Return & Exchanges
HAREM RETURN & EXCHANGE POLICY
1. Customer Support for Returns & Quality Issues
For any product quality-related issues, please contact:
All HAREM products are made-to-order and undergo strict inspection and quality control before shipment.
Each product is checked for functionality, structure, and appearance prior to dispatch.
2. Inspection Upon Delivery
Upon receiving your order, customers should carefully inspect the product immediately.
If any of the following issues are found:
- Functional defects
- Structural damage
- Manufacturing defects not caused by human use
Please record clear photos or videos and contact our support team.
Our engineering team will review the case and respond via email.
3. Quality Issue Handling
If the issue is confirmed to be a non-human-caused factory defect:
- The case will be reviewed by our engineering department
- Photo or video evidence is required
- A solution such as repair or replacement will be provided based on evaluation
If the product is confirmed to be unusable due to factory-related issues, HAREM will take responsibility for replacement.
All decisions are based on engineering verification.
4. Response Time
All quality-related cases are reviewed by the engineering team within 7 business days (Monday–Friday, China Standard Time).
A formal response will be provided via email after evaluation.
5. Non-Human Damage Policy
If damage is caused by:
- Improper use
- Physical damage such as cutting, tearing, or burning
- Incorrect cleaning or handling
The issue will not be eligible for free return or replacement.
In such cases:
- The customer is responsible for shipping costs
- Repair or replacement costs may apply
- Return instructions will be provided via email
6. Return Eligibility
Due to the customized nature of our products, all HAREM dolls are made-to-order items.
Returns or exchanges are only accepted under the following conditions:
- Verified factory defect
- Shipping damage
- Approved case by engineering inspection team
Returned items must be:
- In original condition where applicable
- With original packaging
- Shipped using a secure courier service
7. Fraudulent or Abusive Claims
To maintain fairness and production integrity, HAREM reserves the right to reject any fraudulent, abusive, or false claims.
Cases that do not meet verified factory standards will not be accepted.
8. Custom Product Policy
All HAREM products are customized, made-to-order items.
Before shipment:
- Photo and video confirmation will be provided
- Shipment will only proceed after customer approval
Once approved and shipped, all custom orders are final sale and non-refundable.
9. Processing Time for Approved Cases
If a return or replacement is approved:
- Processing time is up to 15 business days after receiving the returned item
- All evaluations and processing are handled by the factory engineering team
