Due to the intimate and hygienic nature of adult dolls and related products, as well as their large size, heavy weight, and possible custom-made configuration, 9Crave applies a strict return, exchange, and refund policy.

Before placing an order, please carefully check the product material, size, weight, appearance, warehouse location, and all selected customization options. If you have any questions, please contact us by email or WhatsApp before completing your payment.

Nothing in this policy limits any mandatory consumer rights that cannot be excluded under applicable law.

1. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Within 12 Hours After Payment

If the product has not entered custom production, stock preparation, packing, or shipping, we will usually be able to assist with order changes or cancellation.

If an order is cancelled for personal reasons, any non-refundable transaction fees already charged by the payment provider may be deducted from the refund where permitted by applicable law.

More Than 12 Hours After Payment

Cancellation or change requests will be reviewed based on the actual processing status of the order. 9Crave cannot guarantee that the order can still be cancelled or modified.

Orders Already in Production, Preparation, or Shipment

An order usually cannot be cancelled or changed for personal reasons once any of the following has occurred:

• Custom production has started;
• The supplier or warehouse has started preparing the order;
• An in-stock order has entered the packing or shipping process;
• A tracking number has been generated or the package has been handed to the carrier;
• Custom materials, accessories, or special functions have been purchased, prepared, or installed.

If an order must be cancelled because 9Crave is unable to supply the product, ships the wrong item, or causes another issue on our side, we will provide an appropriate resolution and will not charge the customer unreasonable costs caused by that issue.

2. Returns or Exchanges for Personal Reasons

Except where mandatory law provides otherwise, adult dolls, torsos, custom-made products, intimate apparel, and other intimate products are generally not eligible for return or exchange for personal reasons, including but not limited to:

• Change of mind or no longer wanting the product;
• Disliking the appearance, body shape, feel, or weight of the product;
• The product being larger, smaller, heavier, or harder to move than expected;
• The customer being unable to move, use, hide, or store the product;
• Selecting the wrong head, body, skin tone, hairstyle, eye color, or other configuration;
• Choosing the wrong model, size, material, warehouse, or product when placing the order;
• Reasonable handmade differences that do not affect normal use;
• The actual product not fully matching the customer’s personal imagination, subjective expectation, or photo impression;
• A package being returned because of an incorrect address, refusal of delivery, or failure to collect the package.

A product being unused does not automatically mean that 9Crave must accept a return.

Except where required by applicable law, products that have not been removed from their packaging, have not been used, and remain in complete packaging condition may only be considered for return in exceptional circumstances and only with prior written approval from 9Crave.

Please do not return any product without approval.

3. Products That Have Been Opened, Removed, or Used

For health and hygiene reasons, products are not eligible for return or exchange for personal reasons if any of the following applies:

• The product has been removed from its original packaging, inner bag, or protective packaging;
• The original packaging, inner bag, protective materials, accessory bags, labels, or securing straps have been clearly opened, damaged, lost, or replaced;
• The product has been used, tried, worn, or washed;
• The doll has been powdered, oiled, made up, cleaned, or otherwise treated;
• The product has been modified, repaired, disassembled, or installed;
• The product shows stains, color transfer, odor, scratches, tears, punctures, or human-caused damage;
• The product is no longer in a condition suitable for safe resale.

If a product is delivered with a sealed bag, tamper-evident sticker, protective film, label, or other single-use packaging, please do not remove or damage it until you are sure you wish to keep the product. Removing or damaging such packaging may affect return eligibility.

These restrictions do not apply when the product arrives with a confirmed manufacturing defect, shipping damage, incorrect item, or a material mismatch with the confirmed order configuration.

4. Packaging Condition Review

If a customer requests a return, 9Crave will review whether the product is still in an acceptable return condition based on the actual circumstances, including but not limited to:

• The condition of the outer carton, inner bag, protective packaging, and accessory bags;
• Whether the product has been removed or repackaged;
• Whether the product shows signs of use, washing, powdering, oiling, or other treatment;
• Whether there are stains, color transfer, odor, scratches, tears, or other damage;
• Whether accessories, manuals, gifts, and original packaging are complete;
• Photos, videos, and unboxing records provided by the customer;
• The inspection result after the product is received by the warehouse or after-sales team.

