Moonvale Doll Cerina – 170cm / 5’7″ Full Silicone

2.1 Existing collection

2.2 Doll creation with custom face

TPE and Silicone dolls: 45 days

AI Sex Robots: 60 days

2.3 Doll creation with custom face & custom body

TPE and Silicone dolls: 60 to 90 days

4.1 Delivery Address Accuracy, Verification and Changes

When placing an order, you are responsible for providing a complete and accurate delivery address, including the recipient’s full name, street number, apartment or unit number, postal code, and any other information reasonably required for delivery. You must also provide an active telephone number that the carrier may use in connection with the delivery.

Please carefully review the delivery address whenever it appears during checkout and in your order confirmation, invoice, fulfilment or pre-shipment communications, tracking information, and shipping emails. If any information is incorrect or changes, contact us at [email protected] without delay and, in all cases, before the order is dispatched.

The delivery address entered on our website and any billing or shipping address held by your bank, card issuer, PayPal account, digital wallet, or other payment provider are separate records. Updating one record does not automatically update or replace the others. You must ensure that the delivery address shown in the website order and any shipping address shown by the payment provider are accurate and consistent. If the records do not match, we may place the order or shipment on hold while the discrepancy is resolved.

An address-change request takes effect only after we have confirmed the change to you in writing. Once production, fulfilment, or shipping arrangements have begun, a change may cause delays or additional charges, or may no longer be possible. Depending on the payment method and the stage of the order, we may need to cancel or refund the original transaction and ask you to complete a new transaction using the correct delivery address. An address change may also affect the VAT, sales or use tax, customs duties, or other taxes and charges applicable to the order. Any required tax or price adjustment must be resolved before we confirm the change or dispatch the order; this may involve collecting or refunding a difference, or cancelling and recreating the transaction. Please do not request a carrier redirect or delivery-address change without first obtaining our written confirmation.

Because many of our products are custom-made and of significant value, we may take reasonable and proportionate steps to verify that an address-change request comes from the person who placed the order or from the authorised card or PayPal account holder. Verification may include confirmation through the original order email address, telephone number, customer account, or payment account; proof of address; or an identity check.

We will request only the information reasonably necessary for verification. An identity check may be carried out through a secure specialist verification provider. Before submitting any information, you will be told what is required and shown the applicable privacy information. Do not send us an identity document by email unless we specifically request it and provide instructions. We will use the verification result and any information made available to us only for fraud prevention, order security, and fulfilment, in accordance with our Privacy Policy and applicable data-protection law.

If the required verification cannot be completed, we may keep the shipment on hold, decline the requested address change, or require the original transaction to be cancelled or refunded and a new order or payment to be completed. Subject to applicable law, you may be responsible for reasonable additional carrier, return, recovery, storage, or reshipment costs directly caused by an incomplete or inaccurate address or by an address change requested too late. You agree to cooperate reasonably and promptly with us and the carrier if a shipment needs to be traced or recovered.

Nothing in this section excludes or limits any mandatory consumer rights that apply to your order.

4.2 Average Shipping Lead Time Once the Item Has Been Produced

Shipping Lead Time is indicative and we adapt it each time we receive new information from our freight forwarders.

• USA: 2–4 weeks standard | 5–7 business days with UPS Express paid option
• Canada: 5 to 12 days
• European Union & UK: 5 to 8 weeks
• Switzerland & Norway: 10 to 15 days
• Australia: 10 to 25 days
• New Zealand: 3–5 weeks
• Israel, Turkey: 10 to 25 days ($100 to $300 extra shipping fees)
• Chile, South Africa: 10 to 25 days (at least $300 extra shipping fees)
• Japan, Singapore, Taiwan: 5 to 8 days

For countries not listed above, shipping may still be possible, but delivery time and additional shipping and or customs handling fees may apply and will be confirmed on a case by case basis.

During peak periods such as Chinese New Year or the Christmas season, shipping lead times may be significantly extended.

Major Chinese public holidays that may impact production and shipping:

• Chinese New Year (Spring Festival): Typically in late January or February (2 weeks or more)
• Qingming Festival (Tomb Sweeping Day): April 4–6
• Labor Day: May 1–5
• Dragon Boat Festival: Usually in June (3 days)
• Mid-Autumn Festival: Usually in September or October (3 days)
• National Day Holiday: October 1–7 (Golden Week)

We recommend placing your order well in advance if it coincides with one of these holidays. Feel free to contact us if you’re unsure whether a specific lead time may be affected by an upcoming public holiday.

