We want every IIBOOM order to arrive as agreed. Because our companion dolls are intimate-use products and are generally made to order, returns and refunds are subject to the conditions below.
Hygiene and Custom-Made Products
For health and hygiene reasons, intimate-use products cannot be returned after the package has been opened, used, tested, cleaned, altered or damaged, except where required by applicable law.
Customized, personalized and made-to-order products are generally not eligible for return or exchange because they are manufactured to the customer’s selected specifications.
Order Cancellation
To request cancellation, contact [email protected] as soon as possible.
- If production has not started, we may approve cancellation and issue a refund, less any non-refundable payment processing or administrative costs permitted by law.
- If production, customization or material preparation has started, the order may no longer be cancellable or may be subject to deductions for work already completed and costs already incurred.
- After shipment, an order cannot be cancelled.
Do not assume that a cancellation request has been accepted until you receive written confirmation from IIBOOM.
Pre-Shipment Confirmation
Where inspection photos or videos are provided, customers should review them promptly. Approval of the inspection confirms acceptance of the visible appearance and selected configuration, subject to damage or defects that could not reasonably be identified during inspection.
Damaged, Defective, Missing or Incorrect Items
Visible shipping damage, missing items, manufacturing defects or incorrect products must be reported to [email protected] within 48 hours of delivery.
Your report should include:
- Order number;
- A clear description of the issue;
- Photos showing the outer package, shipping label, internal packaging and affected product;
- An unedited unpacking video beginning before the package is opened; and
- Any additional evidence reasonably requested for investigation.
Please keep the product and all original packaging until the claim is resolved. Do not discard, repair, alter, clean or return an item without written instructions.
Available Remedies
After reviewing the evidence, IIBOOM may provide an appropriate remedy depending on the circumstances and applicable law, including:
- Troubleshooting or care guidance;
- Replacement parts or accessories;
- Repair support;
- Partial refund;
- Replacement; or
- Full refund where legally required or otherwise approved.
The remedy offered will reflect the nature of the issue, product condition, available evidence and reasonable cost of correction.
Returns Require Authorization
Do not return any product without prior written authorization and return instructions from IIBOOM. Unauthorized returns may be refused.
If a return is authorized, the product must be securely packaged as instructed. Unless the return results from an error for which IIBOOM is responsible or applicable law requires otherwise, the customer may be responsible for return shipping, insurance, customs fees and other return-related costs.
Non-Returnable Situations
Unless required by applicable law, returns or refunds are generally not available for:
- Change of mind or personal preference;
- Minor variations in color, makeup, texture or handcrafted finish;
- Incorrect options selected by the customer;
- Damage caused by misuse, improper storage, improper cleaning, unauthorized repair or failure to follow care instructions;
- Normal wear and tear;
- Products altered after delivery;
- Opened or used intimate products without a verified defect;
- Delivery delays outside our reasonable control; or
- Customs seizure, refusal, abandonment or unpaid destination charges caused by destination rules or customer action.
Refund Processing
Approved refunds are issued to the original payment method where possible. Processing time depends on the payment provider and financial institution. Shipping, customs, payment processing and other costs may be non-refundable where permitted by applicable law.
Chargebacks and Disputes
Please contact us first so we can investigate and attempt to resolve the matter. Submitting false information or an improper payment dispute may delay resolution. Nothing in this policy limits any lawful rights available to the customer.
Consumer Rights
This policy does not exclude or limit any mandatory consumer rights that cannot legally be excluded in the customer’s jurisdiction.
Contact
For cancellation, return or refund requests, contact [email protected] and include your order number.