Policy

Returns, Refunds & Warranty

Last updated July 2026

Three situations cover nearly every case. Find yours below; the rule and the remedy sit together, in plain words.

It arrived damaged

Photograph the carton before you discard anything, then the damage itself, and send both with your order number within three days of delivery.

Remedy runs up a ladder: repair materials first, a replacement part where a part solves it, a replacement build where it does not. Freight on any of those is on us.

You changed your mind

Before the pour begins, cancel for a full refund, no questions asked. That window is real but short; made-to-order builds enter production quickly.

Once poured, a doll is cast to your configuration and cannot be returned or resold: intimate goods lose any return path when unsealed, and a custom cast has no other buyer. Unopened stock accessories return within 14 days, return freight on you.

A defect showed up later

Casting faults that were present at delivery, and skeleton or joint failures within the first year of ordinary use, fall under warranty below.

Send photos and the order number. Assessment comes back with the fix: materials, a part or a rebuild, judged case by case with you in the thread.

What the Warranty Covers

Backed by the workshop that casts every doll in this catalog.

Covered

Manufacturing defects present at delivery: casting voids, seam failures, paintwork faults not shown in the listing photos. Skeleton and joint failures under ordinary posing, for one year from delivery.

Not covered

Ordinary wear. Staining from dark clothing dye, the known enemy of light skins. Damage from heat sources, solvents, sharp objects or poses the frame does not support. TPE surface oil is a material property, not a defect.

What you get

The remedy ladder from door A, at the workshop’s cost for covered faults: materials, parts, or a rebuild where the fault earns one.

What keeps it valid

Care per the guides that ship with the doll. Nothing exotic: reasonable cleaning, reasonable storage, no unsupported modifications.

How a Claim Runs

Write with the order number. Use the contact page; subject line with the word claim gets sorted first.

Attach photos. The carton if transit is suspected, the fault up close, one wider shot for context.

Assessment in writing. You get the finding and the proposed remedy in that thread, before anything ships either way.

The fix. Materials or parts dispatch in a plain carton like everything else. A rebuild re-enters the workshop queue with priority.

Refunds travel back by the route the payment came in; posting times belong to the provider. Where local consumer law grants longer or stronger rights, that law wins over this page.

This page is part of the terms. Questions before ordering are cheaper than claims after: the FAQ and the mailbox both exist for exactly that.