Extended shipping times may also occur due to Force Majeure Delays. In such events, we are not liable for delay damages if the Initial Delivery Date is missed due to reasons beyond our control. The expected delivery period will be extended by a duration equal to the length of the Force Majeure event.

Force Majeure Events include, but are not limited to, natural disasters, fires, theft (including courier mishaps), wars, riots, transportation incidents making the product undeliverable, embargoes, and actions or inactions of civil, military, or governmental authorities (including extended customs procedures).

If a package is rendered undeliverable due to a Force Majeure event, or if such an event delays delivery beyond 6 weeks from the initial estimated date, we shall be given the opportunity to deliver a new product within an additional reasonable period of time considering the standard production and shipping durations of the item ordered.

4.3 Packaging

We provide worldwide shipping in discreet & sealed packaging. Once dolls leave our factory, you will receive the tracking number to follow the shipping progress.

4.4 Flight Case

If you purchase a flight case with a doll or a torso, it will be new and custom made to fit your order. It will be used as packaging for your order and its main purpose will be to protect your doll or torso during transport. As such, you should not expect your flight case to arrive in pristine condition: scratches and/or cracks are to be expected and will not lead to refunds.

5.1 Faulty Items

If default options are chosen and your doll looks differentfrom the first photo on the doll’s page please contact our customer service at reception of your doll. We will arrange an immediate replacement of the doll or willsend you replacement parts depending on the nature of the problem. You must send the doll back to us within 14 days from receipt of goods if you choose to replace your doll, for sanitary reasons we only replace unused dolls. By unused we mean not cleaned, not stained, not powdered, not oiled and no sex whatsoever with the doll / torso / toy. Please leave the doll in its original packaging and please don’t throw away the original packaging. In case the original packaging has been thrown away while the doll needs to be returned you will need to provide another packaging offering similar protection.

Please be aware that your doll might look different from the photo if you don’t choose the defaultoptions such as: default skin tone, default eye color, default wig, default body…

Slight variance is to be expected on each doll. The following elements will not be considered faulty:

• Skin color variations or imperfections – slight manufacturing color variations and skin imperfections are normal on sex dolls due to the way TPE or silicone is poured or injected into molds and then manually finished and painted. Each doll is unique. Skin color may also appear quite different on a screen, in photos, or in real life depending on the lighting conditions. For example, the same doll may look darker, lighter, warmer, cooler, more yellow, more pink, or more peachy depending on whether it is viewed under soft indoor light, bright direct light, flash photography, or natural daylight.

  HOW LIGHTING CAN CHANGE THE APPEARANCE OF SKIN TONE

  

  

  

• Mold marks – all dolls are cast in molds, which usually leaves visible marks at one or more material injection points and along the mold closing lines, typically on the sides of the doll. Injection points can vary depending on the part and the manufacturing method. On bodies, the most common injection point is at the back near the neck, while on heads it is most commonly at the top of the head. However, injection points may also be located in other areas such as the shoulders, arms, or other body parts. For silicone dolls, these marks cannot be completely avoided and are much more difficult to repair than on TPE dolls, because silicone cannot be reheated and melted after molding.

• Finger & Toe Nails – sometimes the nails on the dolls will become loose during shipping. To ensure that nails can be removed, customized and reattached easily we only use a light amount of nail glue. If you receive a doll with a loose nail simply reattach it with nail glue.

• Toe Configuration – most dolls have separated toes, but on certain models, usually silicone ones, the four smaller toes may be attached together while the big toe remains separated. This is done to improve durability and reduce the risk of the toes being squeezed, bent or damaged during shipping, handling or regular use. Please note that toe configurations can vary depending on the model.

• Eyelashes – Eyelashes can become loose during shipping. If this happens, simply use, depending on your doll, TPE or Silicone safe eyelashes glue to reattach them.

• Nipples / Areolas – Parts of the nipples and areolas are painted manually on the dolls which can lead to slight asymmetries, differences in shapes and/or slight color differences in comparison to products or options pictures.

• Transportation – Scuffs, creases, indentations, small cuts or bruises unfortunately happen from time to time during transportation. Those are usually caused by transporters handling the packages improperly (i.e. holding the package upside down, or vertically instead of horizontally). Unless the doll has suffered massive damage beyond repair, a repair solution will be offered in those kinds of situations. Fortunately those kinds of skin damages are easy to repair and all doll makers have prepared repair kits for those situations. Repair videos will be provided and the client will be expected to perform the repair him/herself.

• Implants – Some doll manufacturers use human hair for their implants. As a result it can lead to small color differences between the implanted hairs.

