退貨政策
This Return Policy explains how we handle returns and exchanges for purchases made on DarumaFamily.com, operated by Matleoz Holdings Inc. Due to the personalized nature of our dolls, we have specific return policies to ensure fairness for all customers while maintaining product quality.
Due to the personalized nature of our dolls, we accept returns only for defective or damaged items.
You may return an item if:
- It arrived defective or damaged
- It is the wrong item received (e.g., incorrect product model or design)
- It is still in unused condition and reported within 7 days of delivery
- Dolls used or modified after delivery
- AI-enabled dolls once registered or activated
- Gifted dolls unless defective
To initiate a return, please email us at support@darumafamily.com with:
- Your order number
- A brief description of the issue
- Photos of the item and packaging, if applicable
We will provide instructions and, if eligible, a return shipping label.
Once we receive and inspect the returned item:
- If approved, a refund will be issued to your original payment method
- Refunds may take 5–10 business days to process
- Shipping costs are non-refundable, unless the return is due to our error
Standard Orders:
Orders can be canceled within 24 hours of purchase if the item has not been shipped.
Pre-Orders:
Pre-orders for AI-enabled dolls may be canceled any time before shipment for a full refund.
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