Refund policy

Return and Refund Policy

At Kstardolls, we carefully inspect every reborn doll before shipment and are committed to providing you with high-quality products and a pleasant shopping experience. If you are not completely satisfied with your purchase, please contact us at ada@kstardolls.com. Our customer service team will be happy to assist you.

30-Day Return Policy

You may request a return or exchange within 30 days of receiving your order.

To qualify for a return:

  • The item must be unused and in its original condition.
  • The original packaging, accessories, complimentary gifts, manuals, and certificates must be included.
  • You must provide your order number or other proof of purchase.
  • Your return must be approved by our customer service team before it is shipped.

Return requests submitted more than 30 days after delivery will be reviewed individually and may not be accepted.

How to Request a Return

To start a return:

  1. Email us at ada@kstardolls.com.
  2. Include your order number and the reason for your return.
  3. If the product is damaged, defective, or incorrect, please include clear photos or videos showing the issue.
  4. Wait for our customer service team to approve your request and provide return instructions.
  5. Pack the product securely with all original packaging and included accessories.
  6. Send us the return tracking number after the package has been shipped.

Please do not return a product without contacting us first. Do not send your return to the sender’s address shown on the original package, as this may not be our designated return facility. Unauthorized returns may not be received or processed.

Free Return Shipping

We provide free return shipping for approved returns. Once your request has been approved, our customer service team will provide the appropriate return address or a prepaid return label.

Returns sent without prior authorization or without following our instructions may not qualify for free return shipping.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect product, contact us promptly at ada@kstardolls.com.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photos or videos of the product
  • Photos of the packaging and shipping label

After reviewing your request, we will offer an appropriate solution, which may include a replacement, exchange, or refund.

Refunds

After receiving and inspecting your returned product, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. Estimated processing times are:

  • PayPal: 2–5 business days
  • Credit or debit card: 3–7 business days
  • Digital wallet: 2–3 business days

Processing times may vary depending on your bank or payment provider.

If more than 10 business days have passed since your refund was approved, please contact us at ada@kstardolls.com.

Exchanges

Approved exchanges are normally processed within 48 hours after we receive and inspect the returned product.

Replacement delivery generally takes approximately 7–10 business days, depending on the destination, carrier, and product availability. Tracking information will be sent to you once the replacement has shipped.

If the requested replacement is unavailable, we may offer an alternative product or issue a refund to the original payment method.

Non-Returnable Products

We may not accept returns for:

  • Products returned more than 30 days after delivery without prior approval
  • Products that have been used, washed, altered, or damaged by the customer
  • Products missing their original packaging, accessories, complimentary gifts, manuals, or certificates
  • Personalized or custom-made products, unless they arrive damaged, defective, or incorrect
  • Products returned without prior authorization
  • Products that cannot be returned for hygiene or safety reasons after opening, where permitted by applicable law

This policy does not affect any consumer rights available under applicable law.

Lost or Damaged Return Packages

Please follow the return instructions provided by our customer service team and keep your shipping receipt and tracking information until your return has been completed.

Kstardolls is not responsible for unauthorized return packages that are lost, damaged in transit, or delivered to an incorrect address.

Contact Us

If you have any questions about a return, refund, or exchange, please contact us:

Company: k-stardolls Trading Co., Limited
Brand: Kstardolls
Email: ada@kstardolls.com
Website: www.kstardolls.com
Address: Room H11, 1/F, Kaiser Estate Phase 2, No. 51 Man Yue Street, Hung Hom, Hong Kong

We aim to respond within 24 hours, excluding weekends and public holidays.

Important: The address above is our business contact address and may not be the designated return address. Please contact us and obtain return authorization before sending any product.