Returns & Refunds policy
Introduction
Sponne is committed to ensuring your complete satisfaction with every purchase. However, we understand that certain situations may require order modifications or refund requests. That is why we have established clear and flexible cancellation and refund policies to better support you in managing your orders.
All Sponne dolls are made from high-quality silicone and undergo strict quality control checks carried out by our professional team, ensuring a consistently high standard of excellence. The conditions below outline the terms applicable to returns and refunds.
If you have any questions or encounter any issues during your experience with Sponne, our team remains fully available to assist you. We are committed to providing fast and efficient support.
Our customer service is available 24/7, Monday to Sunday.
Refunds
Customers may return unopened and unused Sponne products within 15 days from the date of purchase. In this case, shipping and transaction fees are the responsibility of the customer.
Please note that the return period expires 15 days after the date on which you, or a third party other than the designated carrier, take physical possession of the product.
Return Processing Time
Credit/Debit Card: 6 to 10 business days
PayPal: 7 business days
Klarna: 7 business days
Once Sponne has received the returned item and confirmed that it meets the eligibility criteria for a refund, we will proceed with the refund or explore other suitable solutions to resolve the situation.
Refunds will be issued using the same payment method used for the original purchase.
To initiate a return or refund request, please contact our customer service at hello@sponne.com to confirm the procedure.
Important: Any return or refund request that has not been previously approved by our customer service will not be processed.
Order Issue Resolution
We are committed to resolving any issues you may encounter with your order. Here is how we can assist you in the following situations:
Incorrect dolls:
If the doll received does not match your order, please send us an unboxing video clearly showing the doll, its head, the shipping label, and the packaging. After verification, we will send you a replacement doll.
Lost parcels:
If your parcel is lost during transit, please file a claim with the carrier and inform us immediately. To ensure secure delivery, an adult signature is required for most shipments; please take this into account when tracking your order.
Quality issues:
If you notice a quality issue upon opening your parcel, we recommend initiating the return process within 24 hours. To help process your request, we strongly advise providing photos or a video of the outer packaging upon receipt as well as the unboxing. These materials are required to complete the claim process.
Please note that all our products are handmade, and minor imperfections are not considered defects. If you notice slight variations, our customer service team remains available to assist you and provide an appropriate solution.
In-Stock Sex Doll Order Cancellations
To cancel an order, customers must complete a cancellation form. Our customer service team will guide you through the process to ensure a smooth and efficient experience.
24-hour dispatch: Items in stock are generally shipped within 24 hours of purchase. If you cancel your order within this 24-hour period, Sponne guarantees a 95% refund of the total order amount.
Please note:
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A 5% fee will be deducted to cover banking transaction costs and online payment platform fees.
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Once the order has been shipped from our warehouse, cancellations can no longer be accepted.
Customized Sex Doll Order Cancellation
Custom sex dolls are generally manufactured and shipped within one week. Customers may cancel their order under the following conditions:
Within 12 hours of purchase:
Sponne guarantees a 95% refund of the total order amount.
Please note that a 5% fee will be deducted to cover banking charges and online payment processing costs.
Within 24 hours of purchase:
Depending on the stage of production, Sponne will issue an 80% refund of the total order amount.
After this period, cancellation may no longer be possible due to the progress of production.
At Sponne, production begins immediately after order confirmation to ensure fast delivery times.
Please note that orders cannot be cancelled once production has started.
Restocking Fees and Return Shipping Costs
Restocking fees:
Restocking fees may apply to products returned after delivery. These fees are calculated as a percentage of the total product price, depending on the item and the reason for the return.
Shipping costs:
If the return is not due to a quality issue, the shipping costs for sending the product back to our warehouse or factory are the responsibility of the customer. These fees cover the cost of returning the item.
At Sponne, customer satisfaction is a priority. We do everything possible to meet your expectations and support you throughout the process. If you have any questions or concerns regarding our return policy, our customer service team remains available to assist you.