• Heads proportions – Doll heads almost always have fixed proportions. As a result, a particular head will look relatively bigger on smaller bodies and smaller on larger bodies. If you don’t pick the default head on the product page or a head for which product pictures are also available with the body you’ve chosen, the head to body proportions of your doll might be different from what you see on the product page. We don’t allow certain head/body combinations when we think the result will not look good: the head will look too big or too small in comparison to the body. This choice is based on a combination of our own subjective preferences, client feedback and manufacturers’ recommendations. What we deem acceptable might be different from what you deem acceptable. We deem acceptable all the head/body combinations that can be chosen on our website without manual intervention from a myrobotdoll.com staff. In case you have any doubts regarding a particular head/body combination please contact us before placing your order or do some research about the combination you plan to order. We might be able to provide factory pictures of similar head/body combination. If you choose a particular head/body combination, we will assume you know what you are doing and will likely validate your order without any further warning. The risk of finding a certain head to body combination not acceptable is bigger if you pick a head for which you can find product pictures with bodies taller than 160cm with a body smaller than 150cm.

• Neck – Unless you choose an all-in-one model there will always be a gap between the neck and the head of the doll. This gap is usually more visible when the doll is lying down.

• Smell – New dolls can have a strong unpleasant production smell. This is especially true for TPE dolls. The doll may have to be cleaned several time to remove the smell.

• Skeleton – Dolls metal skeletons have weak links. The thinner areas of the skeleton will break after a few months or even a few days if a doll is not handled properly. Here are some guidelines to mitigate that risk:

  • Do not leave a doll for too long in a position that would make you feel uncomfortable (for instance seated and slightly leaning back).
  • Favor storing the doll in a lying position to reduce the force exerted on the skeleton.
  • If you store the doll hanging, please lower the doll until the feet are a few centimetres away from the floor. Please then put a pillow or a mattress below the feet to spread the force between the feet and the skeleton.
  • Avoid manipulating or having intercourse with the doll on hard surfaces.
  • Be extremely careful and gentle when manipulating dolls legs. Especially when joints are stiff, legs form big levers and the amount of torque exerted on the skeleton can be huge when the legs are pulled or pushed too strongly in any direction.

• Joints – Different dolls have different levels of initial joint stiffness. Initial stiffness can sometimes be adjusted on request before a doll is produced. As time passes and as joints are being used their stiffness will change: some joints will become loser and some other may become stiffer. Using too much strength on a joint or pushing/pulling it in the wrong direction can quickly modify the stiffness of a joint and should be avoided. Please look at our videos showing how to manipulate dolls’ joints before using your doll.

• AI-generated or edited reference images – If you provide a reference image that was created by AI or modified using filters or heavy retouching, please let us know in writing when placing your order. AI tools can generate skin tones, eye colors, hairstyles, and subtle facial features that may not exist in reality or cannot be reproduced using physical materials. Doll manufacturers work with a limited and discrete set of options for skin tone, eye color, wig style, and facial sculpt and these are not infinitely customizable. As a result, an exact match to an AI-altered image may not be possible. If such edits are not disclosed, any differences between the reference image and the final doll will not be considered defects, and may lead to unnecessary disappointment. Please also note that additional changes requested later to match AI-based references may involve extra time, cost, or may not be feasible at all.

• Makeup – The facial makeup can fade in contact with oil or soap or when rubbing or kissing the doll. The makeup on fabric dolls is not water resistant.

• Makeup differences: Best effort is made to match the doll’s makeup shown in the photos when selecting the default makeup option, providing a reference product or factory photo, or specifying a target makeup based on a picture of your choosing. Please note that makeup is applied manually by makeup artists on each individual doll, so the final result will always vary slightly from the photos. Each doll is unique. Even when a factory photo from the same manufacturer is provided, a 100% identical result cannot be expected, as the reference may have been created by a different makeup artist (or one who is no longer working there). Depending on the resolution, lighting, and angle of the reference image, certain details may require artistic interpretation; if a show-specific detail is critical, it should be clearly emphasized before production so it can be communicated to the factory in a timely manner. The best results are generally achieved by providing clear, actionable, detailed requests before production. Eyebrows are treated separately from makeup and may be painted or implanted, with variations in shape and color; if a specific eyebrow result is expected, it should be indicated clearly at the time of order. Pre-shipment photos may be requested to review and approve the makeup and other aesthetic details before dispatch. Such a request may slightly delay shipment. If adjustments are requested after production, assistance may be provided where feasible, subject to the factory’s technical constraints.

