Last Updated: 25 Aug 2026
We want customers to understand the conditions applicable to cancellations, returns, replacements and refunds before placing an order with boyxdoll.com.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
An order may normally be cancelled only if production, customization, packaging or shipment has not yet commenced.
Customized or made-to-order products may not be eligible for cancellation after production has started.
Change of Mind
Due to the personal nature of certain products sold on our website, returns for change of mind may be restricted for products that have been opened, used or removed from sealed hygienic packaging.
Where permitted by applicable law, eligible change-of-mind returns must normally:
- Be requested within 3 days after delivery
- Be unused
- Be unopened where applicable
- Be in the original packaging
- Include all accessories and components
- Be in resalable condition
This restriction does not affect any consumer rights that cannot legally be excluded.
Customized Products
Customized, personalised or made-to-order products are generally not eligible for return or refund simply because the customer changes their mind, except where required by applicable law or where the product is defective or materially different from the agreed specification.
Damaged, Defective or Incorrect Products
If you receive a product that is damaged, defective or materially different from your order, please contact us within 3 days after delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs
- Video evidence where appropriate
- Photographs of the external packaging
- Photographs of the shipping label
We may request additional information to assess the claim.
Where a claim is approved, an appropriate solution may include repair, replacement, partial refund or full refund depending on the circumstances.
Return Authorization
Products should not be returned without contacting us first.
If a return is approved, we will provide the applicable return instructions and return address.
Unauthorised returns may not be accepted.
Return Shipping Costs
If a return results from an error on our part or an eligible defective product, we will determine the appropriate return-shipping arrangement.
For eligible change-of-mind returns, the customer may be responsible for return shipping costs unless applicable law requires otherwise.
Inspection
Returned products may be inspected after receipt.
A refund may be refused or reduced where permitted by law if the returned product:
- Has been used
- Has been damaged by the customer
- Is missing accessories
- Is not in its original condition
- Has been altered or modified
- Does not correspond with the approved return request
Refund Processing
Approved refunds will normally be returned to the original payment method where possible.
Please allow 3 business days after approval for us to process the refund. Additional time may be required by your bank or payment provider.
Original shipping charges, customs duties, import taxes and other third-party charges may not be refundable unless required by applicable law or the refund results from an error attributable to us.
Refused or Undeliverable Parcels
If an order is returned because:
- The customer refuses delivery
- An incorrect address was provided
- The parcel was not collected
- Import requirements were not completed
- Customs charges were not paid
any refund will be determined after deducting applicable shipping, return shipping, customs or handling costs, to the extent permitted by law.
Contact Us
To request a cancellation, return or refund:
Email: admin@boyxdoll.com
Website: www.boyxdoll.com
Order information required: Order number + purchaser name/email