Care Plan
12 or 24-Month Coverage
This Care Plan is a service agreement and is not insurance.
The English-language version of this agreement shall prevail in the event of any discrepancy or conflict with a translated version.
“Doll” means an Origin, Premium, or Elite model manufactured from TPE or silicone and containing no electronic components.
“Abnormal Failure” means a functional failure of the Doll’s skeleton, joints, internal structure, screws, or mechanisms that is not caused by accident, misuse, modification, improper maintenance, normal wear, or any external factor.
“Cosmetic Condition” includes, but is not limited to:
Stains or color transfer
Micro-scratches
Surface shine
Color variations
Odors
Natural TPE stickiness
Wear or alteration of paint, finish, or other surface details
Cosmetic conditions are not covered under this Care Plan.
“Normal Use” means using, cleaning, maintaining, handling, and storing the Doll in accordance with the instructions set out in Section 7 of this agreement.
The Care Plan is optional.
It may only be purchased at the same time as the Doll and cannot be added after the Doll has been purchased.
The Care Plan is non-transferable.
It is linked exclusively to the original order and the Doll’s serial number.
The Care Plan coverage must begin on the confirmed delivery date of the doll to the customer.
The Care Plan remains valid for either 12 or 24 calendar months, depending on the coverage option purchased.
The Care Plan is available to eligible customers located in the United States, Canada, and other English-speaking countries where MyPrivateDoll accepts orders and provides delivery, subject to applicable local laws.
When the Doll has been used and maintained under Normal Use conditions, the Care Plan covers only the following:
A joint that no longer holds its position
A joint that becomes stuck or unusable
Failure of an internal screw or mechanism that results in a loss of function
Abnormal failure of the Doll’s internal skeleton or supporting structure
Abnormal structural degradation of TPE or silicone may be covered only when:
It occurs outside friction or suction zones;
It results in structural failure; and
It was not caused by misuse, improper maintenance, an accident, or another external factor.
The following are excluded from coverage:
Deformation, alteration, tearing, or wear affecting the anal, vaginal, or oral openings
Deformation or alteration of the nipples
Minor deformations or changes affecting any friction or suction zone
Cosmetic conditions are always excluded, including:
Odors
Natural TPE stickiness
Surface shine
Color variations
Micro-scratches
Stains or dye transfer from jeans, dark lingerie, heavily dyed fabrics, or other materials
Wear, fading, or alteration of paint, makeup, finish, or surface details
Damage caused by the following is excluded:
Prolonged exposure to sunlight or ultraviolet light
Prolonged storage above 30°C (86°F)
Exposure to temperatures above 40°C (104°F), which is considered high risk, particularly for TPE
Storage or use below 12°C (54°F)
Improper storage conditions, moisture, excessive pressure, folding, or crushing
Damage caused by the following is excluded:
Solvents
Strong alcohol
Acetone
Bleach
Abrasive products
Unsuitable sprays or cleaning products
Excessively hot water
Hair dryers
Direct heat or any other external heat source
The Care Plan does not cover damage resulting from:
Drops or impacts
Transport without adequate protection
Intentional or excessive twisting, pulling, bending, or stretching
Prolonged pressure or stress, including overly tight clothing
Improper use or maintenance
Modification, disassembly, or repair performed by the customer or any unauthorized third party
Accessories, cosmetic components, removable items, and consumable items are not covered.
Compliance with the following care requirements is a condition of coverage.
Store the Doll in a dry, shaded location at an ideal temperature of 15–25°C (59–77°F).
The acceptable normal storage range is 12–28°C (54–82°F).
The Doll must be stored without pressure or structural stress and must not be folded, crushed, or compressed.
Avoid prolonged temperatures above 30°C (86°F).
Temperatures above 40°C (104°F) are considered high risk, particularly for TPE.
Do not store the Doll below 12°C (54°F).
Wrap the Doll in a clean, soft sheet during storage.
Use warm water below 32°C (90°F).
Use an unscented, pH-neutral soap and a soft towel.
Rinse carefully and dry the Doll thoroughly after cleaning.
Do not use very hot water, hair dryers, solvents, strong alcohol, bleach, acetone, abrasive products, or other direct heat sources.
Only water-based lubricant may be used.
The use of silicone-based, oil-based, petroleum-based, or any other non-water-based lubricant will invalidate coverage for any resulting damage.
For the safest use:
Choose light-colored fabrics.
Use cotton or other soft materials.
Wash new clothing one or two times before placing it on the Doll.
Choose loose-fitting garments.
Avoid jeans, dark or strongly colored underwear, heavily dyed fabrics, imitation leather, vinyl, PVC, latex, plastic prints, anti-slip bands, rhinestones, sequins, zippers, hooks, and rivets that may come into direct contact with the Doll.
When dark clothing is used, a clean white barrier must be placed between the clothing and the Doll.
Do not leave tight clothing on the Doll for extended periods, as heat and pressure may cause marks.
Do not store the Doll while dressed in dark or tight clothing.
A talc-free, starch-based powder is recommended to help reduce the natural surface stickiness associated with TPE.
Natural TPE stickiness is considered cosmetic and is not covered.
The customer must report the issue within three calendar days of discovering it.
Claims must be submitted to MyPrivateDoll Customer Service using the contact details provided on the website.
The customer must provide:
Proof of purchase
The original order number
Clear photographs of the affected area
Clear videos showing the issue
A written explanation describing the problem and how it occurred
A live video conference is required so that MyPrivateDoll can inspect, diagnose, and assess the reported issue.
A claim may be rejected if the customer fails to provide the required evidence or refuses to participate in the live video assessment.
If a claim is approved:
The Doll will be replaced with an identical model in the same configuration, subject to availability.
The estimated replacement timeframe is six to eight weeks from the date of approval.
Shipping costs and applicable taxes or customs fees associated with the approved replacement will be covered by MyPrivateDoll.
The Care Plan provides a maximum of one approved replacement during the 12- or 24-month coverage period.
Once a replacement has been provided, the Care Plan will be considered fulfilled and no further claims may be made under it.
No refund, cash payment, credit, or other financial compensation will be offered instead of replacement unless required by applicable law.
The customer may cancel the Care Plan within 20 calendar days of purchase.
Any cancellation or refund remains subject to applicable law and the eligibility requirements stated in this agreement.
This Care Plan provides additional contractual benefits and does not limit, replace, or exclude any mandatory rights or remedies available to the customer under applicable consumer protection laws.