Return and Refund Policy
Last updated: December 24, 2025
"Each SoulBJD is a custom-made work of art, crafted specifically for you upon ordering. Because of the highly personalized and handmade nature of our dolls, we have strict guidelines regarding returns and refunds. Please read them carefully before adopting a doll."
1. Order Cancellations
We offer a strict 24-hour grace period for all new orders. If you change your mind, you may cancel your order within 24 hours of placement for a full refund. After 24 hours, your order goes into the resin casting and production queue. Therefore, no cancellations or refunds will be accepted after the 24-hour window has passed.
2. Non-Returnable Items (Buyer's Remorse)
Because our dolls, face-ups, and accessories are made-to-order based on your specific choices (size, resin color, makeup), we do not accept returns, exchanges, or issue refunds for "change of mind" or "buyer's remorse." All sales are final once the production begins.
3. Damaged or Incorrect Items
We carefully inspect and pack every doll before shipping. However, if your doll arrives severely damaged in transit or if we sent the wrong item (e.g., wrong sculpt or wrong skin color), we will take full responsibility.
To claim a replacement or repair, you MUST follow these steps:
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Contact us at support@soulbjd.com within 7 days of the delivery date.
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Provide a clear Unboxing Video. The video must show the package completely sealed before opening, and capture the opening process and the damage in one continuous, unedited take. Claims without an unboxing video will be automatically denied.
4. What is NOT Considered a Defect
Due to the traditional methods of resin casting and hand-painting, certain characteristics are inevitable and are not eligible for returns or refunds:
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Seam Lines & Sanding Marks: Minor seam lines and faint sanding marks (especially on Tan/Dark resin) are normal.
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Minor Color Variations: Slight differences in resin color from batch to batch, or slight color discrepancies between your monitor and the real item.
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Handmade Face-up Variations: As our face-ups are 100% hand-painted, slight asymmetry or microscopic dust within the sealant layers can occur.
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Resin Marbling: Very faint swirling or uneven pigment (marbling), which is a common trait in deeply pigmented (Tan) resin.
5. Refund Processing
If a refund is exceptionally approved by our team (e.g., in the case of a lost package confirmed by the courier, or an approved cancellation within 24 hours), the refund will be applied to your original method of payment (via Stripe). Please note that it may take 5–10 business days for your bank or credit card company to process and post the refund.
6. Jurisdiction & Legal Compliance
Our studio operates out of New Zealand, and these policies are governed by the Consumer Guarantees Act and applicable New Zealand consumer protection laws. For our international collectors, please be aware that any return shipping costs, as well as original import taxes or customs duties, are non-refundable and remain the responsibility of the buyer.