If the product condition cannot be verified, or if the product is no longer suitable for resale, the return request may be refused, or a reduction in value may be deducted from the refund where permitted by applicable law.

5. Custom-Made Products

Custom-made products include, but are not limited to, products made or configured according to the customer’s selected options, such as:

• Head and body combinations;
• Skin tone, hairstyle, eye color, or makeup;
• Implanted hair, open-mouth head options, or other special head configurations;
• Gel breasts, gel buttocks, and other touch upgrades;
• Skeleton, mechanical fingers, standing function, and other structural upgrades;
• Heating, touch sound, simulated sucking, and other added functions;
• Any other configuration made, adjusted, or modified according to the customer’s request.

Once custom production has started, custom-made products cannot be cancelled, returned, or exchanged because of change of mind, incorrect option selection, personal preference, or subjective expectations.

If a custom-made product arrives with any of the following issues, 9Crave will provide an appropriate resolution under this policy:

• The actual configuration is materially different from the confirmed order;
• The wrong head, body, or other major component was received;
• The product has a confirmed manufacturing defect;
• The product was seriously damaged during shipping;
• A paid major custom function is missing or not working properly.

6. Inspection After Delivery and Reporting Issues

Please inspect the outer packaging and product condition as soon as possible after delivery.

We strongly recommend recording a complete and continuous unboxing video and checking the carton, crate, shipping label, and any external damage before removing the packaging.

If you notice shipping damage, an incorrect product, missing parts, or an obvious manufacturing issue, please contact us within 48 hours of delivery whenever possible and provide:

• Your order number;
• A detailed description of the issue;
• Photos of the full outer packaging;
• Photos of the shipping label;
• An unboxing video;
• Clear photos or videos showing the issue;
• Any other information reasonably requested by our support team.

Please keep the product, carton, protective materials, accessories, and all packaging until the issue has been reviewed.

The 48-hour reporting period is mainly intended to help investigate shipping damage promptly. It does not exclude any mandatory consumer rights that cannot be limited by applicable law.

7. Conditions Not Usually Considered Defects

The following conditions are usually not considered manufacturing defects:

• Slight material odor from TPE or silicone;
• Minor handmade differences in coloring, makeup, or texture;
• Reasonable color differences caused by lighting, screen display, or camera angle;
• Slight mold lines, seams, or handmade marks that do not affect normal use;
• Reasonable production variation in size or weight;
• Minor pressure marks caused by transportation that can recover after normal placement;
• Color transfer caused by dark clothing, denim, or other materials;
• Damage caused by improper moving, pulling, bending, or posing;
• Scratches, punctures, or tears caused by sharp objects, fingernails, jewelry, or improper use;
• Damage caused by failure to follow care instructions for cleaning, powdering, or storage;
• Normal wear and tear from long-term use;
• Problems caused by customer modification, disassembly, or repair.

If a difference seriously affects normal use, or if the product is materially inconsistent with the confirmed order, we will review the issue again based on the available evidence.

8. Resolutions for Product Issues

After receiving complete evidence, 9Crave will review the issue with the relevant manufacturer, warehouse, or carrier.

Depending on the nature, severity, repairability, and cost of the issue, we may provide one or more of the following solutions:

• Usage guidance or remote technical support;
• Free repair tools or materials;
• Replacement of missing accessories;
• Replacement of electronic parts or functional components;
• Replacement of the head, body, or other replaceable components;
• A reasonable partial refund;
• Remaking the affected part or product;
• A full refund if the issue is serious and cannot be reasonably repaired or replaced.

Because adult dolls are large and heavy, product issues are usually handled first through repair, replacement parts, component replacement, or remaking the affected part. 9Crave will not automatically require the customer to ship the entire doll internationally.

The final solution will depend on the specific issue and will comply with any mandatory consumer rights that cannot be excluded under applicable law.

9. Return Authorization and Return Address

Before sending any product back, the customer must first obtain written return approval and return instructions from 9Crave.

Please do not:

• Send the product back to the original shipping address;
• Send the product to the sender shown on the shipping label;
• Send the product to a manufacturer or warehouse without approval;
• Choose an expensive shipping service and then request reimbursement from 9Crave;
• Return the product using cash-on-delivery or freight-collect service.

