How long do I have to request a refund?

14 days from delivery for manufacturing-defect claims. For custom orders, you can cancel or modify within 48 hours of the signed contract; after that, only partial refund.

What if the package is damaged when it arrives?

Refuse the parcel so the warehouse initiates a claim. If already signed for, send three photos (carton, shipping label, product damage) within 48 hours; we'll replace or refund.

Are returns no-questions-asked?

No. Refunds are tied to manufacturing defects verifiable by our pre-shipment photo, video and packing-video double confirmation. We do not refund buyer's-remorse or used-then-returned units.

When will the refund reach my account?

7-10 business days for card; 3-5 days for PayPal / Shop Pay; 10-15 days for wire. Crypto is not accepted and not refunded.

Do you share a blacklist for refund abuse?

Yes. Chargeback / refund-abuse triggers permanent site ban and shared blacklisting with sister brands.

Refund Policy|Silicone Lovers Club

General Principle

14-day return window + hygiene floor. In one line: we accept returns / exchanges for in-stock items only when due to manufacturing defects, and custom orders can be cancelled / modified unconditionally within 48 hours of the signed contract.

Chargeback abuse / fraudulent refund attempts are zero-tolerance — see Anti-Abuse section.

Every unit rests 48 hours post-production + passes item-by-item inspection; 99.5% will ship free of issues. In the rare event of material flaw / manufacturing defect:

Minor — free accessory / repair guidance, you finish the small fix

Major — free replacement of a brand-new unit, or a full refund. You pick.

Shipping cost — borne by us for material flaws / manufacturing defects; borne by the buyer for buyer's-remorse or used-then-returned (hygiene floor).

Our Position on Returns (Read This First)

We're not in fast-moving consumer goods. We're in 1600–16000 USD silicone-companion builds with bespoke craftsmanship and overseas logistics — every step carries real cost.

We therefore do not promise "no-questions-asked returns." Every clause in this policy is built on two realities:

Chargeback / scam risk — a small number of buyers weaponize chargebacks, platform disputes, "item not as described" excuses to abuse refund mechanics. Our policy defends against that — not out of coldness, but to keep the business running.

Logistics cost is brutal — for custom orders shipping from Guangzhou to EU / AU / NZ, freight + duty + clearance sometimes exceeds the unit's own value. Once the moulding has started, both sides lose.

Pre-shipment we use ① live photos (≥5) ② live video (≥60 seconds) ③ packing video (≥60 seconds) for double confirmation. If the buyer isn't satisfied with the live media, we don't ship.

1. Cancellation

1.1 Custom Orders

Cancel or modify for any reason within 48 hours — email hello@siliconeloversclub.com immediately.

Refund ladder within the 48-hour window: 80% of the deposit back, 10%–20% covers material + labour already incurred.

After 48 hours: no full refund — only partial refunds (moulding consumables / equipment amortisation / engineering hours are now sunk). However, pre-production free change of face / body / AI-tier package options; post-production kickoff you pay hourly fees + material differential.

1.2 In-Stock Orders

Within 12 hours: refund 90% (10% covers payment-channel processing fee)

Within 24 hours: refund 80% (20% covers payment + packing + inventory hold)

After 24 hours: not refundable

1.3 Triggers That Unlock Cancellation Outside the Ladder

Bank / Stripe / PayPal risk-block (no refund of processing fee)

Customs / destination-country interception

Duplicate orders (keep one, refund 90% on the rest)

2. Order Modification

Time Window	Modification	Fee
Within 24 hours	Free	0
24–48 hours	Free if pre-production; hourly fee if started	$50–$300
After 48 hours	Not modifiable — pay in full + start new order	Full price

3. Why These Charges Apply

Once incurred, these fees are non-refundable:

Payment-channel fees (Stripe / PayPal / Apple Pay processing)

Personalised-product material costs (silicone / TPE / hair / pigment / jointed skeleton)

Packaging cost (unbranded corrugated + cushioning + heat-shrink film)

Freight cost after dispatch (FedEx / UPS / DHL already booked)

4. Inspection on Arrival

Inspect packaging integrity and the doll's appearance the same day you receive the parcel.

Within 48 hours contact us via email hello@siliconeloversclub.com

Upload clear photos or a ≥60-second unboxing video; we'll respond within 48 hours

Pre-shipment we will already have conducted the photo (≥5) + live video (≥60s) + packing video (≥60s) double confirmation. "Item not as described" claims raised after that will not be honoured.

5. Damage / Missing Items / Warranty

5.1 Damage

Transit damage (intact outer box, broken inside): photo + upload. Within 48 hours we pick from replacement / refund / repair; freight is on us.

Manufacturing defect (not transit): free replacement / refund within the 14-day window.

5.2 Missing Items

The package contains: cleaning kit + Chinese manual + English manual + 30-day warranty card + anti-counterfeit serial plate. If any item is missing, we'll resend within 5 business days, freight on us.

5.3 Warranty

Silicone seams — 1-year warranty (freight on buyer)

Stainless skeleton — 1-year warranty (freight on buyer)

TPE seams — 1-year warranty (material life bound)

Electronics / AI module — 1-year warranty (software upgrades via OTA)

5.4 What We Don't Refund

1. Hygiene product opened / used (skin-contact apparel cannot be resold)

2. Outside the 14-day refund window

3. Custom-order units (personalised spec, production started)

4. Buyer-introduced damage / modification / use

5. Change-of-mind (within 48 hours pre-sign is allowed; after that, no)

6. "Item not as described" after pre-shipment video confirmation

7. Resold / second-hand items

8. Chargeback / refund-abuse behaviour

6. Returns Procedure

1. Email hello@ with subject "Return Request" + order number

2. We reply within 5 business days with the return address + RMA number

3. When you ship — always retain the tracking number + record a packing video

4. Once received, we process the refund within 10 business days

Restocking fee: 15%–25% — buyer's-remorse returns are on the buyer; manufacturing-defect returns are on us.

7. Refund Timeline

Payment Channel	Refund Arrival
Card (Visa / MC / AmEx)	7–10 business days
PayPal	3–5 business days
Klarna	7–10 business days
Shop Pay / Apple Pay / Google Pay	3–5 business days
Wire transfer	10–15 business days
Crypto (USDT etc.)	We neither accept nor refund — AML baseline

8. AI Functions — Special Case

If your order includes AI: 5 things we deliver (warming / micro-vibration / micro-expression / eye movement / voice) + 9 things we don't (vacuuming / dishwashing / laundry / cooking / flight-booking / food-ordering / video summarisation / quantum computing / interstellar navigation).

AI non-promise schedule is part of every custom contract; double signature required before production kickoff.

AI refund specifics: 7-day replacement / refund window on AI module failure; after day 7, free repair during 1-year warranty (freight on buyer).

9. Risks and Responsibilities

You are purchasing a silicone companion product + matching hardware warranty service. Not included: IP / copyright / android identity / commercial use / resale rights. Not included: AI independent judgement, full household-automation capability, or cross-smart-home expansion.

10. Anti-Abuse: Chargeback / Refund Scam

The following behaviours trigger consequences:

Chargeback after delivery without returning the unit

"Item not as described" full-refund requests after pre-shipment video confirmation

Staged transport damage that is actually use-wear

Multi-account / repeat orders to game disputes

Unreasonable refund frequency — 2 times in 6 months

Consequences: permanent site ban + evidence submission to payment platform / arbitration body + potential legal action + black-list shared with sister brands.

11. Overseas Warehouse After-Sale

This chapter is TPE in-stock / overseas-warehouse-dispatch SOP — a separate product line with a different after-sale model from the custom / platinum silicone / AI track.