RETURN, CANCELLATION & REFUND POLICY

Last Updated: August 26, 2026

At MyRealDolls, customer satisfaction is important to us. Because many of our products are made to order, customized, intimate in nature, and subject to strict hygiene requirements, cancellations and returns are subject to the conditions below.

Please review your model, material, customization options, shipping address, and order details carefully before completing your purchase.

ORDER CANCELLATIONS

Orders begin processing shortly after payment is confirmed.

Made-to-order and customized products may enter production quickly, while in-stock products may enter fulfillment and shipping preparation shortly after an order is received.

Customers may request cancellation within 24 hours of payment, subject to an 18% cancellation fee.

If a cancellation request is approved within this 24-hour period, 82% of the order total will be refunded to the original payment method.

The 18% cancellation fee helps cover non-refundable costs incurred after an order is placed, including payment-processing, administrative, and production or fulfillment expenses.

After 24 Hours

Once 24 hours have passed from the time payment was received, orders are considered final and generally cannot be canceled, as production, customization, or fulfillment costs may already have been incurred.

Submitting a cancellation request does not automatically cancel an order. A cancellation is effective only after confirmation from MyRealDolls customer support.

Nothing in this policy limits cancellation or refund rights that cannot legally be waived under applicable law.

RETURNS

Due to the intimate nature of our products and for health, safety, and hygiene reasons, sex dolls and other intimate products are generally not eligible for return simply because of a change of mind, personal preference, size preference, weight preference, or customization choice.

Returns or other remedies may be available when:

• You receive the wrong product because of an error attributable to us;

• The product arrives with a significant manufacturing defect;

• The product arrives with significant shipping damage; or

• A return or refund is otherwise required by applicable law.

Used intimate products cannot be returned or resold for hygiene reasons, except where applicable law provides otherwise.

Please do not send a product back to MyRealDolls or the manufacturer without receiving return authorization and instructions from us first.

Unauthorized returns may be refused.

INSPECT YOUR ORDER UPON DELIVERY

Please inspect your order carefully as soon as it is delivered.

If you notice an incorrect product, significant manufacturing defect, missing component, or shipping damage, please contact us within 24 hours of confirmed delivery whenever reasonably possible.

Email:

info@myrealdolls.com

Please include:

• Your order number;

• A clear description of the issue;

• Clear photographs of the product and affected area;

• Photographs of the shipping packaging if shipping damage occurred; and

• Video evidence where reasonably requested to help us evaluate the issue.

Prompt notification allows us to investigate the issue with the manufacturer or shipping carrier as quickly as possible.

The 24-hour reporting request does not limit any consumer rights that cannot legally be restricted.

DEFECTIVE OR DAMAGED PRODUCTS

Every doll is subject to quality-control procedures before shipment. Nevertheless, manufacturing or shipping issues can occasionally occur.

If a verified defect or damage is reported, we will evaluate the nature and severity of the issue and determine an appropriate resolution.

Depending on the circumstances, this may include:

• Technical assistance;

• Replacement parts;

• Repair materials or repair assistance;

• Replacement of the affected component;

• Replacement of the product; or

• A refund where appropriate or required.

Minor cosmetic variations, handmade characteristics, slight differences in color, makeup, measurements, weight, wigs, photography, or other reasonable manufacturing variations are not necessarily considered defects.

Please review our Money-Back Guarantee for additional information regarding qualifying claims.

DAMAGE CAUSED AFTER DELIVERY

Our products must be handled, cleaned, stored, and maintained carefully and according to manufacturer instructions.

Damage resulting from improper handling or use is not considered a manufacturing defect.

Examples may include damage caused by:

• Excessive force;

• Improper positioning;

• Incorrect lifting or storage;

• Improper cleaning products;

• Failure to follow care instructions;

• Cuts, punctures, tears, or burns caused after delivery;

• Unauthorized repairs or modifications; or

• Normal wear and tear.

Products damaged through misuse, neglect, or improper handling are not eligible for a free replacement or refund.

SHIPPING DAMAGE

If your package arrives visibly damaged, please photograph the shipping carton and packaging before disposing of them.

Contact us promptly with your order number and photographs so we can evaluate the claim and, where necessary, work with the shipping carrier or manufacturer.

