Buyer Protection Guarantee


How does the money back guarantee work?

When you receive your doll, you must inspect it immediately- from head to toe. Do not use your doll before inspection. We recommend taking photos of the exterior of the box and of the doll as you unbox it. 

If you find that there is are any issues with your doll or damage, please report it to us immediately using our contact form live chat or email. 

When reporting an issue, please specify as detailed as possible, the exact problem/s. Please include any clear photos or videos. 

I have used my doll, am I still covered?

We pride ourselves on great customer service, and we will always genuinely try to solve any issues you have with your purchase, however, the sex doll industry has extremely strict laws and regulations in regards to “used” sex toys that we do not control. In order to qualify for a money back guarantee, your doll must be ‘as new’ and in the original packaging. 

If you have used the doll, please contact us and we will always do our best to fix any issues or problems you have. 

What is not covered under the money back guarantee?

Skin – Very minor skin imperfections and slight variations in the skin’s surface caused by the manufacturing process such as injection sites and seam lines from the moulds are not considered defects and are not covered by our money back guarantee. We like to think of these as “birthmarks” that make your doll unique. 

Finger & Toe Nails – The nails on the dolls occasionally become loose during transit. If they are loose, simply remove them and re-apply with nail glue.

Eyelashes – Occasionally, eyelashes can also become loose, simply follow the instructions as guided.

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 slightly unique. You will receive photos of your doll before it is shipped from the workshop. If the makeup is substantially different from what you were expecting, this will be noticed and can be 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 for, but we are open to resolving issues and helping where we can. 

User damage – If any damage is deemed to be caused by mishandling or negligence by the customer, 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 SexDollGo.

Custom Dolls- If you have made any specific requests or have custom requirements (including change of skin colour/ nipple size/ vagina colour 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 not happy with it, but 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.