• Body measurements & weight variance – Due to the manual aspects of dolls production process, variations between the indicated body measurements, weight, and height on our product pages and the actual product are to be expected. Statistically, there is a standard deviation of approximately 3 cm in body dimensions and 10% in weight and height. If you have specific requirements or limited tolerance for variations in body dimensions, weight, or height, please let us know in advance so we can accommodate your needs as best as possible. Please note that certain features, such as softer body parts or robotic functions, can increase the overall weight of the doll.

• Standing — Important care warning: Most dolls are heavy, difficult to balance and unable to stand safely without a third point of contact. A wall, back hook or dedicated doll stand should be used for support.

  Never attempt to stand a doll unless it has the appropriate standing option, such as standing feet with bolts/caps or boltless hard-standing feet. These features make standing possible, but they do not make the feet resistant to damage. The silicone, internal foot structure and ankle joints can still be damaged by impact, twisting or unevenly distributed weight.

  Before placing the doll upright, make sure both feet are completely flat, the ankles are straight and the weight is distributed evenly between the two feet. Socks and well-fitting, flat-soled shoes are strongly recommended. Lower the doll slowly and carefully, without allowing its weight to drop onto the feet—even from a very small height.

  This can be difficult for an average adult, particularly without previous doll-handling experience. A doll’s weight is awkward to control, and the final movement toward the floor requires considerable strength and precision. The difficulty increases substantially with dolls weighing 35 kg or more; with models approaching 45 kg, placing the doll gently on its feet can be extremely demanding, and damage may occur despite careful handling.

  Hard-standing feet still have a silicone surface, which remains flexible and compressible. On heavier dolls, the feet may therefore appear visibly squeezed while supporting the doll’s weight. Excessive or prolonged pressure can cause permanent deformation or damage to the feet, ankles or standing hardware.

  Dolls weighing 25 kg or more should never be left standing overnight with their full weight resting on their feet. The heavier the doll, the less time it should remain in this position. For heavier models, a weight-bearing doll stand is recommended whenever the doll is kept upright, as it supports part of the body weight instead of concentrating the entire load on the feet. For long-term storage, place the doll lying down or suspend it according to the manufacturer’s instructions.

• Back Hole / back hook opening – If your doll is ordered with the “Back Hole” option, this refers to the threaded hole or opening added to the doll’s back for storage, hanging, posing, or handling purposes. We understand that for customers who choose this option, this feature can be important.

  Please inspect and carefully test the Back Hole and its related hook function as soon as you receive the doll, and in any case within 48 hours of delivery, before using, cleaning, powdering, oiling, dressing, or otherwise modifying the doll.

  If you notice a possible defect with the Back Hole or hook function, please contact us within 48 hours of delivery with clear photos and/or a video showing the issue, and do not use the doll while the case is being reviewed. If a return, inspection, replacement, or other resolution becomes necessary, the doll must remain unused and in its original condition for sanitary and evidentiary reasons.

  Please also note that the Back Hole is usually added near the end of production. A channel is created through the doll’s body so that the bolt can pass through and connect to the receiving threaded insert, usually fixed inside the skeleton. Because this opening is created for functional assembly rather than as a molded cosmetic opening, it should not be expected to look like a perfectly regular, clean industrial hole. Some unevenness, irregular edges, visible tool marks, or slight asymmetry around the pierced area may be visible and will not be considered a defect as long as the Back Hole and hook function can be used safely and normally.

  Example of what a Back Hole may typically look like:

  

• Body painting – Body painting consists of extra layers that are applied on the doll to make it look more lifelike. Depending on the manufacturer and the way the doll is used, the extra layers will fade/peel more or less quickly. In the best case it will last a year or so for high-end skilled manufacturers or for dolls used mainly for photo & companionship. In the worst case it will only last a few days or one usage for dolls used mainly for intercourse. To preserve body painting during intercourse please use talc on the doll to reduce friction.

• Hair implant – Implanted hair are not fixed as strongly as human hair and one has to be careful while handling those to avoid them falling. Hair should be well protected and tied during intercourse and one should never grab or pull them. To limit hair falling a wide tooth comb or tangle teezer should be used to comb the hair. With some models the weight of a smartphone will be enough to pull implanted hair out.

• Love holes – Love holes should always be used with proper lubricant. Failure to use adequate lubrication can damage the love holes. For silicone dolls please only use water based lubricant. Silicone based lubricant can damage silicone dolls. Love hole sizes are designed to accommodate average human proportions. If you have above than average proportions you may not be able to use the love holes properly or entirely.

• Armpits – Armpits are prone to tear. Tearing in armpit areas tend to happen to TPE dolls or when armpits are stretched too much or arms are maintained in an extreme position for a long period of time.

