Return Policy

Thank you for choosing CastrolLube.
We understand that dolls are highly personal items, and the feel, size, or overall impression may differ from expectations after receiving the actual product. To make the return process more transparent and more predictable, and to protect the legitimate rights of both parties, we have established the following return policy.

Please read the following terms carefully before applying for a return.

1. Return Eligibility Period

  • You may submit a return request to CastrolLube within 14 days from the date you actually receive the goods.
  • The return request time is based on the time we receive your email or system submission.
  • Orders exceeding 14 days will not be accepted for return.

2. Basic Requirements for Returned Goods

The goods applying for return must meet the following conditions simultaneously:

  • The goods have not been used, washed, or artificially damaged.
  • The goods remain in their original condition as sold and do not affect resale.
  • The goods, their accessories, labels, and packaging (if applicable) remain intact.
  • The goods do not show any noticeable odors, stains, or compression-induced deformation.

If the goods do not meet the above conditions, the return may be rejected or the refund amount reduced.

3. Specific Circumstances Under Which Returns Are Accepted

Subject to meeting the return period and product condition requirements, returns may be requested under the following circumstances:

  • Changing your mind after receiving the product
  • The product size or style does not meet your personal expectations.
  • Minor issues occurred during transportation (not affecting the integrity of the product, but you wish to return it)
  • Product quality issues caused by non-human factors

4. Circumstances Under Which Returns Are Not Supported

The following situations are generally not eligible for return:

  • Orders exceeding the 14-day return period
  • The product has been used, washed, significantly damaged, or cannot be restored to its original condition.
  • Damage caused by improper personal use
  • Customized products or products clearly marked as "non-returnable" on the product page.
  • Returns due to incorrect address information or refusal to accept the package
  • Packages returned without prior confirmation.

5. Return Application Process (Please get in touch with us first)

To ensure smooth processing of your return, please follow these steps:

1️⃣ Submit a return request

Please get in touch with us via the following email address:
📧 castrollube@hotmail.com

2️⃣ Please provide the following information in your email:

  • Order number
  • Name or email address used when placing the order
  • A brief description of the reason for the return
  • Photos of the entire product and details (if involving quality or transportation issues)

3️⃣ Wait for the review result

  • We will respond to your application within 1-3 business days.
  • For eligible orders, you will receive the return address and essential notes.

Products returned without prior confirmation may not be identifiable or processed. Please get in touch with us in advance.

6. Return Shipping and Fees

✔ Returns due to CastrolLube's fault

(e.g., product quality issues, incorrect item shipped)

  • CastrolLube will bear return shipping costs.
  • The specific return method will be explained to the customer via email.

✔ Returns due to personal reasons

(e.g., change of mind)

  • The customer must bear return shipping costs.
  • Original shipping costs (if applicable) are usually non-refundable.

7. Refund Processing Instructions

  • Once we receive and inspect the returned goods, we will initiate the refund process.
  • The refund will be returned to the original payment account.
  • The refund processing time is usually 5-10 business days.
  • The actual time for funds to arrive depends on the payment platform or the bank's processing speed.

8. Special Circumstances

  • If the returned goods are damaged during transportation due to improper packaging, the refund may be affected.
  • If the condition of the goods does not match the description in the return request, we reserve the right to adjust or refuse the refund.
  • If the order contains multiple items and only some items are returned, the refund amount will be calculated based on the actual returned items.

9. Our Stance

CastrolLube respects every purchase decision and understands that returning goods is not an easy choice.
We cannot promise that all returns will be accepted, but we promise: transparent rules, clear communication, and a processing process that is as restrained and reasonable as possible.

If you have any questions about our return policy, please feel free to contact us.