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Returns and warranty

Last updated 13 October 2026

Two years on the skeleton, joints and all motion systems. One year on silicone and paint delamination. Here is the warranty in full, what it does not cover, and how a claim works.

The warranty

This is the warranty wording, and it is identical on every body in the line:

Two years on the skeleton, joints and all motion systems. One year on silicone and paint delamination. Motion motors rated for 800 hours of use.

The two years begins on the delivery date recorded by the carrier. The motor rating is running hours, not calendar time, so it is not consumed by a body that sits still.

What the warranty does not cover

Damage from solvents, alcohol, acetone, oil-based products or abrasive cleaners. Damage from sharp edges, jewellery, pet claws, or a body dragged rather than lifted. Deformation from long-term storage in a single pose, or resting unsupported on one point. Water left in an eye socket. Anything opened, cut into or modified. Sun fade from long-term direct exposure.

Ordinary wear on a consumable is not a fault, which is why the motors are quoted in hours rather than in years. Cleaning and powdering to the schedule in the owner's manual is part of keeping the warranty valid.

Returns on a made-to-order body

A body is built to your specification: your skin tone, your hair, your eyes, your motion packages, your finish. It is not a stocked item and it cannot be resold as one. That is why we take no payment on this site, why the whole conversation happens before a build is booked, and why a change-of-mind return is not something we offer.

For hygiene reasons a body that has been used cannot be returned, and this applies to every seller of this product in every market. If a body reaches you with a manufacturing fault, that is a different matter entirely and the full warranty applies.

Dead on arrival

Report within 72 hours of delivery with photographs and the tracking number, and stop unpacking further. We reply within two working days. Typically it is a collection at our cost and either a bench repair or a rebuild, and if the fault is ours then the shipping both ways is ours too.

Spare parts and repair service

Spare parts are available for the skeleton, the motion systems, the electronics and the head furniture, and we service bodies after the warranty period as well. Repairs to silicone and paint, including matching a finish years after the body was built, are the work the paint room does anyway, so a body is not a disposable object.

How to start a claim

Email [email protected]. There is no claims portal and no form to fill in: a written email reaches the people who build and finish the bodies. Include the body code, the delivery date, and photographs or a short description of what has gone wrong. We acknowledge every claim within one working day and give you a decision within two.