• Breasts – Doll breasts can deflate after several weeks or months depending on the model, the use and the way the doll is stored. This is particularly true for silicone dolls and dolls with larger breast sizes. Different maintenance solutions are possible to restore the breasts and most manufacturers have kits specially designed to refill the breasts. Please contact us if you need to order such a kit.

• Heating – The heating function of most dolls takes some time to warm the dolls because the heating wires are attached to the metal skeleton and it takes time to pass the warmth from the inside to the outside. Overheating could damage the TPE or Silicone and we don’t recommend leaving the heating function on consecutively for more than 30mins. In our opinion (confirmed by clients feedback) better results can be achieved by using a heating blanket to warm the surface of the doll from outside and a USB heater stick to warm the love holes. Take this option at your own risk. Issues are frequent with it and we don’t take any responsibility for malfunctions.

• Oral Functions – Please be advised that while it is technically possible to use soft silicone heads for oral functions, doing so can potentially cause damage to the doll. Repeated or forceful use of the oral function may result in:

  • Tearing of the Mouth Corners: The silicone material around the mouth area is delicate and can tear if subjected to excessive pressure or force.

  • Teeth Becoming Unglued: The teeth inside the silicone head are carefully attached, but repeated oral activity may cause them to become unglued or detached.

  We strongly recommend caution when using silicone heads for oral functions to avoid these issues. Any damage caused by such use is not covered under warranty, and we cannot be held responsible for replacements resulting from this type of damage.

• Auto-sucking vagina & electronic features – We advise against using the electronic features of dolls, specifically the automatic sucking vagina and moaning options. These features tend to malfunction, easily break, and receive negative feedback from customers. Furthermore, the automatic sucking vagina can cause serious injuries if it interacts with body parts, so use it at your own risk. We do not offer any after-sales service for the electronic options of dolls.
  If you choose to use the auto-sucking vagina, please note that it will likely render the anal canal of the doll unusable as the mechanism will block it. Additionally, it can make the vagina tighter, making it difficult or impossible for some individuals to use.

Also please read our FAQ section carefully to make sure that you won’t cause damage to your doll by mistake (i.e. letting your doll exposed to heat or leaving it for too long in an incorrect position). Damage caused by user negligence is not covered.

5.2 Damaged Items

• If you notice that your package and your doll have been seriously damaged during the shipping you have to refuse the package due to damage and file a claim immediately with the transporter. You can then ask for a return without any extra fee.

• Upon reception of your package we kindly ask you to make an unboxing video of the doll and control that nothing is missing or damaged.

• If your doll was ordered with the “Back Hole” option, please inspect and carefully test the Back Hole and its related hook function immediately upon receipt, and in any case within 48 hours of delivery. This inspection should be done before using, cleaning, powdering, oiling, dressing, or otherwise modifying the doll.

  If you believe the Back Hole or hook function is defective, please contact us within 48 hours of delivery with clear photos and/or a video showing the issue. Please do not use the doll while the case is being reviewed. If a return, inspection, replacement, or other resolution becomes necessary, the doll must remain unused and in its original packaging for sanitary and evidentiary reasons.

  Please note that once the doll has been used, cleaned, powdered, oiled, dressed, modified, or removed from its original returnable condition, it may no longer be possible to verify the original condition of the Back Hole or to accept a return for sanitary reasons.

• If you notice that your doll is damaged or some parts are missing, please file a claim immediately with the transporter and communicate the case number to us within 48 hours from receipt of your doll. We will take care of the remaining things for you. Please do not use the doll, please leave the doll in its original packaging and please don’t throw away the original packaging. In case the original packaging has been thrown away while the doll needs to be returned you will need to provide another packaging offering similar protection. By not using the doll we mean not cleaned, not stained, not powdered, not oiled and no sex whatsoever with the doll / torso / toy.

• Depending on the severity of the damage, we can either send you a replacement of the doll, replacement parts or repair kits. You must send the doll back to us within 14 days from receipt of goods if you choose to replace your doll, for sanitary reasons we only replace unused dolls.

• If a damage is deemed reparable, only a repair solution will be offered. Repair videos & material will be provided and the client will be expected in most cases to perform the repair him/herself.

• Damage on the doll can be caused by mishandling such as letting your doll exposed to heat, leaving it for too long in an incorrect position or dressing your doll with certain colorful clothes that could taint the TPE. As such, without a proper unboxing video, we will have no way of knowing who is responsible for the damages.

5.3 You changed your mind / cancelation policy

After placing your order you have 24 hours to modify or cancel it without any explanation, unless the product has already been shipped. Simply send us an email at [email protected] with the reference of your order to cancel and we’ll refund you immediately using the same payment method that you used to pay us.

