Returns, warranty & pre-ship QC
High-ticket adult dolls need clear hygiene and damage rules. This page is part of every order.
Hygiene & returns
Full-size dolls and intimate products are final sale once used or unsealed for use for hygiene reasons. We do not accept “changed my mind” returns after delivery of an opened adult product.
If the carton arrives sealed and you believe there is a factory defect, contact us within 48 hours of delivery with unboxing photos/video of the outer box, labels, and the defect. We assess repair, parts, or replacement case-by-case. hello@sendoll.com
Pre-ship QC photos
Built-to-order and many warehouse units receive a pre-ship quality check. On request (or by default for custom options), we can email photos of your doll before dispatch so you can confirm face, hair, and major options. Reply within the window stated in the email or we proceed to ship.
Factory warranty
- Structural defects in skeleton joints or seams under normal use: contact within 30 days of delivery.
- Cosmetic variance (makeup freckles, minor paint, hairline) is normal on handmade goods and is not a defect.
- Damage from misuse, extreme heat, solvents, or outdoor exposure is not covered.
- Electronic options (heat, voice) follow manufacturer troubleshooting first; dead-on-arrival modules are replaced or refunded for that option.
Damage in transit
Photograph the outer carton on all sides and the product within 24 hours of delivery if anything is crushed or broken. Email us with your order ID and media. We file the freight claim and arrange repair, parts, or replacement per case. hello@sendoll.com
Cancellations
Before production starts, most orders can be cancelled for a full refund of merchandise not yet built. Once the factory starts a custom build, materials costs may be non-refundable — we will say so before you confirm.