Returns, refunds and right of withdrawal

Venera Dolls sells real dolls, bodies, heads, intimate accessories and products configured according to the customer’s choices. Many items are prepared, ordered or sent into production based on the specifications selected at checkout.

The right of withdrawal may be excluded, among other cases, for goods made to the consumer’s specifications or clearly personalized, and for sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

For these reasons, real dolls, bodies, heads, made-to-order products, customized items and intimate or sexual products cannot be returned for a simple change of mind, unless a different legal obligation applies to the specific case.

An order can only be cancelled or modified before processing, preparation or final confirmation to the manufacturer or supplier has started.

Once the order has been confirmed to the manufacturer, put into production or started according to the customer’s specifications, it can no longer be cancelled or modified.

To check your order status, contact us as soon as possible at sales@veneradolls.com.

We invite the customer to carefully inspect the package upon delivery. In case of visible transport damage or an obvious issue, we recommend contacting us within 48 hours of delivery.

The report should include the order number, a clear description of the issue, photos of the received product, photos of the outer and inner packaging and a photo of the shipping label, if available.

After reviewing the case, we may offer replacement, shipment of the missing or correct component, partial refund, full refund or another reasonable solution agreed with the customer.

If the product received does not match the customization options actually ordered and the error is attributable to Venera Dolls or the manufacturer, the case will be reviewed and handled with the most appropriate solution.

The solution may include replacement, shipment of the correct component, partial refund or full refund in more serious cases.

Choices correctly made by the customer during checkout and later no longer preferred are not considered errors attributable to Venera Dolls.

Many products sold on Venera Dolls are handmade or hand-finished. For this reason, slight variations in tone, texture, surface finish, small aesthetic details or visual rendering compared to illustrative or promotional images must be considered normal production tolerances.

These variations do not in themselves constitute a defect or a valid reason to request a refund or replacement, unless the product shows an actual non-conformity with the order.

This information does not limit the consumer’s legal rights in case of lack of conformity of the goods.

For new goods sold to consumers, the legal guarantee of conformity remains applicable within the limits and under the conditions provided by applicable law.

If, after reviewing the case, a refund is approved, it will be issued through the original payment method used by the customer.

The actual credit timing may depend on the bank, card network or payment provider used.

For any request related to orders, delivery issues, configuration errors or after-sales support, you can contact us at sales@veneradolls.com.

We recommend always including your order number and a clear description of the request so that we can handle it faster.