Return & refund policy
At Bigshocked, we are committed to providing high-quality products and excellent customer service. To ensure transparency and a smooth shopping experience, please read the following return and warranty policy carefully.
1.Return and Exchange Policy
1.1 Situations where returns and exchanges are not supported
Due to the special nature of the product and hygiene and safety considerations, returns and exchanges are not accepted in the following situations:
① Used or unpacked products: Any product that has been used, unpacked, or removed from the original packaging.
② Non-quality issues: Minor appearance defects (such as surface scratches or packaging damage caused during transportation) that do not affect normal use.
③ Customer personal preferences: Return and exchange requests due to personal preferences (such as size, appearance, material hardness and softness that do not meet expectations).
If you have any further questions, please be sure to contact us by email: contact@bigshocked.com
1.2 Acceptable Returns and Exchanges If the product you received has the following verified quality issues, please contact customer support within 48 hours after signing for it and provide a complete unboxing video and clear photos for processing:
① Serious structural defects: such as broken head and body connection, exposed skeleton.
② Electronic function failure: such as heating system or voice system cannot work or charge properly.
③ Obvious material defects: such as large-area TPE/silicone cracking or serious color difference (excluding normal color changes caused by natural aging or light). The product was contaminated or stained when received.
④ Special Note: All returns and exchanges require a complete unboxing video and multi-angle photos for verification. After customer service review, we will replace the new product free of charge or provide repair services.
2.Customer Service Commitment
At Bigshocked, we are committed to providing professional, efficient, and responsive after-sales support to ensure your satisfaction. Customer service hours: Monday to Friday 9:00 AM – 9:00 PM (Pacific Standard Time PST), we promise to respond within 24 hours. Technical Support: Provide free product usage guidance and troubleshooting services. Priority Processing: Products within the warranty period will enjoy priority after-sales support to ensure that your problem is resolved as soon as possible. Important Reminder Since the real doll is a special adult product, please be sure to read the product manual carefully and follow the correct maintenance methods to ensure safe use and extend the life of the product. If you have any questions or need help, please feel free to contact our customer service team: Email: contact@bigshocked.com
