Refund and Return Policy

Refund and Return Policy

Last updated: October 12, 2026

At DollieFactory, your satisfaction is our priority. This Refund and Return Policy explains the conditions under which we accept returns and issue refunds. By placing an order, you agree to the terms below.

1. Order Cancellation

You may cancel an order within 24 hours of placing it, provided the item has not entered production or shipped. To cancel, email support@sourcefactory168.com with your order number. After 24 hours or once production has started, cancellation is no longer possible, and the standard return process below applies.

2. Return Eligibility

Due to the intimate nature of our products, the following conditions apply:

  • Damaged or defective items: If your product arrives damaged, defective, or significantly different from what was ordered, contact us within 7 days of delivery with photos and your order number. We will arrange a replacement or full refund, including return shipping if required.
  • Wrong item received: If you receive an incorrect product, we will exchange it for the correct item or issue a full refund, at your option, with all return shipping costs covered by us.
  • Non-defective or opened items: For hygiene and safety reasons, products that have been opened, used, or unsealed cannot be returned or refunded, except where the item is confirmed defective.
  • Custom or made-to-order products: Customized dolls and bespoke items are non-refundable unless they arrive damaged or defective.

3. Return Process

To initiate a return, follow these steps:

  1. Email support@sourcefactory168.com with your order number, reason for return, and supporting photos.
  2. Wait for our team to review and issue a Return Authorization (RA) number. Returns sent without an RA number will not be accepted.
  3. Ship the product in its original packaging (where possible) to the return address we provide. Keep your tracking number.
  4. We inspect the returned item within 3–5 business days of receipt and process your refund or replacement.

4. Refund Method and Timing

Approved refunds are returned to the original payment method. Processing time depends on your bank or payment provider and may take 5–10 business days to appear on your statement. Shipping fees are non-refundable except in cases of damaged, defective, or wrong items shipped by us.

5. Non-Refundable Items

  • Opened or used personal care products (lubricants, lotions) for hygiene reasons.
  • Gift cards and downloadable products.
  • Items returned without an RA number or outside the eligible period.
  • Custom-made or personalized products, unless defective.

6. Order Changes

Changes to an order (color, configuration, shipping address) may be requested within 12 hours of placing the order. After this window, we cannot guarantee the change can be applied.

7. Chargebacks and Disputes

If you experience an issue with your order, please contact us before opening a chargeback or payment dispute. We are committed to resolving concerns promptly, and most cases are settled within 5–7 business days. Filing a chargeback without first contacting us may delay resolution and affect your account standing.

8. Contact Us

For any refund or return questions, please reach us at:

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