If your order has been paid and you need to make a change or cancel the order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our no.1 priority. Therefore, if you’d like a refund you can request one no matter the reason below.
1. If you did not receive the product within the guaranteed time 45 days, you can request a refund or a reshipment except if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of YourSecretLady.com (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of YourSecretLady.com
2. If you received the wrong item you can request a refund or a reshipment***.
3. If you do not want the product you’ve received, you may request a refund but you must return the item at your expense and the item must be unused.***
***It’s not possible to refund sex dolls because of hygiene issues. Due to the nature of the products, all SEX DOLLS come as AS IS with no money back guarantee. This is the industry standard for sex dolls. However, if during the first week following the reception of the goods, you notice that one part is missing or damaged, only in that case, we can partially refund you or send you the missing part. You must send a photo of the damaged part.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.