Return and Exchange Policy

Below is a comprehensive Return & Exchange Policy for Cloveray’s online doll store.

1. Overview

At Cloveray, your satisfaction is our top priority. If you are unhappy with your purchase, you may return or exchange eligible items under the terms outlined below.

2. Eligibility

Timeframe: Returns or exchanges must be initiated within 14 calendar days of the delivery date.
Condition: Dolls and accessories must be unused, unassembled (if applicable), and returned in their original packaging, including all tags, boxes, documentation, and any gifts.
Proof of Purchase: All returns or exchanges require a valid order number or packing slip.

3. Non-Returnable Items

Final-Sale / Limited-Edition: Customized dolls, pre-orders, or items explicitly marked “Final Sale” are not eligible for return or exchange unless defective.
Opened Accessories: Small accessories (e.g., stands, decals, extra outfits) that have been unsealed or used cannot be returned.

4. Return Process

Submit Request

Email info@cloveray.com or contact us online with your order number and reason for return.
Click Request Return/Exchange next to the relevant order and complete the form.

Receive Authorization

You will receive an email with a Return Authorization (RA) number and instructions for shipping.

Ship Item Back

Pack the item securely in its original box, clearly mark the RA number on the outside, and ship to the address provided.
Return shipping costs are the customer’s responsibility, except where noted below.

5. Exchanges

Defective or Incorrect Items

If you received a damaged, defective, or incorrect item, email photos and your order details to info@cloveray.com within 7 days of delivery.
Once approved, we will ship a replacement of equal value at no additional cost and cover return shipping.

Size/Style Swaps

To exchange for a different model, size, or style (in stock), please follow the standard return process and place a new order for your preferred item.

6. Refunds

Processing

Once we receive and inspect your return (usually within 3–5 business days), we will notify you of approval or rejection.

Method

Approved refunds will be credited to the original payment method within 7–10 business days.

Restocking Fee

A restocking fee may apply to returns not involving defects or Cloveray errors.

7. Return Shipping Costs

Customer-Initiated Returns

Customers are responsible for shipping costs when returning items for reasons other than defects.

Cloveray-Covered Returns

For defective, damaged, or incorrect shipments, Cloveray covers the cost of return shipping.

8. Important Notes

International Duties & Taxes

Refunds will not include any import duties or taxes paid to your country; you may consult your local customs office for reclaim procedures.

Restocking Eligibility

Items must arrive back in saleable condition; returns that are damaged, missing parts, or show signs of wear may be refused or subject to additional fees.

9. Contact Us

If you have any questions or need assistance with a return or exchange, please reach out:

Email: info@cloveray.com

Business Hours: Mon–Sun, 9:00 AM–6:00 PM (CST)

Thank you for shopping with Cloveray. We appreciate your business and strive to make every transaction smooth and satisfactory!