Refund and Returns Policy

Before You Request a Return or Refund

This is not a no-questions-asked return policy. Eligibility depends on the order stage, product type, customization, condition, reported issue, available evidence, and any mandatory consumer rights that apply.

Contact Ganova before sending any product back. Email sales@ganovadoll.com with your order number and a clear description of the request.

Do not return an item to a manufacturer, factory, carrier, or any address not supplied by Ganova.
Keep the outer carton, shipping label, internal packaging, accessories, manuals, and all product parts until the case is resolved.
For visible damage, an incorrect item, or missing parts, document the condition before assembly, cleaning, customization, repair, or use.

Nothing in this policy excludes or limits mandatory consumer rights that cannot lawfully be excluded. The Terms & Conditions also apply to the order.

Cancellation Before Shipment

Submit a cancellation request as soon as possible. A request is not confirmed until Ganova accepts it in writing.

In-stock orders: cancellation is generally possible before warehouse processing, labeling, or carrier handoff, but cannot be guaranteed once fulfillment begins.
Customized or made-to-order products: production may begin soon after order confirmation. If materials, labor, customization, supplier, or other non-recoverable costs have already been incurred, cancellation may be unavailable or the actual non-recoverable amount may be deducted where legally permitted.
Approved discretionary cancellation: Ganova will explain any material deduction, including an applicable third-party PayPal fee, before completing the cancellation.

Contact sales@ganovadoll.com immediately; editing an account or sending a message does not by itself stop production or shipment.

Orders Already in Transit

Once an order has been handed to a carrier, it normally cannot be cancelled as if it had not shipped. Contact Ganova before delivery for case-specific instructions. Do not refuse delivery unless Ganova or the carrier instructs you to do so.

If an in-transit cancellation or return is approved for a customer-requested reason, actual outbound shipping, return shipping, customs, carrier, storage, rerouting, or other non-recoverable charges may be deducted where legally permitted. These deductions do not apply when Ganova confirms that the remedy is required because of its error or where applicable law requires reimbursement.

Tracking delay alone does not automatically establish that a parcel is lost. Delivery investigations and remedies are handled together with the Shipping & Delivery Policy.

Change-of-Mind Returns

For an eligible standard product, request return authorization within 7 calendar days after delivery. Acceptance is subject to review and inspection and is not automatic.

The product must be unused, unwashed, unmodified, complete, and in its original sealed protective packaging.
Because of health and hygiene requirements, an opened or used intimate-use product is generally not eligible for a change-of-mind return.
A customized, made-to-order, engraved, personalized, clearance, or final-sale product is generally not returnable for change of mind.
An unauthorized return may be refused or sent back at the sender's cost.

If applicable law grants a longer non-waivable withdrawal period or does not permit a stated exception, that law takes priority. Where a lawful hygiene or clearly personalized-goods exception applies, the change-of-mind right may not apply.

Damaged, Defective, Incorrect or Missing Items

Inspect the parcel promptly and report a problem as soon as possible, preferably within 48 hours of delivery. This preferred reporting time helps preserve evidence and carrier claims; it does not remove a mandatory legal right.

After reviewing the order and evidence, Ganova may offer troubleshooting or repair guidance, a replacement part, correction of an option, replacement of the product, a partial refund, or a full refund, depending on the nature and severity of the confirmed issue and applicable law.

A fixed compensation amount is not promised. Damage caused by misuse, unsuitable lubricant or cleaner, improper assembly, accidental impact, unauthorized modification, poor storage, or normal wear is not a manufacturing or shipping defect.

Report the issue to sales@ganovadoll.com before discarding packaging, attempting a repair, or returning anything.

Evidence and Claim Review

To help Ganova verify a claim with the factory, warehouse, carrier, or insurer, provide the evidence reasonably relevant to the issue:

order number and a clear description of what happened;
photos of the unopened outer carton, shipping label, and any visible carton damage;
photos or video of the internal packaging, complete product, affected area, accessories, and selected option when relevant; and
tracking information or carrier documents for a delivery issue.

Preserve the product and packaging while the review is open. Do not dispose of, materially alter, repair, clean, or continue using an affected item unless Ganova confirms that doing so will not affect the review.

Support photos and videos may contain sensitive information. Remove unnecessary faces, documents, addresses, other people, and private background details where possible. See the Privacy Policy for how Ganova handles support material.

Return Authorization, Shipping and Inspection

Authorization: use only the return address, carrier, packaging method, and instructions Ganova provides. A return address may differ from the sender or factory address.
Confirmed Ganova error: where Ganova confirms that an item is materially defective, damaged in transit, incorrect, or incomplete, Ganova will provide an appropriate remedy and cover reasonable approved return shipping when a return is required.
Approved change-of-mind return: the customer is responsible for tracked return shipping, insurance, customs, and carrier charges unless applicable law requires otherwise.
Inspection: Ganova may verify identity, configuration, completeness, packaging, hygiene, damage, use, and the reported issue after the return arrives.
Reduced value: missing parts, damage, use, contamination, modification, or packaging loss may reduce or prevent a refund where legally permitted.

Do not send a return without written authorization. Ganova is not responsible for a product sent to an unapproved address or by an unapproved method.

Refund Amount and PayPal Processing Fees

When a refund is approved, Ganova will provide the applicable refund amount or breakdown. Depending on the reason, order stage, product condition, and applicable law, the calculation may account for approved non-recoverable production costs, shipping, return shipping, customs, carrier charges, currency conversion, diminished value, or third-party payment costs.

PayPal third-party fee: for an approved discretionary cancellation or change-of-mind refund on an order paid through PayPal, Ganova may deduct the actual PayPal payment-processing fee that PayPal charged for the original transaction and did not return to Ganova. This is a third-party PayPal charge, not an added Ganova refund fee.

No fixed percentage is promised or automatically applied. The amount depends on the original PayPal transaction and will not exceed the actual non-returned PayPal processing cost. Ganova can provide the refund breakdown on request.

The PayPal deduction does not apply to a remedy for a confirmed Ganova error, materially defective or damaged goods, an incorrect or missing item, or any situation where applicable law requires a full refund without that deduction.

Ganova will not add an undisclosed cancellation or refund fee.

Refund Method and Timing

When a refund is approved and any required return or inspection condition has been completed, Ganova will initiate the refund to the original payment method where reasonably possible. If that method is unavailable, Ganova will discuss an appropriate alternative.

The time for a credit to appear depends on PayPal, another payment provider, the card issuer, the receiving bank, currency conversion, and local processing. A provider posting delay is outside Ganova's direct control after the refund has been submitted.

If a refund appears delayed after Ganova confirms submission, first check the original payment account and provider, then email sales@ganovadoll.com with the order number and refund details.

Non-Returnable and Non-Refundable Situations

Subject to mandatory consumer rights, Ganova may refuse a change-of-mind return or reduce a refund when:

an intimate-use product has been opened, used, washed, contaminated, or removed from sealed protective packaging;
a customized, made-to-order, engraved, or personalized product has entered production or cannot reasonably be resold;
the product is incomplete, modified, damaged after delivery, or missing original parts or packaging;
damage results from misuse, unsuitable care products, improper assembly, accidental impact, unauthorized repair, poor storage, or normal wear;
the return was not authorized or was sent to the wrong address; or
a clearance or final-sale item was clearly identified as such before purchase.

These restrictions do not remove remedies for a confirmed manufacturing defect, delivery damage, incorrect item, missing item, or other right that applicable law makes mandatory.