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Billing, Production, Shipping & Returns Info – My Robot Doll

1. Discreet billing:

Your purchase will be billed under the name “Skylite SRL”, which is the official name of our company. This is the identifier that will appear on your credit card or billing statement. Please be aware of this to avoid any confusion upon reviewing your statement.

2. Manufacture lead time:

2.1 Existing collection

Production Lead Time
Brand	Average Lead Time
Tayu	60 days
Irontech Silicone	60 days
Elsa Babe	35 to 50 days
WM Doll TPE	2 to 3 weeks
Aotume TPE	35 to 45 days
Aotume Silicone	35 to 60 days
Fabric Dolls	60 days
Starpery TPE	4 to 6 weeks
Starpery Silicone	6 to 8 weeks
Sanhui with wig	2 to 3 weeks
Sanhui with hair implantation	4 to 5 weeks
MZR Doll	2 to 3 weeks
Gynoid	8 to 12 weeks
Sino-doll with wig	30 days
Sino-doll with hair implantation	At least 45 days (+15 days with hair implantation)
Sino-doll with RS Options	At least 60 days (+15 days with hair implantation)
T-Sino with RS	At least 45 days (+15 days with hair implantation)
T-Sino with RRS	At least 60 days (+15 days with hair implantation)
SE Doll	2 to 3 weeks
Siliko Doll	3 weeks
Other Silicone Dolls	3 to 6 weeks
Other TPE Dolls	2 to 4 weeks

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

3. Prior Shipping:

For custom made dolls, torsos or toys shipped from China we will systematically send you pre-shipment photos once your order is ready so that you can validate the product before shipping.

Pre-shipment validation emails will be sent from the email address support@myrobotdoll to the email address you provided when placing your order.

No order will be shipped without your validation so please make sure to whitelist our email address support@myrobotdoll and to control your emails regularly, including your spam box.

If no answer is received within 5 business days we will try to contact you using a different method such as sending a SMS to the phone number you provided when placing your order.

No pre-shipment photos are provided for in-stock dolls.

If you have additional requests we can make adjustments or modifications at your expense. Please note that it might slow down the shipping process and delay the reception of your doll.

4. Shipping & Packaging:

4.1 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 & Canada: 7 to 12 days
• European Union & UK: 5 to 8 weeks
• Switzerland & Norway: 10 to 15 days
• Australia, Israel, Turkey, New Zealand: 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)

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.

4.2 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.

4.3 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. Returns & Cancelations:

5.1 Faulty Items

If default options are chosen and your doll looks different from 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 will send 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 default options 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:

• Minor skin color differences or imperfections – minor color differences and skin imperfections are quite normal on sex dolls due to the way TPE or Silicone is injected into the molds. Your doll will be unique. Skin color will also always look a bit different on a screen or on photo versus real life and depending on the light it’s exposed to.

• Mold marks – all dolls are molded which usually leaves marks at the TPE or Silicone injection point (usually at the back of the doll near the neck) and at the place where the mold is closed (usually on the side of the doll). For Silicone dolls those marks are impossible to avoid completely and to repair due to the fact that (unlike TPE dolls) heat can’t be used to melt the Silicone once the doll has been molded.

• 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.

• 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 – Most dolls are heavy and it is often very challenging to make a doll stand by itself without a third contact point. This usually requires a lot of experience, patience and a third contact point. One can use a wall, a back hook or a dedicated device as third contact point. Before making a doll stand one has to make sure that its feet are flat, ankle joints are not bent and its weight is evenly distributed on both feet. A pair of socks and shoes are highly recommended before putting it carefully on the floor. Without proper protection, uneven distribution of weight or if the doll isn’t put gently enough on the floor, the feet could be damaged. One should never attempt to make a doll stand if the doll doesn’t have the proper standing features: standing with bolts/caps or standing without bolts. We strongly advice against leaving dolls standing for too long. This is especially true for dolls heavier than 25kg. Most dolls should never be stored or left overnight in standing position.

• 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 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 support@myrobotdoll 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.

All orders cancellation will incur a transaction fee of $100 + 7% of the order amount.

We have no stock of sex dolls, sex doll heads or sex dolls with robotic features. They are all produced on demand in our factories in China and shipped directly to you from China. Since all our dolls are produced on demand we’ll wait 24 hours to give you the opportunity to change or cancel your order before launching the production.

If you want to speed up the production time you can ask us to launch the production immediately after receiving your order. If you do so, the production will be launched immediately and you won’t be able to modify or cancel your order anymore.

After the 24 hours cooling off period or if you explicitly asked us to launch the production of your doll immediately, the production of your sex doll will begin and you won’t be able to cancel your order anymore for any reason.

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 being goods made to order or clearly personalised such as all the sex dolls, sex doll heads and sex dolls with robotic features that are sold by us on our website.

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.

We have no stock of sex dolls, sex doll heads or sex dolls with robotic features. They are all produced on demand in our partner factories in China and shipped directly to you from China. As a result, under European regulation, you will not be protected by the 14-day cooling off period when purchasing sex dolls, sex doll heads and sex dolls with robotic features from us.

You will still be protected by our own 24 hours cooling off period as described in 5.3 that allows you to cancel or modify your order without any explanation within 24 hours after placing your order, unless you explicitly asked us to waive that right to speed up the production process.

