Return Policy

Return & Refund Policy

Thank you for choosing US! We strive to ensure you love your new plush companion. If you are not entirely satisfied with your purchase, we are here to help.

1. Return & Exchange Eligibility
You are eligible for a return or exchange if:

  • The request is made within 15 days of receiving your order.

  • The cotton doll is unused, in its original condition, and with all original tags attached.

  • The doll is in its original, undamaged packaging.

  • You have the original proof of purchase (order number/receipt).

2. Non-Returnable Items
For hygiene and quality control reasons, the following cannot be returned or exchanged:

  • Customized or personalized cotton dolls (e.g., dolls with specific face-ups, outfits, or accessories made to order).

  • Final sale items (clearly marked as such during purchase).

  • Any item not in its original condition, that is damaged, played with, washed, or missing tags or parts for reasons not due to our error.

  • Accessories or clothing sold separately if opened.

3. Return Process
To initiate a return, please follow these steps:

  1. Contact us within the eligible period at [smilehouse4910@gmail.com] with your order number and reason for return. We will provide you with a Return Address and instructions.

  2. Securely pack the doll in its original packaging, including all tags and accessories. Please include a copy of your receipt and write the RAN on the outside of the box.

  3. Ship the package to the address we provide. We recommend using a trackable shipping service. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong or defective item).

4. Damaged or Defective Items
If you receive a doll that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. Provide photos and a description of the issue. We will give you a reasonable solution （Replacement/Partial refund/ Or other）.

5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 3-10 business days.

  • Please note that shipping costs (both original and return, unless due to our error) are non-refundable.

  • Exchanges are subject to product availability.

6. Contact Us
For any questions regarding this policy or your order, please contact us at:

  • Email: [smilehouse4910@gmail.com]

  • Hours: [09:00-18:00 GMT+8, Mon-Sat]

We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website.