Finger & Toe Nails – The nails on the dolls occasionally become loose during transit. If they are loose, remove them and re-apply with nail glue as guided in our cleaning & maintenance page here.

Eyelashes – Occasionally, eyelashes can also become loose. Follow the instructions as guided in our cleaning & maintenance page here.

Makeup – Every doll is hand-made, including the application of semi-permanent makeup. As a result, there will be minor discrepancies, with every doll being unique. You will receive photos of your doll before it is shipped from the workshop. If the makeup is substantially different from what you expected, this will be noticed and rectified before the doll leaves the workshop. We trust that customers will point out any issues when viewing the photos sent via email.

Used dolls – as above, used dolls are not eligible, but we are open to resolving issues and helping where we can.

User damage – If any damage is deemed caused by the customer’s mishandling or negligence, the doll will not be covered. This includes hyperextension of limbs and tears caused by mishandling. We reserve the right to review the doll and evaluate the source of damage with all the information provided. A final decision will be made at the discretion of RealDollOnline.

Custom Dolls– If you have made any specific requests or have custom requirements (including change of skin color/ nipple size/ vagina color etc.), your doll is considered bespoke and made solely for you and you only. We will happily discuss returning and refunding the sex doll if you are unhappy. Still, we cannot guarantee automatic qualification for a full refund unless it is genuinely faulty or not as described/ordered. Your case will be considered individually.

*Please read Refund Policy and Terms & Conditions.