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

As explained just above, cancelation 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.

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 support@myrobotdoll, or by completing an online returns and sending it by email at support@myrobotdoll.

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 support@myrobotdoll:

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. Import Taxes, Sales/Use Taxes, and VAT: How They Work

Due the new European Union VAT rules as of 1 July 2021 we only accept orders from clients located in the European Union if the order amount is above 200€.

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.

We have no stock of accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features.

To allow you to fully customize your doll and to optimize shipping time, all our sex dolls, sex doll heads or sex dolls with robotic features are produced on demand in our partner factories in China and shipped directly to you from China by our logistic partners.

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

We are working with local logistic companies for the transport of your products between our partner factories and your home. They will ship the package to you via shipping companies such as UPS, FedEx or DHL depending on the most optimal solution for your destination country. You will receive a tracking number as soon as the package has been shipped.

At no point in time will My Robot Doll own the accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features bought on our website and sent to you from China when they enter your destination country. As a result, you will be the person importing the accessories, sex toys, sex dolls, sex doll heads or sex dolls with robotic features and the person responsible for paying import taxes and VAT.

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

Full Size Sex Dolls
Countries	Custom Clearance	Import Duties	Average Shipping Time
USA	Included	Prepaid Included	7 to 12 days
European Union & UK	Included	Included	5 to 8 weeks
Norway, Serbia, Switzerland	Not Included	Not Included	10 to 15 days
Chile, Israel, New Zealand, South Africa, Turkey	Not Included	Not Included	10 to 25 days
Canada	Optional (Paid)	Not included (Optional Prepayment Available)	7 to 12 days
Australia	Not Included	Not Included	10 to 15 days
Singapore	Included	Included	5 to 8 days
Japan & Taiwan	Not Included	Not Included	5 to 8 days
Countries Not Listed Above	Not Included	Not Included	Case By Case
Custom Clearance And Import Duties Are Never Included For Small Packages! Torsos are NOT considered Small Packages.

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 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 Australia & New Zealand 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 support@myrobotdoll 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!

7. Pre-shipment photos:

Pre-shipment photos of your doll may be used for marketing purposes unless you explicitly ask us not to. With the exception of the destination country we don’t disclose any personal information about our customers while using those pre-shipment photos.

8. Governing Law and competent courts:

These Terms of Service and any separate agreements whereby we provide you Services or Products shall be governed by and construed in accordance with the laws of Belgium.

The competent courts in the event of a dispute are the courts of Brussels, Belgium.

9. Important warning about our products:

All the products we sell should only be used by adults in good physical condition.

Dolls are heavy products that could cause serious injury to people or even death if they fall on someone.

In the same way, dolls can also cause serious damage to objects or property when falling.

Dolls are not stable while standing. If you wish to put your doll in a standing position or in any position where it could fall, it is your responsibility to ensure it is sufficiently stable and will not fall on anybody or anything.

Dolls can be very heavy and should only be carried by people in good physical condition and with sufficient strength.

We recommend that dolls weighing more than 20 kg/44 lbs be carried by at least two people.

Like any heavy object, carrying a doll without proper strength and a good physical condition could cause serious injury.

Dolls having exterior bolts on their feet can cause damage to objects or floors (for instance, wooden floors). Please ensure the feet and/or the floor are sufficiently protected to avoid damages.

The heating feature of dolls is notoriously problematic and we decline any responsibility related to the use of this function: overheating can damage the doll, lead to serious injury or death, and/or cause fire. The function can also cause short circuits and/or electrocution. Please use this function at your own risk and please monitor the doll at all times when this function is turned on or when the doll is plugged. We don’t provide any after sales service for this option.

We also don’t recommend the use of dolls’ electronic options such as the automatic sucking vagina option or the moaning option. Those gimmicks are randomly working, break easily, and client feedback is generally negative. Electronic options such as the automatic sucking vagina option that interact with body parts can cause serious injuries. Please use those options at your own risk. We do not provide any after sales service for dolls’ electronic options.

10. Provision for order cancellation due to website errors:

At My Robot Doll, we strive to ensure accuracy and reliability in all aspects of our service. However, on rare occasions, our website may display incorrect information due to technical glitches, bugs, or other unforeseen errors. In such cases, we reserve the right to void orders that are affected by these issues. This includes, but is not limited to, the following scenarios:

1. Incorrect options or configurations: If a bug or error results in an order being placed with incorrect product options or configurations that are not actually available or intended for sale, we may need to cancel the order. We will promptly notify you and offer assistance in placing a new order with the correct options.
2. Mispricing: Prices displayed on our website are subject to change. In the event of a clear mispricing caused by a website error, orders placed with these incorrect prices may be cancelled. We understand the inconvenience this may cause and will work with you to find a suitable solution, such as reordering at the correct price.
3. Expired discounts or promotions: Occasionally, expired discounts or promotions might erroneously remain visible on our product pages. Orders placed with such expired offers are subject to cancellation. We will inform you of such occurrences and provide guidance on how to proceed with a new order without the expired discount.

In all cases, our team is committed to providing clear communication and support to resolve any issues promptly and satisfactorily. If your order is affected by any of these scenarios, our customer service team will reach out to you directly to discuss the next steps.