At Onahole Station, we value transparency, flexibility, and your complete satisfaction. Every AITIA silicone doll is handcrafted with precision and care, and we want you to feel fully confident before, during, and after your purchase. If you have any questions, our support team is always ready to assist you at support@onaholestation.com.
Table of Contents
1. Cancellation Policy
Before Placing Your Order
All AITIA dolls are made-to-order with a production time of 4–6 weeks. Please double-check all specifications (model, head type, skin tone, breast size, etc.) before confirming payment. Once production begins, materials and labor are allocated specifically to your order.
Flexible Cancellation Options
| Time After Payment | Refund Rate | Status |
|---|---|---|
| Within 4 hours | 100% refund | No production started |
| Within 8 hours | 95% refund | Processing stage |
| Within 24 hours | 80% refund | Production materials prepared |
| After 24 hours | Non-cancellable | Production in progress |
Production usually starts within 24 hours of payment. After this point, cancellations are no longer possible, as your doll will have entered the custom manufacturing stage.
Orders Already Shipped
Orders cannot be canceled after shipment. If you wish to cancel after dispatch, you will be responsible for all shipping, packaging, and labor costs, which will be deducted from the refund amount.
Out-of-Stock or Factory Delay
In the unlikely event that your selected model becomes unavailable, we will offer:
- Free Replacement: Choose another model (any price difference will be refunded or charged as needed).
- Full Refund: Receive 100% of your payment back immediately.
2. Return Policy
Upon Delivery
Please inspect your doll immediately upon arrival. We highly recommend recording a complete unboxing video from the moment you open the outer carton — this is required to file any shipping damage claims.
If you notice any issue, contact us within 48 hours of delivery at support@onaholestation.com, including your order number, clear photos, and the unboxing video.
Eligible for Return or Replacement
- Wrong Model or Options: The doll does not match your confirmed order details (e.g., wrong head, skin tone, or body type).
- Damaged During Shipping: Verified physical damage proven by your unboxing video.
- Missing Accessories or Parts: Reported within 48 hours of receipt.
Once verified, we will arrange a replacement or partial refund, depending on the situation.
Not Eligible for Return
- Change of mind after production or delivery.
- Slight variations in color or makeup due to handcrafting.
- Minor surface marks or seams that do not affect function.
- Damage caused by improper cleaning, handling, or modification.
- Dolls used or unsealed after delivery (for hygiene and safety reasons).
For hygiene purposes, used adult products cannot be returned under any circumstances.
3. Refund Policy
Once your refund is approved (due to an eligible cancellation or verified issue), it will be processed to your original payment method within:
- Credit/Debit Card: 6–10 business days
- PayPal: 5–7 business days
If your refund does not appear within this period, contact us to obtain your refund reference number, which you can share with your bank for confirmation.
4. Important Notes
- All AITIA dolls are custom-made and enter production soon after payment.
- Refunds or replacements are only issued after full verification.
- Unauthorized returns (sending a package back without notice) will not be accepted or refunded.
- Always keep your packaging and provide an unboxing video for any damage claims.
- Refunds are not possible once the doll has been shipped, except for verified damage or factory error.
5. Need Help
We’re here to help at every step of the process. If you have any questions about cancellations, returns, or damage claims, please contact us:
Email: support@onaholestation.com
Summary
- Cancel within 4h → Full refund
- Cancel within 8h → 95% refund
- Cancel within 24h → 80% refund
- After 24h → Non-cancellable (production started)
- No returns after delivery (unless damaged or incorrect model)
- Record a full unboxing video for insurance claims
- Refunds processed within 5–10 business days