Effective Date: 11-05-2026

This Return, Refund, Store Credit and Digital Goods Policy (“Policy”) forms an integral part of the Terms of Use of the dailydoll.shop platform (“Platform”, “DailyDoll Shop”, “we”, “us”, or “our”). It governs return requests, refunds, replacements, Store Credit issuance, re-shipping procedures, and the handling of digital goods purchased through the Platform.

By placing an order on the Platform, the customer (“Buyer”) acknowledges that they have read, understood, and agreed to this Policy.

Nothing in this Policy is intended to limit, exclude, or replace any mandatory consumer rights that may apply under the laws of the Buyer’s country of residence, including applicable consumer protection laws in the European Union, the United Kingdom, the United States, Canada, Australia, and other jurisdictions.

1. General Provisions

1.1. Products offered on the Platform are sold by independent sellers, artisans, designers, and creators of handmade goods (“Sellers”). Most products available on the Platform are:

handmade items;
unique, one-of-a-kind pieces;
collectible dolls, toys, miniatures, accessories, patterns, and related creative goods;
items produced in very limited quantities;
items made to order or customised according to the Buyer’s request.

1.2. Due to the handmade, artistic, limited-edition, or made-to-order nature of many products, minor variations in colour, texture, size, finish, or artistic detail may occur and shall not automatically be considered a defect, provided that the item materially corresponds to the product description and images.

1.3. For products of acceptable quality, free from material defects, and compliant with their description, neither the Platform nor the Seller is required to provide a monetary refund unless required by applicable law.

1.4. Any return, refund, replacement, compensation, re-shipping, or Store Credit is handled in accordance with this Policy and applicable mandatory consumer protection laws.

1.5. All return, refund, replacement, re-shipping, and Store Credit requests must be submitted within 180 calendar days from the date of purchase.

1.6. Requests submitted after the 180-day period may be rejected by the Platform and may not be reviewed, except where mandatory law provides the Buyer with a longer non-waivable right or remedy.

2. 14-Day Right of Withdrawal and Its Exceptions

2.1. Where applicable law grants the Buyer a statutory right to withdraw from a distance purchase, such as the 14-day withdrawal right available to certain consumers in the European Union and the United Kingdom, the Buyer may exercise that right within the legally required period, unless an exception applies.

2.2. The 14-day withdrawal right does not apply, where permitted by law, to:

goods made to the Buyer’s specifications;
custom-made or personalised items;
one-of-a-kind items created specifically for the Buyer;
sealed goods that are not suitable for return for hygiene or health-protection reasons once unsealed;
digital content supplied immediately after payment where the Buyer has received access or started downloading the files, where such exception is permitted by law.

2.3. If a product is defective, damaged, incorrect, or materially not as described, the Buyer may still have remedies under this Policy and applicable law, even if the 14-day withdrawal right does not apply.

3. Defective Goods and Statutory Consumer Rights

3.1. In some jurisdictions, including the European Union, consumers may have mandatory legal rights if goods are defective, not as described, or not in conformity with the sales agreement.

3.2. Where such mandatory legal rights apply, they cannot be excluded by this Policy.

3.3. Any legal guarantee or statutory conformity rights apply only to the extent required by applicable law and only to defects, non-conformity, or failures that fall within the scope of such law.

3.4. The legal guarantee should not be confused with a voluntary commercial warranty. DailyDoll Shop does not provide an additional commercial warranty unless expressly stated in writing.

3.5. For handmade, artistic, custom, or one-of-a-kind items, the following shall not normally be considered a defect:

minor handmade variations;
natural differences in materials;
small colour differences caused by screen settings, lighting, or photography;
artistic features clearly shown or described in the listing;
reasonable characteristics of handmade production.

4. Eligibility for Monetary Refunds

Monetary refunds are granted only in cases involving a proven defect, material non-conformity with the sales agreement, incorrect fulfilment, non-delivery not caused by the Buyer, or where a refund is otherwise required by applicable law.

