Haptelle is committed to product quality and customer satisfaction. Because our products are intimate personal items, all return and refund requests are handled with care and according to the conditions below.
Eligible Issues
- You may contact us for support if:
- The item arrives damaged during shipping.
- The product has a confirmed manufacturing defect.
- You receive the wrong model, color, or configuration.
- The item does not match your confirmed order details.
To help us review your case, please contact us as soon as possible and no later than 48 hours after delivery, with your order number and clear photos or videos of the issue, product, packaging, and shipping label.
Non-Returnable Items
For hygiene, safety, and product condition reasons, we generally do not accept returns for:
- Products that have been used, washed, altered, or damaged after delivery.
- Products damaged by improper handling, storage, cleaning, or misuse.
- Customized or made-to-order products, unless there is a confirmed quality issue.
- Sale items, gifts, or gift cards.
- Items returned without prior written approval.
- Buyer’s remorse, change of preference, or dissatisfaction unrelated to a confirmed defect.
Minor Variations and Handmade Details
Haptelle dolls are partly handmade products. Small variations in color, texture, makeup, eyelashes, fingernails, toenails, surface marks, or finishing details may occur and are not automatically considered defects unless they materially affect product function or significantly differ from the confirmed order.
Minor Shipping-Related Damage
Minor damage caused by shipping, such as light surface scuffs or a slightly bent neck, is usually easy to repair. Haptelle can provide support and repair guidance when needed, and customers may make reasonable repair attempts according to our instructions.
Resolution Options
After review and approval, Haptelle may offer one or more of the following solutions depending on the situation: repair guidance, replacement parts, repair service, partial refund, replacement item, or refund.
Order Cancellations
Orders may be cancelled before production or fulfillment begins. Once an order has entered production, customization, packaging, or shipment preparation, cancellation may no longer be possible or may be subject to applicable costs.
Return Shipping Costs
Original shipping fees are generally non-refundable unless the issue is caused by our error or a confirmed product defect.
Return shipping costs may apply unless otherwise approved by our support team.
Return Process
To request a refund, return, or damage claim:
- Contact our support team with your order number
- Provide detailed photos/videos of the issue
- Wait for approval and return instructions
- Ship the product only after authorization
- Refunds or replacements will be processed after inspection
Unauthorized returns may not be accepted.
Unauthorized Returns
Please do not send any product back without written approval and return instructions from Haptelle. Unauthorized returns may be refused and may not be eligible for refund, replacement, or repair.
Contact Us
If you need help with a return, refund, or replacement, please contact:
Email: support@haptelle.com
