.
3. More Than Six Months After Receipt:
Standard after-sales compensation is generally not available beyond six months. However, as a committed professional brand, we encourage you to reach out with supporting materials—we may provide assistance on a case-by-case basis.
Exclusions from After-Sales Service
1. Purchases by Minors:
Customers under 18 are strictly prohibited from browsing or purchasing. No after-sales support will be provided in such cases.
2. Non-Quality-Related Issues:
This includes personal preferences, change of mind, or concerns unrelated to manufacturing defects.
3. Discrepancies with Expectations:
- We provide real factory photos of your custom doll for approval before shipping. Production and shipment proceed only after your confirmation.
- Odor: Our dolls use premium, safe, non-toxic materials. A mild scent from TPE is normal and will dissipate over time—this is not considered a defect. If you're concerned, we offer material samples for purchase prior to ordering.
- Upgraded Features (e.g., moaning, heating, auto-suction): These are fully tested before shipment. Please refer to our provided instructional videos to ensure proper use and avoid issues from incorrect operation.
- Shipping Damage or Loss: Transit issues are beyond our control. We will guide you in filing a claim with the logistics provider and work swiftly to resolve the matter.
Your satisfaction is our top priority at Cyber Girl. If you have any questions, please don't hesitate to contact us at hello@cybergirl.com. Thank you for trusting us with your purchase!