A monetary refund may be permitted under the following circumstances:

4.1. Product Not as Described

The delivered item materially differs from the description, characteristics, or images provided on the Platform.

4.2. Product Damaged in Transit

The item arrives damaged as a result of shipping, and the damage is confirmed by photographic, video, carrier, or other reasonable documentation.

4.3. Incorrect Item Received

The Buyer receives an item different from the one ordered.

4.4. Non-Delivery Not Attributable to the Buyer

This may include:

confirmed loss of shipment by the carrier;
absence of confirmed delivery scans;
cancellation or failure of delivery due to Seller or carrier fault;
failure to ship within the promised or legally required time, where applicable.

4.5. Monetary refunds are generally issued via the original payment method used by the Buyer, unless another method is required or permitted by applicable law.

4.6. Refund approval is subject to verification and confirmation by the Seller and/or Platform administration.

4.7. Where applicable law requires a monetary refund, Store Credit will not be used as a mandatory replacement for that refund unless the Buyer expressly agrees.

5. Cases Where Monetary Refunds Are Not Provided

In the following situations, the Buyer is generally not entitled to a monetary refund. If the request is approved, the Buyer may receive Store Credit instead, unless applicable law requires another remedy.

5.1. Buyer’s Discretionary Return

Returns based on personal reasons, including change of preference, change of mind, style, size, colour perception, or other non-defect-related dissatisfaction, may be eligible only for Store Credit.

5.2. Handmade Variations

Minor variations typical of handmade, artistic, limited-edition, or one-of-a-kind products do not entitle the Buyer to a monetary refund, provided that the item substantially corresponds to the description.

5.3. Shipment Delivered or Available for Pickup but Not Collected

If tracking data confirms:

delivery to the Buyer’s address;
availability for pickup;
attempted delivery notifications;
failure to collect the shipment by the Buyer;

and the shipment is returned to the Seller due to the Buyer’s failure to collect it:

re-shipping is available only after the Buyer pays the new shipping cost;
if the Buyer declines re-shipping, only Store Credit may be issued;
no monetary refund will be provided unless required by applicable law.

5.4. Requests Submitted After 180 Days

Any request submitted more than 180 calendar days after the purchase date may be considered invalid and may not be processed, except where mandatory law provides otherwise.

6. Store Credit

6.1. Store Credit may be issued instead of a monetary refund in cases where:

the return is discretionary and not based on defect or non-conformity;
the Buyer failed to collect the shipment and declines re-shipping;
the Buyer agrees to receive Store Credit;
Store Credit is otherwise permitted under applicable law.

6.2. Store Credit is issued in the amount of the order value or its eligible portion, as determined by the Platform.

6.3. Store Credit may be applied toward a new order placed on the Platform within 90 calendar days from the date of issuance.

6.4. Store Credit:

cannot be exchanged for cash;
cannot be transferred to third parties unless explicitly stated in the terms of issuance;
cannot be re-issued or reinstated once used;
may be applied one time only.

6.5. Store Credit is considered fully redeemed at the moment it is applied to a new order.

6.6. Store Credit does not replace any mandatory monetary refund or statutory remedy where such remedy is required by applicable law.

7. Submission of Return Requests

7.1. All return, refund, replacement, re-shipping, and Store Credit requests must be submitted in writing to:

Email: [email protected]

7.2. The request must include:

order number;
Buyer’s full name and email address;
detailed description of the issue;
supporting evidence, such as photos, videos, tracking screenshots, carrier messages, or other relevant documentation.

7.3. The Platform reserves the right to request additional documentation where reasonably necessary to assess the request.

7.4. Processing of the request begins only once all required materials have been submitted.

8. Return of Goods to Seller

8.1. If the return of a physical item is required, the Buyer must ship the item to the address provided by the Seller or Platform.