Voluntary cancellations under this section incur a transaction fee of $100 + 7% of the order amount, except where mandatory law provides otherwise.

Made-to-order sex dolls, doll heads, and dolls with robotic features are produced in our partner factories in China and shipped directly from China. Fast Delivery dolls may ship from China or another fulfilment location, depending on availability and destination.

For a made-to-order doll, you can ask us to start production immediately. If you do so, you will no longer be able to modify or cancel the order.

For made-to-order dolls, after our voluntary 24-hour cancellation period—or immediately if you ask us to start production—the order can no longer be cancelled, subject to applicable mandatory law.

If your order has been placed choosing either Bank/Wire Transfer or PayPal Invoice in your own currency as payment method we expect you to confirm us by email within 24 hours after placing your order that you’ve proceed with the payment and that you agree with the proposed amount in case the payment is not done in USD and in case no foreign exchange rate has been agreed in advance.

Orders for which no confirmation of your intention of paying has been received within 24 hours or no payment has been received within 24 hours when PayPal Invoice in your own currency was chosen as payment method or no payment has been received within 4 working days when Bank/Wire Transfer was chosen as a payment method may be cancelled.

5.4 Shipping costs

You are responsible for paying the shipping costs when returning a product to us. We advise you to use a service that includes tracking for your shipment and insurance for products valued at more than $800. These shipping costs are non-refundable. Depending on where you live and the shipping method you use, the time it takes for us to receive your product will vary. Depending on the situation, you may need to send the returned package either to the factory in China or to our warehouse in Belgium. We will provide you with the appropriate return address once the return is authorized.

If a product is returned to us due to your gross negligence (such as not picking up the product on time from the courier’s facility or providing a shipping address that doesn’t exist), your refusal to accept the package (unless it is damaged) or your refusal to pay import taxes or VAT for countries where we indicated that the customer was responsible for paying those, you will be responsible for all the product’s return shipping and handling costs incurred to us. Those costs can exceed $1000 for heavy products.

5.5 Special disclosures and returns & cancelations conditions for European clients

European clients are protected by local EU regulation when purchasing items online from traders such a My Robot Doll. Online traders such as My Robot Doll have to disclose all relevant regulations to their clients.

As per European regulation we have to provide a link from our website to the Online Dispute Resolution platform: consumer-redress.ec.europa.eu/index_en

To save you some time you will see that under European regulation our returns & cancelations policy is basically identical to what has been described above under 5.1, 5.2, 5.3 and 5.4.

14 day cooling off period

In the EU you have the right to return purchases made online from traders such as My Robot Doll within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind and without a justification.

The 14-day cooling off period does not apply to all purchases. The first relevant exemption covers goods made to the consumer’s specifications or clearly personalised. Our made-to-order dolls, doll heads, and dolls with robotic features are non-prefabricated and produced based on your individual selections.

The second relevant exemption concerns the delivery of sealed products, which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after the delivery.

If you’ve already used your sex toy, sex doll, sex doll head or sex doll with robotic features to have sex, the 14-day cooling off period will expire immediatly. Also you won’t be able to ask for an exchange if your sex toy, sex doll, sex doll head or sex doll with robotic features is faulty or damaged if you’ve already used it.

These made-to-order products are produced and shipped from China. Fast Delivery dolls may ship from China or another fulfilment location. The withdrawal rules and exceptions above apply.

For products exempt on these grounds, we still offer the voluntary 24-hour cancellation period described in 5.3, unless you ask us to start production immediately.

The cooling off period expires 14 days after the day you received your goods. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.

How to cancel a purchase

For exempt products, the voluntary cancellation terms in 5.3 apply.

You must tell us that you want to cancel your purchase. It is not enough just to send the goods back. We provide you a model withdrawal form which you can use to tell us about your decision, but you don’t have to use it.

You can inform us and send back your goods at the same time, for example, by adding a written statement with the goods that you are returning by post, by sending an email at [email protected], or by completing an online returns and sending it by email at [email protected].

You must send the goods back to us within 14 days of informing us and at your own cost. Please refer to 5.4 for more details about shipping costs.

Getting a refund

As explained just above, refund for sex dolls, sex doll heads and sex dolls with robotic features is only possible within 24 hours after placing your order. After this 24 hours period you won’t be able to cancel your order for any reason.

We will give you a refund within 14 days of receiving your cancellation request. However, we will delay refunding you if we haven’t received the goods.

Our refund will include any shipping charges you paid when you made your purchase. However, we will charge you delivery costs if you specifically requested non-standard delivery (such as express delivery).

