Refund and Return Policy

Policy Overview

Dr.YUU values product quality and our customers' shopping experience. We conduct strict quality inspections before products leave the factory and before they are shipped from our warehouses. To protect the health and rights of all customers and to comply with applicable consumer protection and hygiene requirements, we have established the following refund and return policy.

Compliance & Safety

As a responsible brand, we hold firm to the following requirements:

• The content of this site is strictly restricted to adult users only (18+).
• All characters displayed or depicted on this site are entirely fictional and are 18 years of age or older.

Current Delivery Restrictions

US Delivery Restrictions

US & Canada Shipping

Canada delivery is available for selected products only. A product is eligible only when its product page clearly states that delivery to Canada is supported. Every item in an order must be eligible for Canada delivery; checkout will not complete an order for a Canadian address if any item is not eligible. If an ineligible order is created because of a system error, we may cancel the order or the unavailable item and refund the amount paid for it.

For eligible addresses in the contiguous United States, orders are typically processed within 1-2 business days, excluding weekends and carrier-observed holidays. US local warehouse delivery is estimated at 3-10 business days after dispatch for eligible in-stock products. Processing time is separate from transit time.

The United States does not impose a federal Value Added Tax (VAT). Applicable state and local sales taxes are calculated and displayed at checkout where required. For orders shipped from our US local warehouse, additional import customs fees are normally not expected. Any carrier or customs charge not collected at checkout remains the recipient's responsibility.

Section 1 - Order Cancellation

Cancellation Before Shipment

We accept order cancellations for any reason before the order is shipped or before the product enters the custom production process. To cancel an order, contact us as soon as possible through our official email at service@dryuu.com. Once the cancellation is confirmed, you will receive a full refund.

Restriction After Shipment

Once the parcel has been dispatched from our warehouse and a tracking number has been issued, the order cannot be canceled. If you no longer want the order, follow the Return Process after receiving the parcel.

Restricted Destination Cancellation

If we cannot fulfill an order because the shipping address is located in a restricted destination, uses an unsupported address type, or includes a product that is not eligible for delivery to Canada, we may cancel the order or the unavailable item. Any amount paid for the unavailable shipment or item will be refunded in full.

Section 2 - Return Policy

Statutory Rights

Where applicable law grants you a right of withdrawal or another statutory return right, those rights are not affected by this policy.

Voluntary Returns

For voluntary returns not required by law, Dr.YUU accepts return requests submitted within 14 calendar days of delivery when the product is unused and the original factory plastic seal or anti-counterfeit sticker remains intact.

Hygiene Exception

Because these are intimate adult products, we cannot accept a return for hygiene reasons once the original factory seal or anti-counterfeit sticker has been broken, unless the item is defective, damaged, or not the item ordered. This restriction does not limit any rights you have under applicable consumer law.

Return Shipping Costs and Restocking Fee

For returns made for personal reasons, including a change of mind or an accidental purchase, the customer is responsible for the return shipping cost. We do not charge a restocking fee for eligible returns.

For orders shipped to the United States or Canada, the responsibility rules are as follows:

1. If you receive a defective, damaged, or incorrect item, Dr.YUU will cover the applicable return shipping cost or provide an appropriate replacement or refund.
2. If you request a return for personal reasons, the customer is responsible for the applicable return shipping cost.
3. If delivery fails because of an incorrect or incomplete address, refusal to accept delivery, failure to collect the parcel, or failure to cooperate with customs within the carrier's deadline, the customer is responsible for the actual return, reshipping, or disposal cost.
4. If our system or the logistics company caused the delivery failure, we will correct the issue and reship the item free of charge.

For bulky or heavy products, including mid-to-large-sized realistic love dolls, the actual return or reshipping cost may be relatively high. We will explain the applicable cost before you authorize a personal return.

Final Sale

Custom products, items marked "Clearance" or "Final Sale," and items given as gifts are not eligible for voluntary returns once sold, unless the item has a manufacturing defect or is otherwise covered by applicable consumer law.

Refused Deliveries and Undeliverable Parcels

Please ensure that your shipping address and phone number are accurate at checkout. If a parcel is returned to us because of any of the following reasons, the customer is responsible for the actual return shipping cost and any non-refundable outbound shipping charge:

1. The customer refuses the parcel without a valid reason.
2. The shipping address provided is incorrect or incomplete.
3. The customer fails to cooperate with customs clearance or pay applicable local tariffs within the courier's deadline.

Section 3 - Return Process

Before returning any parcel, you must contact our customer service team by email at service@dryuu.com to confirm your return eligibility. After confirmation, customer service will provide the return address of the nearest authorized warehouse or another applicable return location.

Important Note

Section 4 - Defective or Damaged Products

If you find a manufacturing defect, functional failure, or physical damage caused during transportation when you first receive and unbox the parcel, we will provide after-sales support.

Reporting Timeframe

Contact us as soon as possible after discovering the issue and, where feasible, within 14 calendar days of receiving the parcel.

Required Proof

Please send your order number, a detailed description of the issue, and clear pictures or videos of the product to service@dryuu.com.

Resolution

After our technical team confirms the issue, we will arrange a free replacement of a new product or accessory or provide a full refund. All return or replacement shipping costs for qualifying quality issues will be borne by Dr.YUU.

Section 5 - Refund Process

Refund Processing and Inspection

For returned parcels, we will process the refund within 3-5 business days after our warehouse physically receives and inspects the product to confirm that it is unopened or undamaged. The receipt date is the date the logistics system shows that the return warehouse signed for the parcel.

If inspection is not completed within 3 business days after signing, we will issue a refund notice first to protect your rights.

Refund Notification

After receiving your return, we will email you a notification of receipt and the inspection result, informing you whether your refund request has been approved.

Refund Method

Approved refunds will be credited back to the original payment method, such as a credit card, PayPal, or the original account used for payment.

Refund Arrival Time

Depending on your issuing bank or payment institution, it may take an additional 3-7 business days for the funds to post.

Late or Missing Refunds

If you have not received the funds after receiving our refund confirmation email:

1. Check your bank or payment account again.
2. Contact your credit card company or bank, as internal processing time may be required before a refund is officially posted.
3. If you have completed these steps and still have not received your refund, email us at service@dryuu.com, and we will help you follow up.

Customer Service Contact

For questions about our refund and return policy, contact us through the following methods:

• Company Name HUANQU TECH INTERNATIONAL LIMITED
• Brand Name Dr.YUU
• Customer Service service@dryuu.com
• Response Time Within 24 hours on business days; within 48 hours on weekends and holidays.
• Registered Address
  RM D, 13/F, SUN FAI COMM CENTRE, 576 RECLAMATION ST, MONG KOK, HONG KONG

This is a registered address only and does not accept return parcels. Contact customer service for the authorized warehouse address before returning an item.