If you purchased optional shipping coverage, additional protection may apply under our Shipping Protection Service.

INCORRECT ITEMS

If you receive a product that materially differs from the product or customization options shown on your confirmed order because of an error attributable to MyRealDolls or the manufacturer, please contact us promptly.

After verification, we will provide an appropriate resolution, which may include replacement of the incorrect component, replacement of the product, or another appropriate remedy.

Standard manufacturing and shipping times may apply to replacement products or components.

CUSTOMIZATION & CUSTOMER SELECTIONS

Customers are responsible for reviewing all selected customization options before submitting an order.

This includes, where applicable:

• Doll model;

• Head selection;

• Body type;

• TPE or silicone material;

• Skin tone;

• Eye color;

• Wig;

• Makeup;

• Breast options;

• Standing options;

• Skeleton options;

• Genital options; and

• Other available customizations.

A product manufactured according to the options selected and confirmed by the customer is not considered incorrect simply because the customer later changes their preference.

RETURNS MUST BE AUTHORIZED

If we determine that a physical return is necessary, our customer-service team will provide return instructions.

Returned products must:

• Be authorized in advance;

• Be returned to the address specified by MyRealDolls;

• Include all required components and accessories;

• Be packaged securely; and

• Meet the return conditions communicated by our support team.

Do not return products directly to the manufacturer unless specifically instructed to do so by MyRealDolls.

Products sent without authorization or to an incorrect address may not be accepted.

RETURN SHIPPING COSTS

Where a return is authorized because of a verified error attributable to MyRealDolls or a qualifying defect, return-shipping responsibility will be determined as part of the approved resolution.

For any other return exceptionally authorized by MyRealDolls, the customer may be responsible for return-shipping and insurance costs.

Original shipping charges are generally non-refundable unless otherwise stated or required by law.

For high-value returns, customers should use a trackable and appropriately insured shipping service whenever they are responsible for arranging the return.

MyRealDolls cannot be responsible for unauthorized return shipments that are lost or damaged in transit.

REFUNDS

Approved refunds are issued to the original payment method whenever reasonably possible.

Once a refund has been processed by MyRealDolls, the time required for it to appear in your account depends on your bank, credit-card issuer, PayPal, Klarna, or other payment provider.

Processing times are outside our direct control.

If you have received confirmation that a refund was issued but do not see it in your account:

1. Check your bank or payment account again;

2. Contact your credit-card issuer or payment provider;

3. Contact your bank, as posting times may vary; and

4. If the refund still cannot be located, contact us at info@myrealdolls.com.

SALE & PROMOTIONAL ITEMS

Sale, clearance, discounted, promotional, and special-offer items are generally final sale and are not eligible for discretionary returns or refunds.

This does not exclude remedies for verified defects, incorrect products, or rights that cannot legally be waived under applicable law.

EXCHANGES

Because of the customized and intimate nature of our products, we do not offer general exchanges based on a change of mind or preference.

If you receive a verified defective, damaged, or incorrect product, we may authorize replacement of the product or affected component as appropriate.

Contact us at:

info@myrealdolls.com

before sending any product back.

GIFTS

Refunds can only be issued in accordance with the original transaction.

If an order was purchased as a gift, any approved refund will generally be returned to the original payment method used by the purchaser.

We cannot redirect a refund to a different person, payment card, or account unless permitted by the applicable payment provider.

PRODUCTS THAT CANNOT BE RETURNED

Unless required by applicable law, we cannot accept returns of:

• Used sex dolls or intimate products;

• Products showing signs of use;

• Products damaged after delivery through improper handling;

• Customized products manufactured according to the customer's confirmed selections;

• Products modified or repaired without authorization;

• Products returned without authorization; or

• Products missing substantial components or accessories due to customer handling.

CUSTOMER SUPPORT

We want every customer to feel confident purchasing from MyRealDolls.

If you experience a problem with your order, contact us before taking further action. Our support team will review the situation and work with you to determine an appropriate solution under this policy.

Email: info@myrealdolls.com
Website: MyRealDolls.com

IMPORTANT

This Return, Cancellation & Refund Policy forms part of our Terms of Service.

Nothing in this policy is intended to exclude, waive, or restrict consumer rights or remedies that cannot legally be excluded under applicable law.