Returns for adult companion dolls, in one sentence
You cannot return an adult companion doll for change of mind (wrong size or “not for you”), opened or not; wrong item, missing item, quality defect, or transit damage must be emailed to [email protected] within 72 hours of delivery with a continuous unboxing video or clear as-received photos.
This FAQ is for adults (18+) who want citeable facts before—or right after—a delivery. Full legal wording stays on Returns & Refunds. Shipping details: Shipping & Delivery.
Why this policy differs from a typical store
These are personal, intimate products. Once a form ships into someone’s private space, a “try it and send it back” loop does not fit the same way as clothing or gadgets. That is why Virtua Companion’s policy is simple and different: change of mind is not accepted, while store-side mistakes and transit harm still get a clear fix path.
Nothing in this education piece replaces the written policy page, and nothing here limits rights you may have under applicable law. When in doubt, email support and ask for a straight answer—or request a written copy of the policy.
What is not accepted (change of mind)
We do not accept returns or exchanges for change of mind. That includes:
- Ordering the wrong size
- Deciding the item is not for you
- Whether the package has been opened or not
If you are still choosing a form, pause on Shop, compare sizes and materials (TPE vs silicone), and read care notes in the Care Center before you pay.
What is covered (wrong item, missing, defect, transit damage)
Check your order as soon as it arrives. Email [email protected] within 72 hours of delivery if:
- We sent the wrong item
- Something is missing from the order
- There is a quality defect
- The item was damaged in transit
Wrong item is our mistake, and we will put it right under this path.
Evidence that makes a claim usable
Include evidence with your email—one of these:
- Continuous unboxing video: sealed package with shipping label visible → unbroken open → contents, shortage, or damage clearly shown
- Clear photos that show the sealed/as-received package, the open package, and the defect, shortage, or damage
Still photos alone are enough if they clearly document the claim. Claims made more than 72 hours after delivery, or that include neither a usable continuous unboxing video nor usable clear photos as described above, cannot be accepted under this policy.
What happens after approval
Once we approve your report:
- We reship the correct item, the missing item, or a replacement at no cost to you within 14 days of approval
- If we cannot reship (for example, the item is out of stock), we give a full refund, including any shipping you paid
Do not send anything back unless we ask. If we do ask, we pay for the return shipping.
How refunds work (when approved)
Approved refunds go back to your original payment method within 7 business days of approval. Your bank may take a few extra days to show it.
What warranty and normal wear mean here
To the extent permitted by law, no warranty is offered on any product. Normal wear, care issues, and damage from use are not covered. Some states do not allow limitations on implied warranties, so that limitation may not apply to you. Care habits matter: see how to clean and dry your companion and storing your companion safely.
Soft bridges (Care / Stories / Shop)
Policy: full rules on Returns & Refunds and Shipping & Delivery.
Stories: material is not meaning — loneliness is not a product defect, companion vs partner, TPE vs silicone.
Care: Care Center before first unboxing.
Shop (optional): browse current forms with prices on Shop. Adults 18+ only.
Can I return an adult companion doll if I change my mind?
No. Virtua Companion does not accept returns or exchanges for change of mind—including wrong size or deciding an item is not for you—whether or not it has been opened.
How long do I have to report a defect or transit damage?
Email [email protected] within 72 hours of delivery, with a continuous unboxing video or clear photos that document the sealed/as-received package, the open package, and the defect, shortage, or damage.
Do I need an unboxing video, or are photos enough?
Either works if usable: a continuous unboxing video (sealed with label → unbroken open → contents/damage) or clear photos covering sealed/as-received, open package, and the problem. Claims without usable video or photos under this description cannot be accepted under this policy.
Will you pay return shipping if you ask me to send something back?
Yes. Do not ship anything back unless asked. If we ask, we pay for the return shipping. After approval we usually reship a fix within 14 days; if we cannot reship, you get a full refund including shipping paid.
How fast do approved refunds appear?
Approved refunds return to the original payment method within 7 business days of approval. Your bank may take a few extra days to show the credit.
Is there a product warranty for normal wear?
To the extent permitted by law, no warranty is offered; normal wear, care issues, and damage from use are not covered. Some states limit how far that language can go—see the policy page and ask support if your situation is unclear.