DollBot

Return & Refund Policy

Last updated: March 19, 2026

Overview

At DollBot, customer satisfaction is important to us. We understand that purchasing companion dolls and related products is a significant investment, and we want you to be completely satisfied with your order.

This Return & Refund Policy outlines the conditions under which returns and refunds may be requested, the process for initiating a return, and the timeframes involved. Please read this policy carefully before making a purchase.

All returns are handled discreetly. We use plain packaging for return shipments, and all communications regarding returns use neutral language that does not reference the nature of the products.

Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be within the 30-day return window from the date of delivery.
  • The item must be unused, undamaged, and in its original condition.
  • The item must be in its original packaging with all accessories, tags, and documentation included.
  • You must have proof of purchase (order confirmation email or receipt).
  • The item must not fall under the non-returnable items category listed below.

Return Timeframe

You have 30 days from the date of delivery to initiate a return. Returns requested after the 30-day window will not be accepted.

The date of delivery is determined by the tracking information provided by the shipping carrier. If you believe there is a discrepancy, please contact our support team with your tracking details.

To initiate a return within the timeframe, you must contact our support team and receive a Return Merchandise Authorization (RMA) number before shipping the item back. Items returned without an RMA number will not be processed.

Condition Requirements

Returned items must meet the following condition requirements to qualify for a full refund:

  • Unused: The product must not have been used, assembled, or modified in any way.
  • Original Packaging: The product must be returned in its original packaging, including all protective materials, inner boxes, and outer cartons.
  • Complete Accessories: All included accessories, documentation, care guides, and complementary items must be returned with the product.
  • No Damage: The product and packaging must be free from damage, stains, odors, or any signs of use.

Items that do not meet these condition requirements may be subject to a restocking fee or may be rejected entirely. Our team will inspect all returned items and notify you of the outcome.

Non-Returnable Items

The following items cannot be returned or exchanged for hygiene, safety, and customization reasons:

  • Hygiene products: Any items that are classified as hygiene products or intimate accessories cannot be returned once the sealed packaging has been opened. This policy exists to protect the health and safety of all our customers.
  • Customized or personalized items: Products that have been custom-made or personalized to your specifications (including custom skin tones, features, or modifications) are non-returnable.
  • Clearance and final-sale items: Products purchased at clearance or marked as final sale are non-returnable and non-refundable.
  • Used items: Any product that shows signs of use, assembly, or modification cannot be returned.
  • Gift cards: Digital or physical gift cards are non-refundable.

Return Process

To return an eligible item, follow these steps:

  1. Contact Support: Email our returns team at returns@dollbot.shop or use the contact form on our website. Include your order number and reason for the return.
  2. Receive RMA Number: Our team will review your request and issue a Return Merchandise Authorization (RMA) number within 2 business days. You will also receive detailed return shipping instructions.
  3. Package the Item: Securely repackage the item in its original packaging. Write the RMA number clearly on the outside of the shipping box. Do not write the RMA number directly on the product packaging.
  4. Ship the Return: Ship the package to the return address provided with your RMA confirmation. We recommend using a shipping method with tracking and insurance for your protection.
  5. Inspection and Processing: Once we receive your return, our team will inspect the item within 3-5 business days. You will be notified by email of the inspection results.
  6. Refund Issued: If approved, your refund will be processed according to the refund method described below.

Refund Method

Approved refunds are processed to your original payment method. Please note the following timeframes:

  • Processing Time: Refunds are initiated within 5-10 business days after the return is inspected and approved.
  • Credit Card Refunds: It may take an additional 5-10 business days for the refund to appear on your credit card statement, depending on your card issuer.
  • Bank Transfer Refunds: Bank transfers may take up to 15 business days to process.
  • Store Credit: If you prefer, we can issue store credit for the refund amount, which can be applied to future purchases. Store credit is issued immediately upon approval.

Partial Refunds: Items returned with minor packaging damage or missing accessories may be eligible for a partial refund. The refund amount will be determined based on the condition of the returned item and communicated to you before processing.

Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrectly shipped item.

  • Standard Returns: You are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance for high-value items.
  • Defective/Incorrect Items: DollBot will provide a prepaid return shipping label at no cost to you.
  • Original Shipping Costs: The original shipping fee paid at the time of purchase is non-refundable unless the return is due to our error (wrong item shipped, defective product).

Damaged or Defective Items

If you receive a damaged or defective item, please report it within 48 hours of delivery. To expedite the process:

  • Contact our support team at returns@dollbot.shop immediately upon discovering the damage or defect.
  • Provide photo evidence of the damage or defect, including images of the product, packaging, and shipping box.
  • Include your order number and a description of the issue.

For confirmed damaged or defective items, we will offer one of the following resolutions at our discretion:

  • Free Replacement: We will ship a replacement item at no additional cost, subject to product availability.
  • Full Refund: A full refund including original shipping costs will be issued to your original payment method.
  • Repair: For minor defects, we may offer professional repair service at no cost.

Damage claims reported after 48 hours will be evaluated on a case-by-case basis and may be subject to additional verification.

Exchanges

Exchanges are available for eligible items, subject to product availability. To request an exchange:

  • Follow the return process outlined above and indicate that you would like an exchange instead of a refund.
  • Specify the product you would like to receive in exchange.
  • If the exchange item is of a higher value, you will be charged the price difference. If it is of a lower value, the difference will be refunded to your original payment method.

Exchange items are shipped once the returned item has been received and inspected. Exchanges are subject to the same condition requirements as standard returns.

Contact Information

If you have questions about our Return & Refund Policy or need assistance with a return, please contact our support team:

  • Returns Email: returns@dollbot.shop
  • General Support: support@dollbot.shop
  • Support Hours: Monday through Friday, 9:00 AM — 6:00 PM EST
  • Response Time: We aim to respond to all return inquiries within 1 business day.