Refund policy
Every doll here is built to the specification you set, so there are no no-reason returns once production has started.
What replaces them: you see photographs of the finished doll before she ships, and nothing leaves until you have approved them. Most of what a returns policy protects you from, that step catches first.
Why there is no no-reason return
Two reasons.
She is made to your specification. Your configuration — build, head, finish, hair, options — produces one item that exists because you asked for it. It cannot be resold, and it was not in stock before you ordered.
Hygiene. This is an intimate product. Once it has been unsealed and used, it cannot be returned to stock under any circumstances.
Both are recognised grounds under consumer law for goods being exempt from the standard withdrawal right, and this is disclosed to you before you commit to the purchase.
What you can change, and until when
- Before you confirm — anything. Nothing is charged and a saved build keeps.
- Before production starts — contact us immediately; changes at this stage are normally possible at no cost.
- During production — at our discretion and at your cost: we quote before doing anything, and only proceed on your written acceptance.
- At the approval photographs — anything that doesn't match what you ordered: we correct it and re-photograph.
- After delivery — defects and transit damage only. See below.
Cancellation
Before production starts — contact us immediately and we will tell you where your order stands.
Once production has started — cancellation incurs a charge reflecting the factory work already committed. We tell you the exact amount before you confirm the cancellation, and refund the balance.
Defects and damage — always covered
None of the above affects your rights when something is actually wrong.
- Transit damage — report within 48 hours of delivery to support@siliconeangels.com, with photo or video.
- Manufacturing defect — in writing within 7 days of the fault appearing, with photo or video. Covered by the warranty: six months on the doll, five months on electrical components.
- Not what you ordered — tell us. We fix it — and it should have been caught at the approval photographs.
What counts as a quality defect: structural failure of the internal skeleton, seams separating without an incident, joints that never held correctly, electrical options failing within their warranty period, or anything that does not match the specification you ordered and approved.
What is not a defect: faint silicone odour, mould lines from manufacturing, subjective aesthetic dissatisfaction, and minor finger or toe fractures. Accidental damage, wear, storage compression and dye transfer from clothing are care matters, not defects — our owner guides cover all four.
Your statutory rights
Whatever consumer law applies where you live exists independently of this policy, and nothing here reduces it. Where your local law gives you stronger rights than this policy, your local law applies.
Refunds
Where a refund is due — a cancelled order, a declined order on our side, or a remedy under the warranty — it goes back to your original payment method. We confirm each refund in writing when it is issued.
Last updated August 2026. Questions before you order? Ask us — a person answers.