Refund and Return Policy

Dr.YUU highly values product quality and our customers' shopping experience. We conduct strict quality inspections before products leave the factory and are shipped from our overseas warehouses. To protect the health and rights of all customers, and in compliance with consumer protection and hygiene regulations in Europe and other regions, we have established the following refund and return policy.

[Compliance & Safety Statement]
As a responsible avant-garde brand, we hold firm to the following bottom lines:
▪🔞The content of this site is strictly restricted to adult users only (18+).
▪🔞All characters displayed and depicted on this site are purely fictional and are 18 years of age or older.
▪ We don't ship to Islamic countries, like Afghanistan, Pakistan,Jordan, Libya, Kosovo, Iraq etc..

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). If you need to cancel, please notify us as soon as possible with a clear statement via our official email (service@dryuu.com). Once successfully canceled, you will receive a full refund.

· Restriction After Shipment:
Please note that once the parcel is dispatched from our local or Chinese warehouse (i.e., the system has generated and sent you a tracking number), the order cannot be canceled. You will need to follow our "Return Process" after receiving the parcel.

Section 2 - Return Policy

· Right of Withdrawal:By law, you have the right to return goods within 14 days of receipt without providing a reason.

⚠️ Core Hygiene Exception (Extremely Important):
As these are intimate adult products, to protect the health of all consumers, we only accept 14-day no-reason returns if the original factory plastic seal or anti-counterfeit sticker is intact and the product is unused. Once the seal is broken, it cannot be resold for hygiene reasons, and we will not accept the return. This hygiene exception is prominently stated in this policy, and you have acknowledged it prior to purchase.

· Return Shipping Costs & Restocking Fee:
For returns caused by personal reasons (e.g., wrong purchase, changed mind without unsealing), the buyer (customer) is responsible for the return shipping costs to our warehouse. We promise: No restocking fee will be charged for eligible returns.

· Final Sale:
Custom products marked as "Clearance" or "Final Sale," or items given as gifts, are not eligible for the 14-day no-reason return policy once sold, unless there is a manufacturing defect.

· Refused Deliveries & Undeliverable Parcels:Please ensure your shipping address and phone number are accurate at checkout. If a parcel is returned to us because:

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 local tariffs (if applicable) within the courier's deadline.

We will deduct the actual return shipping cost from the refund (if the consumer has paid for outbound shipping, that portion is non-refundable). Given that some of our products (such as mid-to-large-sized Realistic Love Dolls) are bulky and heavy, this deduction may be relatively high, and we appreciate your understanding.

Section 3 - Return Process

Before returning any parcel, you must first contact our customer service team via email (service@dryuu.com) to confirm your return eligibility. Upon confirmation, customer service will provide you with the return address of the nearest local warehouse (or other applicable warehouse).

⚠️ Important Note:
Please DO NOT return the parcel directly to the address on the original shipping label. Any parcel returned privately without authorization and an RMA (Return Merchandise Authorization) code from our customer service email (service@dryuu.com) will be rejected, and any resulting parcel loss or extra fees will be borne by the customer.


Section 4 - Defective or Damaged Products

If you find manufacturing defects, functional failures, or physical damage caused by transportation upon first receiving and unboxing the parcel, please do not worry; we will provide comprehensive after-sales support.

· Reporting Timeframe:
Please contact us as soon as possible after discovering the defect, ideally within 14 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.

· Solution:
Once our technical team confirms the issue, we will arrange a free replacement of a brand-new product (or accessory) or provide a full refund.
All return/replacement shipping costs for such quality issues will be fully borne by Dr.YUU.

Section 5 - Refund Process

· Refund Processing & Inspection:
For returned parcels, we will process your refund within 3–5 business days after our warehouse physically receives and inspects the product (to ensure it is unopened/undamaged). "Receives" refers to the date the logistics system shows it was signed for by our return warehouse.
If the inspection is not completed within 3 business days after signing, we will issue a refund notice first to protect your rights.

·Refund Notification: 
Upon receiving your return, we will email you a notification of receipt and inspection results, informing you whether your refund request has been approved.

· Refund Method:
Approved refunds will be credited back to your original payment method (Credit Card, PayPal, or original account).

· Refund Arrival Time:
Depending on your issuing bank or payment institution, it may take an additional 3–7 business days for the funds to actually post.

· Late or Missing Refunds:If you have not received your funds after receiving our refund confirmation email:

1. First, please carefully check your bank or payment account again.

2. Contact your credit card company or bank. There is often some internal processing time before a refund is officially posted.

3. If you have done all of this and still have not received your refund, please email us at service@dryuu.com, and we will assist you in following up.


Customer Service Contact

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

· Company Name: HUANQU TECH INTERNATIONAL LIMITED.

· Brand Name: Dr.YUU

· Customer Service Email: service@dryuu.com

· Customer Service Response Time: Within 24 hours on business days; within 48 hours on weekends and holidays.

· Company Registered Address: RM D,13/F, SUN FAI COMMCENTRE, 576 RECLAMATION ST,MONG KOKHONG KONG

Note: This is a registered address only and does not accept any return parcels. Please be sure to contact customer service for the authorized warehouse address before returning.