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The Genie Guarantee

The Genie Guarantee

At Sex Doll Genie, we realize how important your doll is to you. At the same time, we also recognize the investment you make when purchasing a sex doll. These dolls aren't cheap! When you purchase a product of such high value, you expect to get what is advertised on the website. 

Too often there are instances of sellers misguiding or cheating customers, selling subpar products and overall providing a far from acceptable service. This gives this community a bad name and is something we are trying to make a stand against. This community, for us at SDG, is fundamentally about giving and receiving love and tender care. So promise to not compromise on that. You can read more about our core values here.

As a couple-owned business (we're a husband and wife), we have created the Genie Guarantee for your 100% Satisfaction Guarantee. We hope this gives you peace of mind and not sour the excitement of a new doll on the way. 

What is the Genie Guarantee?

We offer a guarantee on every doll or accessory purchased from us. In order to protect our customers and give them the peace of mind, we created the guarantee to ensure you know you are buying from a trusted seller who has your best interest at heart.

In short, we make a commitment to you that if there is a mistake with your order, any defects or any other problems, we will either fix the issue (at no cost to you) or replace the doll for free. No fine prints, no caveats - no BS!

On top of that - oh, this you'll love - during the ENTIRE lifetime of your doll, you will receive support from us with repairs. That includes short email/video tips on how to make quick fixes at home or a full-blown surgery in one of our repair centers. This primarily applies to the dolls you bought at SDG (proof required), but c'mon we're not animals! If you desperately need to repair your non-SDG dolls we'll still hook you up :)

Am I automatically covered?

Yes, as soon as you check out your doll product from our store, you are automatically covered by the Genie Guarantee. There is no need to opt in, no minimum order value requirements or other long winded refund processes. As long as you have bought your product from us and we have a record of this, you are covered.

Is this not normal across all vendors?

It does seem like a no-brainer, doesn't it? Sadly most sellers will not cover this. The easy excuse being the "nature of the product". Obviously, one doesn't need to accept returns on "used" dolls due to hygiene reasons, but if the doll is unused and arrives in unacceptable condition then we believe that every attempt to make it right is in play. 

And why nobody helps with repairs? That one we can't wrap our heads around either. Seems like a pretty obvious thing to do. 

How do you minimize any issues?

Unlike most sellers, our dolls go through a meticulous quality control process. That involves us checking the dolls via images and video whilst in the factory to catch any production defects. After this, the doll is sent to us where it is physically inspected. Again, any issues are corrected before being shipped to the customer. This means the doll goes through double checking process before it leaves our facilities. 

How does the Genie Guarantee work?

When you receive the doll we suggest that you thoroughly inspect it from head to toe before using. This is a very important step. If you discover that there is an issue with your doll or it has been damaged, please report it to us within 24 hours at support@sexdollgenie.com. It is also important to include as much detail as possible including any images and videos in your email to us. We can begin the process to resolve the issue.

Are dolls that are used covered?

In order for us to offer an exchange on the doll or repairs, you must ensure that the doll is in “new” and "unused" condition, as it arrived. Any sexual contact with the doll will show up under our safety checks and we will not be able to offer an exchange. We have very strict hygiene regulations in order to ensure one used doll doesn't contaminate any other dolls. So, if you have used your doll, please understand that we cannot accept it for return/refund. However, we can help you repair the damage. Please get in touch with our support to arrange repairs. 

What is not covered under the guarantee?

 

Skin imperfections – minor skin imperfections are quite normal on sex dolls as the TPE is injected into the molds. These should be viewed as features of your doll rather than defects. Any major defect would be spotted prior to you receiving the doll and fixed.

Finger & Toe Nails – The nails on the dolls can often become loose during shipping as a light amount of nail glue is used to ensure they can be removed by the user, painted and reattached should you so wish. If they are loose simply remove them at re-apply with the nail glue.

Eyelashes – when shipping the doll, we pack them with a protective eye mask to protect the delicate eye area of the face. If the lashes do become loose, simply use TPE safe eyelash and nail glue to reattach them.

Makeup Differences – every single doll that is made has been custom created just for you. We take extreme care to match the doll's makeup to the photos on the website. However, due to the custom work done on each individual doll, every doll will be unique and differ slightly. Should there be a substantial difference, we will spot it in quality control before the doll reaches you.

Used Dolls – as above, any dolls which have been used will not be eligible under the Genie Guarantee.

User Damage – If any damage is deemed to be suspicious and user-generated, it will not be covered. This covers damages due to hyperextending of limbs, keeping the doll sitting for too long, scratch marks, etc. We reserve the right in this instance to no longer honour the guarantee.

  

The Genie Price Match Guarantee

 Did you find a better price?

Click the Request Price Match button on any of our product pages and we will match the lowest price.

Limitations:

  • Only if the other seller is also selling genuine, certified dolls. We cannot match prices of sellers who sell inferior black-market dolls (incl. AliExpress, AliBaba, DHGate, etc)
  • The doll must be identical, (i.e., size, model, quantity, brand, color)
  • The doll must be in-stock at the time of the price match request
  • Not valid on offers advertised as a percentage off or dollar off on competitor site (e.g., "15% off" or "$5 off")
  • Not valid on damaged, used, or refurbished dolls
  • Not valid on dolls that other retailers have listed as clearance, closeout, liquidation, special hour/flash/limited quantity offers

 


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