Return & Refund Policy
Last updated: August 19, 2026
YouRealDoll sells intimate, hygiene-sensitive, and frequently customized products. We want return and refund rules to be clear before you order. Please contact us before sending any item back. Unauthorized returns may not be accepted.
1. Eligible Returns
You may request a return within 14 days of delivery for an eligible non-custom item if it is unused, unopened, unwashed, unworn, in its original sealed packaging, and in resalable condition. Proof of purchase is required. Approval is required before a return is shipped.
2. Hygiene-Sensitive & Non-Returnable Items
For health, safety, and personalization reasons, the following are generally not eligible for change-of-mind returns:
- Opened, used, washed, worn, tested, or unsealed intimate products.
- Products with removed hygiene seals, protective films, or original packaging where opening affects hygiene or resale.
- Customized, personalized, or made-to-order dolls after production has begun.
- Items altered, damaged, contaminated, or incomplete after delivery.
- Gift cards, final-sale items, and other items clearly identified as non-returnable before purchase.
This section does not remove any rights you may have for a confirmed defective, damaged, or incorrect item under applicable law.
3. Damaged, Defective, or Incorrect Items
Inspect your order promptly. If an item is damaged in transit, materially defective, missing a material component, or different from what you ordered, contact us within 7 days of delivery. Please provide your order number and clear photos or video of the product, issue, packaging, and shipping label when relevant.
After review, we may provide troubleshooting, replacement parts, repair assistance, replacement, store credit, partial refund, or refund to the original payment method, depending on the verified issue and an appropriate resolution.
4. Order Cancellations
If you need to cancel, contact us as soon as possible.
- Ready-to-ship orders: cancellation is generally possible before fulfillment begins. Once shipped, the order cannot be canceled in transit.
- Customized or made-to-order products: cancellation is generally possible before production begins. After production begins, cancellation may be unavailable or may be limited by non-recoverable customization and production costs. We will confirm the applicable status before processing any partial refund.
- Payment verification: if we cannot complete required verification, we may cancel the order and return eligible captured funds to the original payment method.
5. Return Authorization & Shipping
Do not send a return without authorization. If a return is approved, we will provide return instructions and confirm the applicable return location and shipping responsibility based on the reason for return. Items sent to an unauthorized address may be refused or delayed.
6. Delivered but Not Received
If tracking shows delivered but you cannot locate the parcel, first check the mailbox, porch or other safe location, building reception, household members, neighbors, and the carrier. Contact us within 7 days of the delivery scan if the parcel is still missing. We will assist with available tracking details and carrier inquiry information. Resolution depends on the carrier record and circumstances of delivery.
7. Refunds
When a refund is approved, it is issued to the original payment method unless another method is required by law or expressly agreed. After we issue a refund, the time required for the funds to appear depends on your bank, card issuer, or payment provider.
8. Charge Disputes
If you believe a charge or order is incorrect, please contact us first so we can review the order and payment records. This does not limit any rights available to you through your payment provider or applicable law.
9. Contact
To request a cancellation, return, replacement, or refund review, use our Contact page and include your order number plus a brief description of the issue.