Return & Refund Policy

Ganova aims to handle refunds and returns clearly and fairly. Please review the rules below before requesting a cancellation, return, replacement, or compensation.

Pre-Shipment Refund

You may request a refund before your order has shipped. Ganova will review the order status first because local-warehouse items, customized products, and products already prepared for dispatch may move quickly.

  • Local warehouse products: please contact us within 12 working hours after placing the order. After this time, the product may be considered prepared or shipped by default.
  • Customized products: factory production may be arranged within 1 working day after order confirmation. Once production, customization, or special-option preparation has started, cancellation may be unavailable or related costs may be deducted.
  • Payment fees: PayPal orders can usually be refunded without an additional Ganova transaction fee. For other payment methods, a third-party payment processor may charge a transaction processing fee, which may be up to 10% of the total payment amount. This fee is charged by the payment platform, not Ganova.

To request a refund, contact sales@ganovadoll.com with your order number as soon as possible.

In-Transit Refund

If your order has already shipped, you may still contact us before the package is delivered. In most cases, the package must be refused on delivery or returned according to our instructions before a refund can be processed.

  • Please contact Ganova before the product arrives and follow the return or refusal instructions we provide.
  • Refunds are processed only after the package is safely returned and inspected.
  • The final refund amount may deduct incurred shipping fees, return shipping costs, customs duties, tariffs, local taxes, carrier handling fees, and payment processing fees where applicable.

After-Delivery Return

If you are not satisfied with an unused product after receiving it, contact us within 7 days of delivery. Because these products are intimate-use items, return eligibility depends on product condition, hygiene, packaging, and inspection results.

  • Record a clear video showing the complete packaging, labels, accessories, and the unused condition of the product.
  • Submit photos or videos for review before shipping anything back.
  • After approval, send the product to the return address provided by Ganova. Return shipping costs are normally paid by the customer unless the return is caused by our confirmed error.
  • Once the product is received and verified, the refund will be calculated after deducting applicable shipping, return shipping, tariff, tax, and processing costs.

Used, washed, modified, damaged, opened, or incomplete intimate-use products are not eligible for return unless there is a verified quality issue.

Product Quality Issues

Please inspect your package immediately after delivery. If you discover a defect during unboxing, contact us within 24 hours of receipt with clear photos and videos.

Minor damage may include issues such as small makeup wear, minor fingernail or eyebrow damage, slight surface marks, small skin cracks, or protruding fingers. After review, Ganova may provide repair guidance, replacement parts, partial compensation, or a partial refund depending on the issue.

Severe damage may include major skin damage, broken limbs, serious structural damage, or other confirmed material or manufacturing defects. If confirmed, Ganova may offer a replacement, full refund, or other suitable solution. Approved return shipping for confirmed severe defects will be handled by Ganova.

If major non-human-caused quality damage appears within 30 days of receipt, such as major skeleton failure or large material cracking caused by a verified product defect, Ganova will review the case and may provide partial or full compensation based on the evidence and severity.

Certain special functions, such as heating, electric movement, suction functions, or other electronic add-ons, may have separate warranty or support rules depending on the product and supplier.

Wrong Product, Missing Options, or Missing Accessories

If you receive a product that is clearly different from the confirmed order, or if paid options or accessories are missing, contact us within 24 hours of delivery.

  • Provide photos or videos of the full product, head, body, outer packaging, shipping label, accessories, and the issue you are reporting.
  • Keep the original packaging intact until Ganova confirms the solution.
  • If the main product is confirmed to be wrong, Ganova may arrange a replacement, cover approved return shipping, resend the correct product, or issue a refund where appropriate.
  • If a paid custom option or accessory is confirmed missing or incorrect, Ganova may resend the missing item, refund the option cost, provide store credit, or offer compensation based on the specific case.

Delayed Delivery Compensation

If delivery is seriously delayed beyond the normal estimated timeframe due to factors within Ganova or supplier control, contact us so we can investigate the order status, carrier records, warehouse status, and production progress.

If delivery exceeds 60 working days after the confirmed order timeline without a valid exception, Ganova may offer a refund, replacement arrangement, store credit, or other compensation depending on the case.

The following situations may be excluded from delay compensation:

  • Products with special functions, custom requirements, implanted hair, complex makeup, special materials, or other options that extend production time.
  • Factory holidays, public holidays, production scheduling changes, customs inspection, carrier disruptions, severe weather, force majeure, or destination-country delays.
  • Orders waiting for customer confirmation, additional payment, missing information, address correction, or customs documents.
  • Packages delayed, returned, abandoned, or lost because the recipient failed to clear customs, provide required information, answer courier contact attempts, or collect the package.

How to Contact Us

For any refund, return, damage, wrong-item, missing-accessory, or delayed-delivery request, email sales@ganovadoll.com.

Please include your order number, name, email address, delivery date, a clear description of the issue, and photos or videos when applicable. Ganova may request additional information before confirming a solution.