The address shown on the original package may not be a valid return address.

Unauthorized returns may be refused and may not be eligible for a refund.

10. Return Shipping and Related Costs

Returns for Personal Reasons or Voluntarily Approved Returns

If 9Crave approves a return where there is no confirmed product issue:

• The customer is responsible for all direct return shipping costs;
• The customer is responsible for return insurance, packaging, and any possible customs clearance costs;
• The product must be shipped using a trackable method suitable for heavy goods;
• The customer is responsible for loss or damage during return transportation;
• Where permitted by applicable law, original shipping costs, handling costs, payment processing fees, or loss in product value that have already been incurred and cannot be recovered may be deducted from the refund.

Adult dolls are heavy, and international return shipping costs may be very high. Customers should check and confirm the actual cost before returning any product.

The above rules apply to returns voluntarily approved by 9Crave and do not affect any mandatory consumer rights under local law.

Confirmed Product Issue or Incorrect Item

If the issue is confirmed to have been caused by 9Crave, the manufacturer, or the shipping warehouse, we will provide a reasonable resolution.

If the product must be returned, the return method and cost must be arranged or approved in writing by 9Crave in advance. Shipping costs incurred by the customer without prior approval may not be reimbursed.

11. Inspection and Refunds

After a returned product arrives at the approved return address, we will inspect the product and packaging condition.

Once a refund is approved, it will usually be submitted within 5–10 business days after inspection is completed.

Refunds will be issued to the original payment method whenever possible. Banks, PayPal, or other payment providers may require additional time to process and display the refund.

The refund amount will be based on the amount actually paid by the customer and may take into account:

• Coupons and promotional discounts used;
• Products that have or have not been returned;
• The handling of promotional gifts;
• Actual costs that may be deducted where permitted by applicable law;
• Any reduction in product value caused by customer handling.

If the refund is caused by a confirmed product defect, incorrect item, or an error caused by 9Crave, we will not deduct unreasonable costs caused by that issue.

12. Cryptocurrency Payment Refunds

Approved cryptocurrency refunds are calculated based on the actual US dollar value of the refundable part of the order, rather than the original quantity of cryptocurrency sent by the customer.

Before processing a refund, we will confirm with the customer:

• The cryptocurrency used for the refund;
• The blockchain network;
• The destination wallet address;
• The actual refund amount;
• Any necessary blockchain network fees.

The customer must provide a correct and compatible wallet address and network.

If the customer provides an incorrect address or incorrect network and the cryptocurrency refund cannot be recovered, 9Crave will not be responsible for the resulting loss.

13. Free Gifts and Doll Outfits

Free doll outfits or other promotional gifts obtained through cryptocurrency payment cannot be refunded separately or exchanged for cash apart from the qualifying main order.

If the main product is approved for a full refund:

• Gifts that have not yet been shipped may be cancelled;
• Gifts already received and still unopened and unused may need to be returned according to our support instructions;
• If the gift has been used, removed from packaging, opened, or not returned, its stated retail value may be deducted from the refund where permitted by applicable law.

If the gift and main doll are shipped separately, please contact us before returning the main product to confirm how the gift should be handled.

14. Statutory Consumer Rights

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded or limited under applicable law.

For orders subject to European Union consumer law, certain standard, non-customized products may be eligible for a 14-day statutory withdrawal right. Customers are usually responsible for direct return shipping costs where this has been clearly communicated in advance.

Products made to the customer’s specifications or clearly personalized products may not be eligible for the 14-day withdrawal right.

Sealed goods that are not suitable for return for health or hygiene reasons may also lose withdrawal eligibility after the customer has unsealed them after delivery.

If a product is defective, materially inconsistent with its description or agreement, incorrect, or supplied with a major configuration error, the customer’s mandatory legal rights are not limited by this policy.

The specific rights and remedies available will depend on the mandatory laws of the customer’s location.

15. Contact Us

For order cancellation, product issues, returns, exchanges, or refunds, please contact us through:

Email: support@9crave.com
WhatsApp: Chat with us on WhatsApp

Please include your order number and a clear description of the issue when contacting us.

We usually respond within 24 hours.