Model withdrawal form

If you wish to cancel your order you can fill up this form and send it to us by email at [email protected]:

I “YOUR FIRST NAME” “YOUR FAMILY NAME” want to cancel my order number “YOUR ORDER NUMBER”

placed the “YOUR ORDER DATE” with My Robot Doll / received the “YOUR RECEPTION DATE” (choose one of the two)

“YOUR ADDRESS”

“DATE”

5.6 Fraudulent or Abusive Dispute and Chargeback Policy

At My Robot Doll, we are committed to providing high-quality products and professional customer service. We understand that questions, concerns, and disagreements can arise, and we encourage customers to contact us first so we can review the situation and try to resolve any issue amicably and efficiently.

We also protect our business against fraudulent or abusive disputes and chargebacks. For the purpose of this policy, a dispute or chargeback may be considered abusive where objective evidence shows that the customer is using the payment dispute process in a way that is unreasonable, contradictory, premature, or inconsistent with normal good-faith cooperation.

Examples of conduct that may be considered abusive include, where supported by objective evidence:

• opening or escalating a dispute before a reasonable friendly resolution process has been exhausted, especially while the merchant is actively reviewing the issue or implementing requested corrections;
• refusing to answer legitimate and relevant questions necessary to understand or resolve the complaint;
• requesting changes or corrections while refusing to provide clear, actionable instructions, or refusing to answer structured questions intended to identify the requested changes accurately;
• making materially inconsistent claims about the order, the requested configuration, the product received, or the steps previously agreed between the customer and the merchant;
• submitting false or misleading statements such as knowingly claiming “unauthorized transaction,” “not received,” or “not as described” where the available evidence shows otherwise;
• opening repeated, duplicative, or overlapping disputes concerning the same transaction without materially new grounds;
• refusing reasonable evidence, inspection, return, or verification steps required under the applicable resolution process;
• making false or materially misleading statements about the condition, use, packaging, receipt, or return status of the product, including falsely claiming that an item was unused, unopened, not received, or returned in a particular condition where objective evidence indicates otherwise;
• submitting fabricated, manipulated, or materially misleading evidence in support of a dispute, including edited, AI-generated, or otherwise altered images, videos, or documents presented as if they were genuine records of the product, transaction, or condition of the item;
• attempting to retain both the product and the refunded funds, or otherwise using the dispute process as leverage in bad faith.

Policy on Fraudulent or Abusive Disputes and Chargebacks:

1. Investigation and evidence:
   Upon receiving a dispute or chargeback notification, we may investigate the claim and compile relevant evidence, including order records, written communications, validation photos, configuration details, shipping and delivery proof, return records, and payment security data where available (for example 3D Secure confirmation).
2. Cooperation requirement:
   We may request reasonable information from the customer to clarify the situation, such as photos, videos, confirmation of the exact issue, confirmation of configuration choices, or answers to structured questions intended to identify requested changes accurately. Where a return, inspection, or verification step is required under the applicable resolution process, the customer must follow the instructed procedure and provide the requested evidence. Refusing reasonable cooperation may prevent resolution and may be reported to the payment provider as part of our evidence submission.
3. Recovery of administrative and dispute-related costs in proven fraud or abusive dispute cases:
   If objective evidence supports that a dispute or chargeback was fraudulent or abusive, we reserve the right, to the maximum extent permitted by applicable law, to pursue recovery of:
   • the disputed amount;
   • our reasonable and documented administrative, handling, and recovery costs incurred in responding to the dispute and recovering funds, including third-party dispute fees charged by payment providers;
   • reasonable and documented direct logistics or storage costs caused by the dispute where shipment had to be suspended or reactivated;
   • and legal costs, interest, or other amounts as awarded by the competent court or authority.

   Where local law permits a preset administrative recovery fee in proven fraud or abusive dispute cases, we may claim an administrative recovery fee up to the maximum permitted by that law. As a reference, this fee will not exceed the lesser of 20% of the item’s value or USD $250 (or the equivalent in the transaction currency), unless a competent court awards a higher amount.

4. Effect of a dispute on shipment, storage, and reactivation of custom orders:
   If a payment dispute or chargeback is opened, we may suspend shipment and place the order on hold until the matter is resolved. If the customer later asks us to resume shipment, we may require written reconfirmation of the shipping address, phone number, availability to receive the parcel, and acceptance of the item in its current confirmed state.

   Where the dispute or delay causes additional direct costs, we reserve the right to charge reasonable and documented costs actually incurred as a result of the delay, including, where applicable, storage, reinspection, repacking, renewed handling, updated freight quotes, redelivery costs, or other logistics costs directly caused by the suspension of shipment.

