100% Money Back Guarantee on Sex Dolls
What do we guarantee?
- All dolls are 100% authentic.
- We are verified and official sex doll vendors/distributors of a large number of reputable manufacturers, and we are authorised to import sex dolls globally.
- All sex dolls will arrive in new and original condition, in working order and as described/displayed on the website.
At Silicone Lovers, we are 100% confident in our products (because we see them every day and know how good they are personally and we consistently receive positive feedback from our customers every day!)
We want you to feel confident - So we offer a full money-back guarantee on all orders.
If your doll arrives damaged or significantly misdescribed we'll either offer you a replacement or a refund (when a replacement is not possible). It’s that simple.
Customers will be asked to work and co-operate with our support team in diagnosing faults by providing videos, photos and further information. In some cases, customers may be asked to complete minor fixes with our guidance and help, before a replacement is offered.
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 damage report form here.
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 regard to "used" sex toys that we do not control. In order to qualify for a money-back guarantee, your doll must be ‘as new’ (not used), 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?
Minor imperfections are not considered damage and are not covered by our money-back guarantee. Minor imperfections include skin blemishes, scratches, marks, compression marks, dents, micro-cuts, slight variations in the skin's surface or tone, loose or missing fingernails/toenails, loose or missing eyelashes, minor discrepancies and inconsistency with facial make-up, and/ or body make-up.
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.
Minor skin damage caused by courier/transport companies that is easily repairable, such as slight cuts, abrasions etc on the skin where Silicone Lovers can provide assistance and tools to repair. Customers are expected to make reasonable attempts to repair as per Silicone Lovers advice.
Fingernails & toenails on the dolls occasionally become loose during transit. If they are loose, simply remove them and re-apply with nail glue (not TPE glue) as guided in our cleaning & maintenance page here.
Eyelashes occasionally can also become loose, simply follow the instructions as guided in our cleaning & maintenance page here.
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. We cannot be responsible for issues that were clearly visible to you in the approval process and were not flagged eg incorrect hair or eye colour or upgrades that were not checked eg gel breasts.
Please be aware we cannot offer warranty on many of our electrical upgrades due to the nature of our products but we may be able to advise on repairs or offer refunds, dependent on the manufacturer and if they are deemed faulty within a certain time frame. You may be asked to trouble shoot and provide videos to resolve these issues.
As above, used dolls are not eligible for our 100% money back guarantee, but we are open to resolving issues and helping whenever 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, dragging feet, snapping fingers etc. 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 Silicone Lovers.
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 customised and made to order 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 a full refund. Your case will be considered individually.
For more information, please refer to Section 11 in our Terms & Conditions and our Returns & Refunds policy.