Política de reembolso

We are committed to providing our customers with high-quality products. Every order is thoroughly inspected, tested, and photographed before leaving the factory.

With limited exceptions, we do not provide pre-paid return labels; you are responsible for covering shipping costs to return.

Returns & Refunds
When you receive your order, be sure to inspect the product carefully to ensure that it is in good condition. If any defect or damage is found, please do not use it and send us pictures or videos within 24 hours. Products that have already been used, even if the order is incorrect, will not be processed.

Due to health and hygiene reasons, since we sell intimate adult products, we are unable to offer an exchange or refund or accept returns under any circumstances. As per our policy, cancelling an order after 24 hours will have a 20% cancellation fee. And cancelling 72 hours after your order will have a 30% cancellation fee. Please also be aware that highly customized dolls cannot be cancelled.

We do not offer refunds or returns for any reason other than the product being damaged on arrival.

Items must be sent back within 30 days of the delivery date.

Reminder: The product does not support no reason to return!
Items must be unworn, and have original tags attached.
We are not liable for any return packages that may become lost or stolen in-transit.
Please keep your proof of postage and/or return tracking number when shipping back your returns.
Returns are processed within 5-7 business days after your item(s) are delivered to us.
Damaged, defective, or incorrect items must be reported within 7 days of delivery.
30 Days Return, One Year Warranty
Customers can contact us within 30 days of receiving the item. If you have received a defective or damaged item, the wrong size or the wrong product, please contact us immediately at service@xtorso.com.

How to Reach Us
Contact us and describe the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as described item, please send us a clear picture or video of the problem.

Our Solutions:
1. XTORSO's Responsibility:

If our company is responsible for the issue, we will allow a return to our warehouse for a refund or an exchange.

Once we receive the item, we will refund in full the original product price and its shipping or resend for free a replacement at our expense. This solution is only when xtorso.com is responsible for shipping the wrong item.

2. Customer's responsibilit

Incorrect Order(size of item) or Unwanted Item, within 7 days of receiving the goods.

If the customer want to return the items as his/her own reason, we can also allow a return. In this case, the customer will be responsible for these two parts:

The shipping fee both ways (to and from our warehouse)
4.4% of order total value. (Paypal transaction fee)
5% of the order total value. (labor commission and service charge)
The customer need to provide shipping tracking number and payment proof to us, we will arrange the refund as soon as we receive these.

Satisfaction Guarantee
Your satisfaction is our priority!

If you are dissatisfied with your order, please contact us within 30 days of receiving the product to request a return. Our Customer Service team will provide you with an RMA form and our return address. All return shipping fees are at customers' own expense.

Additional notes about Warranty
All returns must first be approved by our customer service team; if approved, you will be provided with an RMA form. Returned items without RMA form will not be accepted.

All returned items must be in brand new condition, unused, unworn, come with all original tags and their original packaging.

If the customer requests a refund, we will refund the original product cost upon receiving the returned item. All shipping fees to return the item, and the original shipping fees, are non-refundable.

We do not accept returns on discounted items, unless a customer received a wrong item or the item was faulty.

Compensation time-frame
For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

Please contact our Contact Us for further help. We will do our very best to help you and reply to all messages within 48 hours.

If you have any questions, please contact us at service@xtorso.com for assistance.