   If the customer does not respond within a reasonable written deadline after the dispute is resolved, we reserve the right to place the order into a fresh logistics review. Depending on the circumstances, this may require updated shipping arrangements, a replacement arrangement, fresh production if operationally necessary, or a negotiated cancellation solution.

5. Legal action and reporting:
   In cases of proven fraud or objectively abusive dispute conduct, we reserve the right to pursue civil recovery and, where appropriate, report the matter to relevant authorities. This may include taking legal action to recover the funds and associated costs.

We urge customers to act responsibly and in good faith in their transactions. Fraudulent or abusive disputes increase costs for all consumers, undermine trust in the e-commerce ecosystem, and make it harder to resolve genuine concerns efficiently.

Consumer rights: Nothing in this section limits any statutory rights a customer may have under applicable consumer protection laws.

6.1 Who is importing the products

As you will read in 6.3, we offer by default a service that helps you pay import duty in advance if you live in the United States, European Union and United Kingdom. This service is also available as a paid option in other countries such as Canada, Australia, Mexico, Singapur or Malaysia .

The paid option service is not selected during checkout. It is reviewed and arranged later, once your doll has been completed and delivered to the shipping company. At that stage, the final package dimensions, weight, and declared value are confirmed, allowing the logistics provider to calculate the exact shipping cost. We will then share the quotation with you and, upon your approval, provide a payment link.

Made-to-order dolls, doll heads, and dolls with robotic features are produced in our partner factories in China and shipped directly from China. Fast Delivery dolls may ship from China or another fulfilment location, depending on availability and destination.

Our sex toys and accesories are also shipped to you directly from China.

We work with logistics partners to transport products from the applicable factory or fulfilment location to your home. They may use carriers such as UPS, FedEx, or DHL, depending on the most suitable option for your destination. You will receive a tracking number once the package has shipped.

For products shipped directly from China, the customer is the importer unless the agreed shipping service provides otherwise, and the customs terms in 6.3 apply. For Fast Delivery items shipped from another location, the importer and any duties or taxes depend on the actual shipping route and service.

This is the most efficient way of doing it for customized dolls and the way most doll vendors operate. We just want to be completely transparent about the way it works.

6.2 Use tax, disclaimer for U.S. customers (no nexus states)

Sales tax will not be collected for purchases shipped to states where we do not have a tax nexus. In such cases, no tax amount will appear on the total amount to pay during checkout.

If you reside in a state where we do not collect sales tax, you may be responsible for reporting and remitting use tax on your purchase in accordance with your state’s tax laws. Use tax is generally the same rate as your state’s sales tax, which may also include additional local taxes imposed by your county or municipality. This tax applies to taxable purchases made online or from out-of-state sellers who do not collect sales tax.

Please review your state’s tax regulations or contact your state’s tax authority for more details on your responsibilities. We recommend consulting with a tax professional if you have questions about compliance.

6.3 Customs Duties and Clearance for Shipments from China

Tax Changes

The tax information provided below reflects our current understanding and the regulations in effect at the time of purchase. However, tax laws and rates may change without prior notice, and any such changes could impact your order after it has been placed. We cannot guarantee that the rates or requirements in place at the time of checkout will remain the same when your order is delivered. Any additional taxes or fees arising from changes in legislation will remain the customer’s responsibility.

For references purposes the torso is defined as the central section of the human body, extending from the neck down to the pelvis.

We take care of customs clearance for the EU. For the remaining countries the process is quite straightforward and we’ll do our best to assist you. Problems are rare but please be reactive to customs questions if they occur to receive your doll on time.

As always for imported high-end products, additional efforts or documents might be needed to get your sex doll on time for customers in Canada, Australia, New Zealand, Japan, Singapore, Taiwan, UK, Norway, Romania, Switzerland, Israel and Serbia.

For full-size sex dolls and sex dolls with robotic features, we offer by default a service that helps you pay import duties in advance if you live in the European Union. In other countries such as Canada, or Australia, this service is available as a paid option. Customers in the Canada, Australia, New Zealand, Japan, Singapore, Taiwan, Norway, Romania, Switzerland, Israel, and Serbia may still be subject to local customs duties depending on national regulations.

Due to significantly higher shipping costs to Israel & Turkey we charge an extra $100 to $300 shipping fees depending on the package weight & size to deliver to those two countries, please contact us at [email protected] for more information.

For small packages (i.e. sex toys, small accessories, sex doll heads, glue …) we never offer delivered duty paid service or custom clearance and you will randomly have to pay custom duties on your purchase no matter where you live.

We aim to amaze our customers and get you the BEST to construct a long lasting relationship!