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Refund and Returns Policy

Your BJD Haven Refund and Returns Policy

Last Updated: [Date:June 26, 2025]

At [www.Animebjd.com], we understand that purchasing a Ball-Jointed Doll (BJD) is a significant and cherished investment. We are committed to delivering exceptional quality and craftsmanship, reflected in our meticulous quality control processes. As a result, we experience a very low rate of returns. For your peace of mind, we offer a generous return window on eligible items. This policy details the conditions for returns and refunds. Please read it carefully.

1. Returns Eligibility & Timeframe

  • Generous Return Window (Non-Customized Items): We accept returns for most new, unused items in their original, pristine condition (including all original packaging, tags, certificates of authenticity, and protective wraps) within 40 days of the date you received the item. This extended period reflects our confidence in the quality of our standard products. Eligible items typically include:

    • Stock dolls (with factory/artist standard faceups, not customized per your request).

    • Wigs, eyes, and clothing/accessories that are not specifically made-to-order or altered for you.

    • Unopened and unused doll care products.

  • Exceptions / Non-Returnable Items:

    • Custom Faceups: Dolls or heads with a custom faceup specifically requested and paid for by the customer CANNOT be returned or refunded. This unique artistic service is final.

    • Commissioned Clothing/Accessories: Items made precisely to your measurements or unique design specifications are final sale.

    • Opened Doll Care Products: For hygiene, opened sealant, MSC, or similar products cannot be returned.

    • Sale/Discount Items: Items marked “Final Sale” or “Non-Returnable” at purchase are excluded (clearly stated if applicable).

    • Personalized Items: Items personalized with your details cannot be returned.

    • Gift Cards/Digital Products.

  • Damaged or Defective Items: See Section 3 below. Thanks to our stringent quality checks, such instances are exceedingly rare.

2. Initiating a Return

  1. Contact Us First: DO NOT ship returns without authorization. Within the 40-day window, contact our Customer Service team exclusively at [email protected] with:

    • Order Number.

    • Item(s) for return.

    • Detailed return reason.

    • Clear photos showing the item(s) in current condition, including all original packaging.

  2. Return Authorization (RMA): If eligible, we’ll issue an RMA number and return instructions. Returns without an RMA may be refused.

  3. Packaging: Securely repack the item(s) in the original, undamaged manufacturer’s box, placed within a sturdy shipping box with ample padding. Include ALL tags, certificates, and accessories. The RMA number must be visible on the outside of the shipping box.

  4. Ship Your Return: Use a trackable and insured service to our provided address. You are responsible for return shipping costs and risk until we receive it. We strongly recommend insurance due to the value and fragility of BJDs.

3. Damaged or Defective Items (Rare Occurrences)

  • Inspect Upon Delivery: While we implement rigorous quality control and secure packaging to minimize risks, please inspect your order carefully upon arrival. Check the doll, components, and packaging before removing any protective materials. Report any suspected damage or defects within 48 hours of delivery.

  • Document: Take clear photos/video of the issue and the packaging (including any shipping box damage).

  • Contact Us: Email [email protected] immediately with your order number, evidence, and description.

  • Resolution: We will work swiftly to resolve any validated issue, which may include replacement parts, a full replacement/refund (including original shipping), or a partial refund if mutually agreed. Our commitment to quality aims to make this process exceptionally uncommon.

4. Refunds

  • Processing: Upon receipt and inspection of your eligible return, we will email you regarding your refund status.

  • Timing: If approved, refunds are processed to your original payment method. Please allow:

    • Credit/Debit Cards & PayPal: 5-10 business days post-processing (processing takes 2-3 business days after inspection).

    • Other Methods: May take longer.

  • Amount Refunded:

    • Refunded: Cost of returned item(s).

    • Non-Refundable: Original shipping costs (unless our error), return shipping costs (unless our error/defect), custom faceup/commission fees, and any import duties/taxes paid by the customer.

5. Exchanges

  • The fastest way to exchange is to return the original item for a refund and place a new order. Contact [email protected] for specific requests; we’ll assist if feasible (availability not guaranteed).

6. International Returns

  • International customers are responsible for:

    • All return shipping costs.

    • Any customs duties/taxes/fees associated with the return (non-refundable).

    • Marking the package as “RETURN” on customs forms (we can provide supporting docs).

  • Always use a trackable and insured service. Refunds issued only after receipt and inspection.

7. Restocking Fee

  • We do not charge a restocking fee for eligible, original-condition returns. Fees may be deducted/returns refused if items are used, damaged, or incomplete.

8. Our Commitment & Contact

We take immense pride in the quality of our BJDs and accessories, investing heavily in quality control to ensure your item arrives perfect and meets expectations, contributing to our low return rate. If you have questions:

  • Email: [email protected] (This is our dedicated channel for returns/refund inquiries).