Returns & Refunds

Quick guide

The essentials in 30 seconds

Time limits

Return timeline

Use this timeline to check where your order stands. All day counts below are the ones that apply to your request.

1. Day 0: Order deliveredThe 40-day application period starts on the next calendar day.
2. Within 40 calendar days from the day after delivery: Submit the return request by emailWrite to [email protected] with your order details. Requests submitted after this period may not qualify for a change-of-mind return. This does not limit any statutory rights that apply to your purchase.
3. After return instructions are issued: Send the item within 14 calendar days and provide tracking or proof of postageShip only to the return address confirmed by AnimeBJD, and keep your tracking number or postage receipt.
4. After the return arrives: Inspection usually within 3 business daysWe check the item against the eligibility and condition requirements below.
5. After eligibility is confirmed: Refund usually initiated within 2 business daysThe refund goes back to your original payment method.
6. Payment provider processing: Usually 5–10 business daysThe exact arrival time depends on your bank, card issuer, or payment platform and is not fully controlled by AnimeBJD.

Eligibility

Which standard items can be returned for a change of mind

The following standard items are eligible for a change-of-mind return when the request is submitted on time and the item meets the condition requirements below:

• Standard blank doll
• Doll with the standard faceup shown or described on the product page
• Standard full set doll

A standard item that is produced after you order is still, in principle, eligible for a change-of-mind return. Production after ordering does not automatically make an item personalized. Choosing a skin tone, a standard faceup, or a standard configuration from the listed page options does not automatically turn the item into non-returnable personalization either.

Item condition

Condition requirements for standard returns

For a change-of-mind return, the item should remain unused, unaltered, and undamaged, and must be returned with the accessories, documentation, and accompanying items originally supplied with the order:

• Unused
• Without a new or altered faceup
• Not sanded
• Not dyed
• Not glued or bonded
• Not modded or altered
• Not damaged
• Returned with the accessories, documentation, and accompanying items originally supplied with the order

You may inspect the item as far as necessary to check its nature, appearance, and function. If inspection goes beyond reasonable checking and reduces the value of the item, AnimeBJD may deduct a corresponding amount for the diminished value where applicable law allows. Normal inspection alone is not treated as use, and unpacking to check the item does not automatically remove return eligibility.

Personalization

What counts as genuine personalization

Standard made-to-order production and genuine personalization are different things. The following are usually genuine personalization:

• Exclusive faceup made from a photo provided by the buyer
• Exclusive faceup made from the buyer’s original character
• Special carving requested by the buyer
• Modification requested by the buyer
• Non-standard size requested by the buyer
• Permanent engraving
• Name marking
• Exclusive pattern
• Any other item made to the buyer’s personal requirements that cannot be resold as a standard item

Genuinely personalized items may not be eligible for a change-of-mind return. They remain covered by applicable rights relating to item quality, conformity with the description, delivery of the item ordered, and other protections under applicable law. Personalization cannot be used to exclude your rights in cases of an obvious defect, a wrong item, an order mismatch, a serious delay, or non-delivery.

Costs

Who pays for the return in each situation

If a quality issue or transit damage may require a return, do not buy an expensive, expedited, or special shipping service before we confirm the arrangement. Damage caused by buyer-applied faceup, makeup removal, sanding, dyeing, gluing, disassembly, modification, or part replacement is usually not an original quality issue, and related repair or return costs may be borne by the buyer. This does not affect your reasonable claims for an original defect, a wrong item, or transit damage.

Process

How to request a return, step by step

1. Contact AnimeBJD by email before sending anything. Write to [email protected] and wait for instructions.
2. Provide the following information:
   • Order number
   • Customer name
   • Product name
   • Reason for return
   • Product photos or problem photos when relevant
   • Tracking number or proof of postage if already shipped
3. AnimeBJD reviews the request and, where applicable, sends:
   • Return reference number
   • Correct return address
   • Packaging instructions
   • Customs declaration guidance
   • Deadline for posting the item
4. Send the item within 14 calendar days after receiving the return instructions.
5. Provide tracking information or proof of postage.
6. AnimeBJD inspects the returned item and confirms the next step.

Address & declaration

Return address and customs declaration

Do not send the item directly back to the shipping address shown on your order. That address may be a production, storage, or logistics transit address and may not be able to receive returns. The correct return address is provided by AnimeBJD for your specific order after your request is confirmed. If a parcel is sent without confirmation, sent to the wrong address, or rejected, returned, or charged extra fees for reasons attributable to the buyer, the handling of the return may be affected.

Our return center is located in Shenzhen, China. The exact return address for your order will be confirmed by email before you ship. AnimeBJD will never ask you to understate the item value, make a false declaration, or declare the item as a gift.

Refunds

How refunds are processed

• After the returned item arrives, inspection is usually completed within 3 business days.
• Once refund eligibility is confirmed, the refund is usually initiated to the original payment method within 2 business days.
• The actual arrival time with your bank, card issuer, or payment platform is usually 5–10 business days.
• The actual arrival time is not fully controlled by AnimeBJD.
• Where applicable law requires a specific refund period, the legal requirement applies first.
• The internal processing times on this page do not limit your statutory rights.

Cancellation

Cancellation before shipment

For a standard item that has not yet shipped, you may contact AnimeBJD to request cancellation. We will handle the request according to the production status of the item, the order terms, and applicable law. A genuinely personalized item may no longer be cancellable for a change of mind once production has started. If the item has a quality problem, does not match what was agreed, is seriously delayed, or is not delivered, your statutory rights remain. In the case of a major delay, AnimeBJD will explain the reason and the new estimated timing and, in line with applicable law, offer options such as waiting, cancelling the order, or a refund.

Quality scope

What is not an original quality issue

The following situations are not, on their own, original quality issues:

• Faceup applied by the buyer
• Faceup removed by the buyer
• Sanding by the buyer
• Dyeing by the buyer
• Gluing or bonding by the buyer
• Disassembly by the buyer
• Modification by the buyer
• Damage from parts replaced by the buyer
• Improper care
• Improper storage
• Prolonged exposure to direct sunlight
• Damp environment
• Damage from chemicals
• Use that does not follow the care instructions on the product page
• Reasonable handmade variation already explained on the product page
• Slight color difference already explained on the product page
• Normal structural characteristics already explained on the product page

Reasonable handmade variation cannot cover obvious cracks, serious damage, missing parts, a wrong item, or a clear mismatch with the product description.

Contact

Questions about a return

Send your order number and a description of the issue to AnimeBJD. For transit damage, contact us as soon as possible and keep all packaging until the matter is resolved.

Learn more

Related pages

Delivery methods and timeframes are explained in the Shipping Policy. For help comparing configurations before ordering, see the guide below.

• About AnimeBJD — independent retail and buying help
• Shipping Policy — methods, timeframes, and delivery information
• Contact us — reach AnimeBJD support
• Blank vs. full-set BJD — what each option may include

Note: This page provides general return and refund procedures. Consumer withdrawal rights and other statutory rights under applicable law are not limited by this policy. Time limits, eligibility, and cost responsibilities may differ for genuinely personalized items as described above. Always confirm the return address and instructions by email before shipping anything back.