Official Policy
Warranty & Quality Guarantee
Every THEDOLLWIVES companion is crafted to the highest manufacturing standards. This policy outlines the protections included with every purchase.
Skeleton Frame
2-Year Warranty
Electronic Modules
1-Year Warranty
TPE / Silicone Body
90-Day Defect Cover
Accessories & Wigs
30-Day Defect Cover
Overview
THEDOLLWIVES stands behind every product we ship. Our warranty covers manufacturing defects present at the time of delivery and applies to the original purchaser only. Coverage begins on the date your order is delivered and is non-transferable.
All warranty claims must be submitted through our official support channel. Photographic or video evidence of the defect is required before a resolution can be issued. We aim to respond to all warranty inquiries within 2 business days.
Coverage at a Glance
| Component | Period | Manufacturing Defects | Accidental Damage | Wear & Tear |
|---|---|---|---|---|
| Metal Skeleton / Joints | 24 months | Covered | Not Covered | Not Covered |
| Heating Module | 12 months | Covered | Not Covered | Not Covered |
| Sound / Moaning Module | 12 months | Covered | Not Covered | Not Covered |
| TPE Body — Factory Tears / Seam Splits | 90 days | Covered | Not Covered | Not Covered |
| Silicone Body — Factory Voids / Delamination | 90 days | Covered | Not Covered | Not Covered |
| Eyes, Teeth & Fixed Inserts | 90 days | Covered | Case by Case | Not Covered |
| Wigs & Removable Hair | 30 days | Covered | Not Covered | Not Covered |
| Garments & Accessories | 30 days | Covered | Not Covered | Not Covered |
Detailed Policy Terms
The full-body stainless steel or alloy skeleton and all articulating joints are warranted against manufacturing defects for 24 months from the delivery date. Covered defects include:
- Joint seizure or permanent locking caused by a factory assembly fault
- Structural breakage of a limb rod or spine section under normal, intended use
- Weld failures or separation at factory joint points
- Corrosion originating from defective material, not external exposure
Normal range-of-motion fatigue after extended use is considered wear and is not covered. We recommend consulting our care guide for proper posing techniques to maximise skeletal longevity.
Heating and sound modules are covered for 12 months. Covered failures include:
- Heating element failure to reach rated temperature under correct voltage
- Uneven or patchy heat distribution caused by a factory wiring defect
- Sound module producing no audio output despite correct charging and operation
- Battery failure to hold charge within the first 90 days (battery degradation after 90 days is considered normal wear)
- Factory-defective USB charging port or connector
Modules must be operated within the voltage and temperature specifications printed in the included product manual. Damage caused by use of third-party chargers or adapters is not covered.
Body material defects are covered for 90 days from delivery. Qualifying defects are those attributable solely to manufacturing and include:
- Seam splits or tears present at delivery or emerging within 30 days under normal handling
- Internal air voids or bubbles causing surface collapse
- Delamination of the silicone skin from the underlying foam or gel core
- Discolouration or bleed originating from factory pigment defects (not staining from external materials)
Please note: TPE and silicone are porous, temperature-sensitive materials. Surface crazing, micro-tears, or softening caused by prolonged exposure to heat, sharp implements, harsh chemicals, or improper storage are considered owner-induced damage and are not covered under this warranty.
The following are explicitly excluded from all warranty coverage:
- Physical damage resulting from dropping, impact, or exceeding the recommended weight-bearing limits
- Staining, discolouration, or material degradation caused by dye transfer from clothing or bedding
- Damage caused by use of silicone-based lubricants on TPE material, or oil-based products on silicone material
- Cracking or brittleness caused by storage in direct sunlight or temperatures exceeding 45 °C / 113 °F
- Odour absorption or bacterial damage due to improper cleaning and storage
- Joint overextension beyond the recommended angle range as described in the care guide
- Cosmetic wear to face paint, lip colour, or eyebrow pigment under normal use
- Products that have been modified, repaired, or altered by any party other than THEDOLLWIVES
- Damage caused by unauthorised third-party accessories or attachments
- Products purchased from unauthorised resellers or third-party marketplaces
To initiate a claim, please follow these steps:
- Contact our support team via the email or form below within the applicable warranty period
- Include your order number and proof of purchase
- Provide clear photographs or a short video clearly showing the defect
- Describe when and how the issue was first noticed
Once submitted, our team will review your claim within 2 business days. Approved claims will be resolved via repair, replacement of the affected component, or — where repair or replacement is not feasible — a partial or full store credit at our discretion. We do not offer cash refunds under the warranty program; please refer to our Returns & Refunds Policy for return eligibility.
Return shipping of defective units may be required for assessment. THEDOLLWIVES will cover return shipping costs for claims confirmed as manufacturing defects. Shipping costs for items determined to be owner-induced damage are the responsibility of the customer.
This warranty is the sole and exclusive remedy available to the purchaser with respect to product defects. THEDOLLWIVES shall not be liable for any incidental, special, or consequential damages arising from the use of, or inability to use, the product.
This warranty gives you specific legal rights, and you may also have other rights which vary by jurisdiction. Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.
THEDOLLWIVES reserves the right to amend or update this warranty policy at any time. The policy in effect at the time of your original purchase will govern your warranty coverage.
Need to Make a Claim?
Our aftercare team is available Monday – Friday, 9 AM – 6 PM (CST). We aim to respond to all warranty inquiries within 2 business days.
Contact SupportThis warranty applies to purchases made directly through THEDOLLWIVES official website only. Coverage is non-transferable and applies to the original purchaser. Last updated: June 2025.