8.2. Unless otherwise required by applicable law or agreed in writing, the Buyer bears return-shipping costs for discretionary returns.

8.3. If the return is caused by a proven defect, incorrect item, material non-conformity, or Seller error, return-shipping costs may be handled according to applicable law and the Platform’s decision after review.

8.4. The Buyer must use a trackable shipping method and provide the tracking number.

8.5. The Platform is not liable for lost, delayed, or damaged return shipments caused by the Buyer’s chosen carrier or improper packaging.

8.6. If the item was returned to the Seller due to the Buyer’s failure to collect it, re-shipping is performed only after the Buyer pays the new shipping cost.

9. Digital Goods

9.1. Digital goods include downloadable files, patterns, templates, tutorials, instructions, photographs, digital designs, PDF files, and any other form of digital content.

9.2. Upon successful payment, the system may automatically grant access to the purchased files and/or initiate downloading.

9.3. The Buyer retains the right to download purchased files for 12 months after purchase, unless otherwise stated in the product listing or required by law.

9.4. Because digital content:

is delivered electronically;
may be accessed immediately;
cannot be physically returned;
can be copied, stored, or used after access;

monetary refunds are not issued for digital goods once access has been granted or downloading has started, except where required by applicable law.

9.5. Exceptions may apply only in cases of a technical error attributable to the Seller or Platform, such as:

incorrect file provided;
corrupted file;
missing file;
access error not caused by the Buyer.

9.6. In such cases, the normal remedy will be provision of the correct file, renewed access, replacement digital content, or technical assistance. A monetary refund is not the default remedy unless required by applicable law.

10. Exchanges and Replacements

10.1. Because many products on the Platform are unique, handmade, one-of-a-kind, or made in limited quantities, replacement with an identical item may not always be possible.

10.2. Where replacement is not possible, the Platform and/or Seller may offer one of the following remedies, depending on the circumstances and applicable law:

repair, where feasible;
replacement with a similar item, if available;
Store Credit;
partial refund;
monetary refund, where required.

11. Liability Limitations and Special Conditions

11.1. DailyDoll Shop operates as a marketplace connecting Buyers and independent Sellers. Sellers are responsible for the accuracy of their listings, product quality, shipping, and compliance with applicable laws.

11.2. The Platform may intervene in disputes, request evidence, suspend accounts, or take other measures where necessary to protect Buyers, Sellers, and the integrity of the marketplace.

11.3. Sellers may have additional return conditions, provided that such conditions do not contradict this Policy or applicable mandatory consumer protection laws.

11.4. In cases of inconsistency between a Seller’s individual policy and this Policy, this Policy prevails, unless applicable law provides otherwise.

11.5. The Platform reserves the right to:

refuse a return, refund, or Store Credit request in cases of suspected fraud, abuse, or bad faith;
require identity verification;
request additional evidence;
implement internal fraud-prevention measures;
limit or suspend accounts involved in abusive behaviour.

12. Payment Processing Fees and Refunds

12.1. Payments may be processed by external payment providers, including PayPal, Stripe, banks, and other payment systems.

12.2. Where a refund is issued, the amount returned to the Buyer will be determined in accordance with this Policy, applicable law, and the rules of the relevant payment provider.

12.3. Payment processing fees, bank fees, currency conversion charges, and other third-party charges may not always be refundable by payment providers.

12.4. Where applicable law requires a full refund, the Platform will act in accordance with such law.

13. Amendments to the Policy

13.1. The Platform may amend this Policy from time to time to reflect legal, operational, technical, or marketplace changes.

13.2. The updated version becomes effective upon publication on the Platform, unless a later effective date is stated.

13.3. Continued use of the Platform after publication of the updated Policy constitutes acceptance of the updated Policy, to the extent permitted by law.

14. Contact Information

For all inquiries related to returns, refunds, replacements, re-shipping, Store Credit, or digital goods, please contact: